Allison Freeman
Spring Hill,FL
Summary
Proven Customer Service Representative skilled in oral and written communication, active listening, and problem-solving. Enhances customer experiences through service-oriented behaviors, understanding desires, and delivering customized solutions. Detail-oriented team player with strong organizational skills, adept at managing multiple projects with high accuracy.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
KBR
Texas City, TX
11.2024 - Current
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and timely responses.
- Managed order processing and tracking using CRM software to enhance workflow accuracy.
- Trained new team members on customer service protocols and best practices for effective support.
- Implemented feedback mechanisms to identify areas for service improvement and enhance client experience.
- First Call resolution
Rep 1
Spectrum Mobile
Saint Petersburg, FL
08.2020 - 07.2024
- Met customer call guidelines for service levels, handle time and productivity.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Updated account information to maintain customer records.
- Cross-trained and provided backup support for organizational leadership.
- Always meeting my performance goals each month.
- First call resolution always 80 percent and above.
- Provided assistance to faculty and staff by teaching classes, conducting orientation programs and issuing transcripts.
- Chosen to mentor the new hires.
- Helped when customers were eligible for upgrades or just phone shopping.
Membership Specialist
The Mahaffey Theater
Saint Petersburg, FL
02.2019 - 03.2020
- Maintained membership database, ensuring that all information was current and accurate.
- Prepared marketing materials that would be sent out to members, which detailed new events, promotions and activities that were coming up.
- Trained and mentored new sales representatives.
- Developed and implemented sales strategies to increase profits.
Customer service, Customer Service Representative, Lawn Specialist
TruGreen
Oldsmar, FL
09.2014 - 08.2017
- Diagnosed lawn and garden issues and recommended targeted solutions.
- Mixed and sprayed fertilizers, herbicides and insecticides onto shrubs, trees and grass.
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Janitorial Worker
Untied Young People Of Association
Columbus , OH
01.2010 - 12.2014
- Swept hard surface floors using broom or push broom dust mop.
- Removed spots from glass doors, mirrors and windows by spraying cleaner and wiping.
- Damp-mopped hard floors to clean and remove residue or spillage.
- Sanitized break area kitchen counters, tables and sinks.
Data Entry Specialist
Staffing Agency
Columbus , OH
07.2009 - 12.2012
- Compiled data and reviewed information for accuracy prior to input.
- Completed data entry tasks with accuracy and efficiency.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Managed workflow scheduling, data entry and accuracy verification for large data projects.
Nurse Assistant
Nurse Finders Agency
Columbus , OH
05.2009 - 03.2011
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Helped patients effectively manage routine bathing, grooming and other hygiene needs.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Phlebotomy Technician
American Red Cross Blood Services
Columbus , Ohio
01.2007 - 03.2009
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Drew blood from veins by vacuum tube, syringe or butterfly venipuncture methods.
- Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
- Stocked phlebotomy cart or carrier with appropriate supplies.
Education
High School Diploma -
Ohio Institute Of Health Careers
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Northland High School
Associate - Crime Scene Technology
Keiser University
10.2016
Ohio Institute of Health Careers
07.2006
Skills
- Customer and Personal Learning Strategies
- Service Quality Control Analysis
- English Language Persuasion
- Active Listening Complex Problem Solving
- Speaking Computers and Electronics
- Computers and Electronics Communications and Media
- Coordination
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Call Documentation
- Customer Retention Strategies
- Microsoft Exchange
- Inbound and Outbound Calling
- Safe Work Practices
- Call Transfers
- Computer proficiency
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Appointment scheduling
- Call management
- Follow-up skills
- Microsoft PowerPoint
- Documentation
- Technical support
- Live chat support
- Spreadsheets
- Office equipment proficiency
- CRM software
Timeline
Customer Service Representative
KBR
11.2024 - Current
Rep 1
Spectrum Mobile
08.2020 - 07.2024
Membership Specialist
The Mahaffey Theater
02.2019 - 03.2020
Customer service, Customer Service Representative, Lawn Specialist
TruGreen
09.2014 - 08.2017
Janitorial Worker
Untied Young People Of Association
01.2010 - 12.2014
Data Entry Specialist
Staffing Agency
07.2009 - 12.2012
Nurse Assistant
Nurse Finders Agency
05.2009 - 03.2011
Phlebotomy Technician
American Red Cross Blood Services
01.2007 - 03.2009
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Northland High School
Associate - Crime Scene Technology
Keiser University
Ohio Institute of Health Careers
High School Diploma -
Ohio Institute Of Health Careers