Alysion Grant
Augusta,GA
Overview
4
4
years of professional experience
Work History
Customer Care Representative
Teleperformance
Remote
08.2020 - 12.2021
- Providing accurate information about client products and services to the caller and educating the callers on how to use client products and services.
- Handling the customer calls, despite the degree of difficulty, in a courteous and business-like fashion.
- Performing data entry on tracking systems for recording call notes, questions, and suggestions.
- Providing excellent quality customer service and other duties as assigned.
- Attending regularly scheduled video conferences for team meetings and one on one coaching.
- Adhering to Company attendance, punctuality, and meal and rest break requirements.
- Maintaining the concentration and focus in order to meet performance goals.
- Reacting positively to an ongoing, changing environment
- Demonstrating the ability to handle pressure when attempting to meet deadlines and performance goals.
Customer Support Agent
StarTek
Remote
06.2021 - 11.2021
- Continually updated knowledge of federal and state tax laws through professional development courses and seminars.Prevented costly penalties for clients by ensuring full adherence to federal and state regulatory requirements.
Streamlined tax filing processes for improved efficiency, ensuring all deadlines were met without errors.
Developed strong relationships with clients, resulting in high retention rates and increased referrals.
Facilitated the resolution of tax disputes, liaising with IRS representatives and presenting well-documented rationales for adjustments. - Assisted customers through multiple channels including phone, email, live chat, and social media platforms for increased accessibility and convenience.
Tax Associate
SITEL Worldwide
Remote
01.2021 - 06.2021
- Preparing individual income tax return for filing, either through paper returns or ef (electronic filing).
- Seeking out optimal tax deduction options for each client, establishing the filing status and qualified dependents of clients through the process of due diligence.
- Evaluating accounting requirement and accounting methods of self-employed clients educate our clients on the best way to fill out their W4's for tax purposes and on tax laws and penalties with ACA.
- Operating as a tax pro by working with individual walk-in clients to analyze tax documents, determine deductions and prepare both federal and state tax return informed clients on tax options and fee structures.
- Continuously researched applicable tax information to improve knowledge and better serve customers.
- Filing and storing client data sheets customer service problem-solving mistakes made from past tax submissions.
- Preparing or assisting in preparing simple to complex tax returns for individuals or small businesses.
- Helping taxpayers by using their federal, state and local codes and see to it that clients receive the maximum benefit permitted under the law of government.
- Reviewing financial records such as income statements and documentation of expenditures.
Customer Service Representative
AppleOne Employment Services
Remote
10.2022 - 03.2023
- • Providing accurate information about client products and services to the caller and educating the callers on how to use client products and services.
Handling the customer calls, despite the degree of difficulty, in a courteous and business-like fashion.
Performing data entry on tracking systems for recording call notes, questions, and suggestions.
Providing excellent quality customer service and other duties as assigned.
Attending regularly scheduled video conferences for team meetings and one on one coaching.
Adhering to Company attendance, punctuality, and meal and rest break requirements.
Maintaining the concentration and focus in order to meet performance goals.
Reacting positively to an ongoing, changing environment
Demonstrating the ability to handle pressure when attempting to meet deadlines and performance goals.
Customer Care Representative
Adecco
Remote
12.2023 - 03.2024
- Analyzed, manipulated and presented data extracted from different sources in order to identify and maximize direct shipment opportunities.
- Proactively monitored back and future orders and matched with inbound volume for direct shipment opportunities.
- Communicated with order management, transportation and import departments to monitor on time delivery and improve customer order cycle time.
- Analyzed daily and weekly reporting of direct shipments volume by product category.
- Tracked, traced and routed import shipments to support internal/external customers.
- Communicated with internal/external customers on shipment mode change and new ETA's.
- Researched late deliveries and updated internal database system with current information as needed.
Resolution Coordinator
Walmart
Remote
09.2022 - 10.2022
- Served as a subject matter expert in dispute resolution, providing guidance and training to new hires on best practices.
- Developed detailed reports on case resolutions that contributed to continuous improvement initiatives within the organization.
- Achieved high levels of client satisfaction through empathetic listening skills and effective communication strategies during difficult conversations.
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
- Inbound Customer Service
- Customer Service
SOFTWARE SYSTEM EXPERTISE
- Salesforce
- Zendesk
- Microsoft Office Suite (Word, Excel, PowerPoint)
- CRM Software
- Ticketing Systems
- Collaboration Tools (Microsoft Teams, Zoom
Timeline
Customer Care Representative
Adecco
12.2023 - 03.2024
Customer Service Representative
AppleOne Employment Services
10.2022 - 03.2023
Resolution Coordinator
Walmart
09.2022 - 10.2022
Customer Support Agent
StarTek
06.2021 - 11.2021
Tax Associate
SITEL Worldwide
01.2021 - 06.2021
Customer Care Representative
Teleperformance
08.2020 - 12.2021
High School Diploma -
Frank Cody High School