Alyah Roberts
Nash,TX
Summary
Resourceful Customer Service Representative with two years of experience delivering fast, accurate support through phone, chat, and email channels. Skilled in conflict resolution, clear communication, and problem-solving. Proficient with CRM systems and multitasking in high-volume environments.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Concentrix
, TX
04.2024 - Current
- Consistently met or exceeded resolution time goals, reducing average handling time by 5%.
- Helped retain customers by addressing concerns quickly, and offering the right solutions.
- Achieved 90–95% CSAT by providing clear, professional communication to every customer.
- Handled large call volumes while meeting quality and accuracy standards.
- Demonstrated reliability and strong attendance in a performance-driven environment.
Chat & Phone Tech Support
Foundever
, TX
01.2023 - 04.2024
- Resolved customer issues through chat and phone, improving first-contact resolution rates by 12–18%.
- Reduced customer retention by providing clear troubleshooting steps, and proactive follow-ups.
- Managed high-volume chat queues while maintaining fast response times of 15 to 45 seconds.
- Delivered accurate technical support, helping to reduce repeat contacts by 9%.
- Earned strong customer satisfaction ratings by staying patient, calm, and solution-focused.
- Balanced multiple chats and systems at once while keeping information accurate and easy to understand.
Education
High School Diploma -
Texas High School
Texarkana, TX05-2021
Skills
- Time management skills
- Workflow management
- Productivity management tools (eg, Toggl, Evernote, Google Keep)
- Adaptability
- Organizational skills
- Clear written and verbal communication
- Technical troubleshooting
Accomplishments
- Maintained 90–95% CSAT while handling high volumes of phone and chat inquiries.
- Handled 3–5 chats at once while keeping accuracy above 95%
- Managed 40–70 calls per day while keeping documentation accurate
Timeline
Customer Service Representative
Concentrix
04.2024 - Current
Chat & Phone Tech Support
Foundever
01.2023 - 04.2024
High School Diploma -
Texas High School