Alissa Copaus
Baytown,TX
Summary
Adept at fostering customer relationships and enhancing engagement, my tenure at Highmark Healthcare honed my problem-solving and data analysis skills, driving significant improvements in customer satisfaction. Leveraging mastery of Microsoft Office and exceptional communication abilities, I consistently met leadership goals, underscoring my proactive and results-driven approach.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
Highmark, Inc.
Work From Home Texas
09.2024 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Completed opening and closing functions to meet operational needs.
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Engagement Specialist / Lead
Carenet Healthcare
San Antonio, TX
03.2023 - 08.2024
- Provided ongoing support to clients throughout their journey, fostering long-lasting partnerships built on trust and mutual understanding.
- Analyzed data to identify trends and opportunities for improvement in customer engagement processes.
- Coordinated with other departments within the organization when necessary, fostering an environment of collaboration towards shared objectives related to customer success.
- Collaborated with cross-functional teams to develop innovative strategies for improving customer engagement.
- Making outbound calls and reaching out to patients, members, and customers
- Ensure customer satisfaction by providing exceptional customer service, identifying customer needs, and assisting them with healthcare-related issues/concerns that are assessed through outreach programs
- Demonstrated ability to explain/educate the benefits of Health Risk Assessments and overcome objections to participate , Help patients make decisions that will enhance their healthcare experience
- Assisted medicaid members with navigating them to the right resources to help with their healthcare inquires
- Assisted members with demographic changes and mailing out member id cards
Consecutively met all goals and metrics set by leadership - Experience in lead position
- Experience with ensuring team is meeting quality expectations through required call monitoring audits, coaching and counseling processes
- Ability to give each member of team both positive feedback and constructive criticism
Certified Nursing Assistant
St. James House Of Baytown
Baytown, TX
11.2020 - 12.2022
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Responsible for providing exceptional care to patients in rehabilitation, post-surgery settings, and also provided care to dementia and Alzheimer patients.
- Developed positive relationships with charge RN's, working closely under charge nurse supervision.
- Promptly respond to patient requests and any patient escalations.
- Focused on efficient charting of patient ADLS, vitals and medication distribution, as well as intake and output Maintain up-to-date patient records for RN and MD, including vital patient information, health vitals, and wellness interventions
Sales Associate/Cashier/Logistics/Customer Service
Office Depot Inc
Baytown, TX
01.2019 - 06.2020
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
Inbound Call Center Agent
S&S INVESTIGATIONS (Crime Stoppers)
La Porte, TX
01.2017 - 09.2018
- Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.
- Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
- Developed a strong rapport with customers, ensuring repeat business and positive feedback.
- Improved customer satisfaction levels by promptly addressing inquiries and resolving issues.
- Handled escalated calls professionally, working collaboratively with supervisors when necessary for resolution.
- Streamlined processes by suggesting improvements in call handling procedures, resulting in increased efficiency.
- Actively collaborated within a team setting, sharing valuable insights from daily experiences that contributed to overall improvement efforts.
- Enhanced team performance by sharing knowledge on company products, services, and best practices.
Education
GED -
Lee College
Baytown, TX01.2021
Skills
- Brand Awareness
- Problem-Solving
- Decision-Making
- Customer Service
- Mastery of Microsoft Office (Word, Powerpoint, Excel) and Google Suite (Docs, Sheets, Sliders)
- Excellent communication skills
- Outstanding organizational, multitasking, and problem solving abilities
- Energetic, and Reliable
- Data Entry
- Team Development
- Crisis Response
- Experience in customer service settings Proactive, Resposible, Reliable, Capable, Approachable, confident, and supportive personality Strives to to continually learn, build upon my strengths and areas of weakness to improve
- Fast Learner
Certification
- CNA - Certified Nurse Assistant
Timeline
Customer Service Advocate
Highmark, Inc.
09.2024 - Current
Engagement Specialist / Lead
Carenet Healthcare
03.2023 - 08.2024
Certified Nursing Assistant
St. James House Of Baytown
11.2020 - 12.2022
Sales Associate/Cashier/Logistics/Customer Service
Office Depot Inc
01.2019 - 06.2020
Inbound Call Center Agent
S&S INVESTIGATIONS (Crime Stoppers)
01.2017 - 09.2018
GED -
Lee College