Alyssa Capone

• 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.

• 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.

• 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.

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