Alysion Grant
Augusta,GA
Summary
Adept at enhancing customer satisfaction and retention, I leveraged my technical troubleshooting and communication skills at Teleperformance USA to resolve complex issues, achieving a 20% reduction in call handling time. Trained in CRM software, my approach prioritizes results, evidenced by consistently surpassing customer service benchmarks.
Overview
5
5
years of professional experience
Work History
Technical Support Representative
ResultsCX
08.2023 - 02.2024
- Providing tier 1 technical support services to end users, including mobile device troubleshooting and mobile device activations.
- Maintaining quality customer service on all inbound and outbound interactions, using support center tools and ATT mobile knowledge base.
- Facilitating mobility carrier interactions on behalf of client end users.
- Collaborating with multiple departments such as tier ii technical support and client coordination, to ensure issues are resolved.
- Acquiring a level of knowledge in managed mobility services in order to exceed customer expectations.
- Learned through a 6-week training process on how to efficiently resolve customers smartphone issues.
- Educating customers via various company tools and the internet.
- Using strict adherence guidelines to monitor time while on calls and resolving customer concerns.
Healthcare Representative
Marc Jones
04.2022 - 08.2023
- Obtained patient information to properly record and document demographics and medical histories.
- Used medical terminology knowledge to explain procedures, policies and services to patients.
- Streamlined patient intake process, ensuring accurate documentation and timely appointment scheduling.
- Delivered high-quality patient education materials to enhance understanding of treatment options and promote informed decision making.
- Enhanced healthcare team communication by coordinating meetings, discussing treatment plans, and sharing pertinent information.
- Managed incoming phone calls to resolve patient inquiries and refer calls to appropriate departments.
Customer Care Representative
Foundever
10.2021 - 03.2022
- Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
- Trained two new employees in how to use Kayako, entering customer data and organizing customer interaction logs
- Received an average 85% customer satisfaction rating to date, 15% higher than the company average
- Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations
Pharmacy Benefits Specialist
TTEC
08.2020 - 10.2021
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.
Arise
07.2019 - 06.2020
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Conducted weekly team meetings to discuss performance metrics and best practices
Customer Service Representative
Teleperformance USA
09.2018 - 05.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Reduce average call handling time by 20% through efficient use of CRM software
Education
High School Diploma -
Frank Cody High School
Detroit, MI05.2019
Skills
- Customer Relationship Management
- Ticketing Systems
- Microsoft Office Suite
- Upselling
- Performance Tracking
- Complaint Handling
- Team Training
- CRM Software (Salesforce, Zendesk)
- Communication Skills
- Remote Support
- Customer Satisfaction
- Technical Troubleshooting
Software System Expertise
- Salesforce
- Zendesk
- Microsoft Office Suite (Word, Excel, PowerPoint)
- CRM Software
- Ticketing Systems
- Collaboration Tools (Microsoft Teams, Zoom
Timeline
Technical Support Representative
ResultsCX
08.2023 - 02.2024
Healthcare Representative
Marc Jones
04.2022 - 08.2023
Customer Care Representative
Foundever
10.2021 - 03.2022
Pharmacy Benefits Specialist
TTEC
08.2020 - 10.2021
Arise
07.2019 - 06.2020
Customer Service Representative
Teleperformance USA
09.2018 - 05.2019
High School Diploma -
Frank Cody High School