Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Alyssa Capone

Plainfield,CT

Summary

Customer Service Representative versed in customer support in high and low call and email volume environments. Superior computer skills and telephone etiquette. Ambitious Information Technology Student ready to learn new systems!

Overview

9
9
years of professional experience

Work History

Customer Care Specialist

Web Industries
Dayville, CT
01.2022 - 06.2023
  • Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer inquiries via phone, email and web-based platforms.
  • Responded to customer calls and emails to answer questions about products and services.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Worked within small team to schedule and plan major company events
  • Took ownership of customers issues to follow problems through to resolution.

Customer Service Representative

SPIROL International
Danielson, CT
05.2016 - 01.2022
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Provided accurate and appropriate information in response to customer inquiries.
    Addressed customer inquiries in timely and accurate fashion.
  • Proactively booked over $1.5 million in customer orders in previous fiscal year.
  • Ran reports and supplied data to fulfill customer requirements.
  • Recommended and helped customers select merchandise based on their needs.
  • Confirmed that appropriate changes were made to resolve customers' problems.
  • Updated customer accounts with interactions, payments and personal information.
  • Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
  • Performed research and due diligence to resolve issues in timely manner.
  • Resolved billing and invoice problems.
  • Improved procedures for processes, measurement, documenting and workflow techniques.
  • Established goals for improvements in profits and delivery.

CALL CENTER REPRESENTATIVE II

CVS Caremark Central Pharmacy Services
Lincoln, RI
10.2014 - 05.2016
  • Inbound customer calls
  • Data entry
  • Web site support and navigation
  • Account & Prescription Management
  • Placed orders for customers over phone
  • Replied directly to customer inquiries via email
  • Maintained up-to-date knowledge of on-line policies regarding payments, returns and exchanges
  • Trained 12 new employees
  • Cross-trained and provided back-up for other customer service representatives when needed
  • Guaranteed positive customer experiences and resolved all customer complaints
  • Directed clients to appropriate personnel to address concerns, resolve complaints, or answer account-related questions.

Education

GED -

EastConn
Danielson, CT
09.2009

Skills

  • Creative problem solving
  • Energetic work attitude
  • Adaptive team player
  • Critical thinking
  • Computer proficiency
  • Microsoft Office Suite
  • Money Handling Abilities
  • Complaint Resolution
  • International Sales Support
  • Report Preparation
  • Professional Telephone Demeanor
  • Training Development Aptitude
  • Account Management
  • Multi-Line Phone Talent

Accomplishments

Google IT Support Specialist Certification:

https://www.coursera.org/verify/professional-cert/Y2KABHECKT68

Timeline

Customer Care Specialist

Web Industries
01.2022 - 06.2023

Customer Service Representative

SPIROL International
05.2016 - 01.2022

CALL CENTER REPRESENTATIVE II

CVS Caremark Central Pharmacy Services
10.2014 - 05.2016

GED -

EastConn
Alyssa Capone