ALVIN DOUGLAS III
Oklahoma City,OK
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
Substitute Teacher
Kelly Educational Services
08.2020 - Current
- Enforced classroom routines to keep students on schedule and operating at consistent level.
- Provided classroom instruction outlined in teacher's lesson plans.
- Implemented lesson plans assigned by classroom teacher to educate students about key concepts.
- Provided notes and reports on school day activities to primary teacher.
INBOUND CONTACT REPRESENTATIVE
HUMANA
06.2021 - 11.2021
- Address customer needs including complex benefit questions, resolving issues, and educating members
- Record details of inquiries, comments or complaints - Document all transactions and interactions with customers while striving to always improve the customer’s overall experience.
Verizon Expert
Best Buy
Oklahoma City, OK
11.2019 - 08.2020
- Actively engage customers using selling skills to increase sales of Verizon products and services while taking complex technology and service plans and making it simple for customers and other employees to understand
- Field questions about product features and explain benefits to consumers in an engaging way that promotes excitement when obtaining these devices.
- Answered guest questions and walked through features of wireless devices to resolve confusion about device features.
QUALITY CONTROL CLERK
Serco-NA, Inc
06.2016 - 10.2019
- Analysis of processes and procedures implemented for the processing of applications by general clerks for the Federally Facilitated Marketplace
- Identifying areas of opportunity in not only the processes themselves but how the information was communicated to employees
- The tests were conducted both side by side and remotely to ensure accurate results were produced
- Oversaw project initialization of better incorporating of customer services skills to improve interactions consumers had with application processing during telephone interaction.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Prepared reports to communicate results of quality inspection activities to management.
- Analyzed quality assurance data to identify trends and develop and implement corrective action plans.
GENERAL CLERK II
Serco-NA, Inc
Lawton, OK
11.2014 - 06.2016
- While ensuring compliance with and adhering to all processes and procedures, provide solutions for consumers during the application process for health coverage or exemptions through the Federally Facilitated Marketplace while maintaining high KPI metrics
- Handled complex data entry and drafting of professional and grammatically accurate correspondence during telephone interactions with consumers.
- Followed confidentiality rules to preserve data quality and reduce potential information compromise.
- Delivered high-quality customer service through deep commitment to knowledge and performance.
TECHNICIAN
Apple
Oklahoma City, OK
03.2013 - 10.2014
- Assist in advanced troubleshooting processes that included network connectivity, security initialization and maintenance, software deployment, and user access requests for, at times three consumers simultaneously, through the chat interface, ensuring language used was communicated to each one’s technical knowledge and capabilities for iOS and macOS operating systems
- Sustaining nearly flawless first call resolution rate without need to invoke a device technician while maintaining high customer standards.
- Troubleshot systems and equipment and ran tests to make effective recommendations.
INVENTORY AND DEVICE CONSULTANT
VERIZON
09.2010 - 03.2013
- Provided in store training to consumers who were new to smartphones or just wanted to gain an extra bit of knowledge in a classroom setting for WebOS, iOS, Android and Blackberry phone operating systems
- Daily analysis of phone sales and outbound contact was performed to strategize the scheduling and development of curriculum and was structured for optimizing the maximum number of participants with those demonstrating or expressing the largest areas of opportunity in device knowledge growth in mind
- Use of device knowledge and capabilities to assist sales representatives with constructing the most effective pitch to close a sale
- Head the monthly inventory project and through analysis of data, architect plans that lead to the lowering of shrink within the store month over month.
TEAM MANAGER/PROJECT TRAINER
SITEL CORP
05.2006 - 04.2010
- Managed the transitional period of typically 20 newly hired employees after classroom instruction and before the full production floor
- Employees were monitored and each received an action plan crafted individually to address areas of opportunity to assist in achievement of key performance indicator goals through utilization of their strengths
- Conducted training sessions to reaffirm tenured employees’ knowledge and skills prior to falling before KPIs, employing more devil’s advocate and case- based learning techniques to overcome the disengagement of the employees.
Education
Associate of Arts - Paralegal Studies
National University
La Jolla, CA12-2025
Bachelor of Arts - BUSINESS LAW
Arizona State University
Tempe, AZCERTIFICATION - SECURITY AND RISK ANALYSIS INFORMATION CYBER SECURITY - Risk Management
PENNSYLVANIA STATE UNIVERSITY
Skills
- Data Entry
- Answering Questions
- Interpersonal Skills
- Verbal and Written Communication
- Customer Service
- Documentation and Reporting
- Training Experience
- Call Control Skills
- Call Control
- Call Documentation Skills
- Providing Customer Support
- Problem-Solving Skills
Education and Training
true
Timeline
INBOUND CONTACT REPRESENTATIVE
HUMANA
06.2021 - 11.2021
Substitute Teacher
Kelly Educational Services
08.2020 - Current
Verizon Expert
Best Buy
11.2019 - 08.2020
QUALITY CONTROL CLERK
Serco-NA, Inc
06.2016 - 10.2019
GENERAL CLERK II
Serco-NA, Inc
11.2014 - 06.2016
TECHNICIAN
Apple
03.2013 - 10.2014
INVENTORY AND DEVICE CONSULTANT
VERIZON
09.2010 - 03.2013
TEAM MANAGER/PROJECT TRAINER
SITEL CORP
05.2006 - 04.2010
Associate of Arts - Paralegal Studies
National University
Bachelor of Arts - BUSINESS LAW
Arizona State University
CERTIFICATION - SECURITY AND RISK ANALYSIS INFORMATION CYBER SECURITY - Risk Management
PENNSYLVANIA STATE UNIVERSITY