Alysion Grant
Augusta,GA
Summary
Accomplished in CRM software and adept at conflict resolution, I significantly enhanced customer satisfaction by 35% at Startek USA. My leadership across various roles has fostered team growth, improved operational efficiencies, and driven revenue increases, showcasing a blend of technical proficiency and exceptional interpersonal skills.
Overview
6
6
years of professional experience
Work History
Call Center Representative
LEC
Augusta Ga
08.2023 - 05.2024
- Directed a group of 8 junior call center agents on effective strategies, contributing to a 20% enhancement in average call resolution time.
- Optimized data input methodology achieving a 15% boost in customer satisfaction measures.
- Executed tailored outreach campaigns via social channels, enhancing audience connection by 30%.
- Drove 10% increase in sales revenue through enhanced upselling strategies.
- Used data analysis skills to pinpoint inefficiencies, giving way to a 25% spike in daily outbound calls.
Senior Claims Representative
TTEC
Remote
02.2022 - 08.2023
- Handled over 30+claims weekly with efficiency.
- Reduced client conflicts significantly with a strategic and streamlined approach.
- Mastered the use of Change Data Capture techniques in underwriting, yielding 20% improvements in risk assessment accuracy.
- Operated in auto claims, resulting in quick, fair, and accurate claim resolutions, garnering positive feedback.
- Lead regular training sessions with incoming representatives, integrating key concepts of the Claims Handling process into the curriculum.
Customer Support Team Lead
Foundever
Augusta Ga
06.2021 - 11.2022
- Lead a team of 7 customer support representatives in handling a high-volume inbound call center.
- Boosted the team's performance with regular coaching, resulting in a 25% reduction in average call times.
- Designed an internal mentorship program, boosting team morale, and fostering an environment for shared learning.
- Introduced a new customer onboarding process, reducing customer churn by 18%.
- Successfully handled escalated customer support cases, achieving a resolution rate of 95%.
Customer Support Supervisor
ResultsCX
Remote
01.2021 - 10.2022
- Oversaw a team of 10+ customer support specialists in meeting their KPIs.
- Implemented effective performance tracking methods, leading to a 25% increase in productivity.
- Leveraged an advanced CRM system for efficient ticket handling, resolution tracking, and data gathering.
- Revised customer issue management protocol, cutting down resolution period by 40%.
- Created feedback-driven training format achieving a 60% enhancement in team soft skills.
Senior Customer Service Representative
Startek USA
Remote Atlanta Ga
02.2020 - 05.2021
- Streamlined customer feedback channels, resulting in a 20% decrease in response times, and a 35% increase in customer satisfaction ratings.
- Drove improvements in data management and increased departmental productivity by integrating a new CRM platform.
- Created and delivered a customer service training program, upskilling over 50 staff members.
- Consistently maintained a first-call resolution rate of 90%.
- Lowered customer complaint frequency by 15% via proactive communication.
Customer Service Representative
Teleperformance USA
09.2018 - 01.2020
- Facilitated effective skill development, elevating team performance by 20%.
- Integrated CRM solutions to enhance communication frameworks, driving a 30% boost in customer satisfaction.
- Orchestrated customer relationship management strategies and leveraged social media platforms, leading to heightened brand reputation and a 25% increase in customer retention.
- Developed proactive sales strategies that led to a noticeable 15% growth in revenue in the first quarter.
- Effectively handled back office operations, achieving a 10% reduction in operational expenses.
Education
High School Diploma -
Frank Cody High School
Detroit, MI05.2019
Skills
- CRM Software (Salesforce, Zendesk)
- Microsoft Teams
- Five9
- Salesforce
- Zoom
- Conflict resolution,
- Relationship Building,
- Customer Support Management,
- Tactfulness,
- Patience,
- Projection Handling
- Friendly, positive attitude
- Computer skills
Timeline
Call Center Representative
LEC
08.2023 - 05.2024
Senior Claims Representative
TTEC
02.2022 - 08.2023
Customer Support Team Lead
Foundever
06.2021 - 11.2022
Customer Support Supervisor
ResultsCX
01.2021 - 10.2022
Senior Customer Service Representative
Startek USA
02.2020 - 05.2021
Customer Service Representative
Teleperformance USA
09.2018 - 01.2020
High School Diploma -
Frank Cody High School