Summary
Overview
Work History
Education
Skills
Timeline
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Alyssa Grossman

Remote Customer Service Representative
Burlington,WI

Summary

Experienced professional with a strong background in customer interactions and service solutions. Skilled in conflict resolution, communication, and problem-solving to ensure customer satisfaction and loyalty. Collaborative, adaptable, and results-oriented with a focus on efficient and empathetic service delivery. Known for reliability and a proactive approach in meeting customer and organizational goals.

Overview

18
18
years of professional experience

Work History

Remote Customer Service Representative

Fait Distribution
01.2018 - Current
  • Resolved 450+ customer inquiries weekly across phone, email, and live chat with professionalism and attention to detail
  • Handled complex account and order issues, including prescription accuracy and shipping errors
  • Maintained HIPAA compliance while managing sensitive patient data
  • Accurately and efficiently entered client data into company's system
  • Consistently exceeded service KPIs while streamlining workflows and enhancing process efficiency through the use of various platforms, including Intercom, LiveChat, Slack, Rocket.Chat, Microsoft Teams, Shopify, ShareFile, and a custom-programmed ordering system.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Responded to inquiries from callers seeking information.

Team Lead / Supervisor

Napoli Restaurant & Pizzeria
01.2007 - 01.2018
  • Supervised front-of-house operations and trained staff on service protocols and customer interaction
  • Maintained inventory and coordinated supply orders
  • Provided personalized service, creating loyal repeat customers
  • Handled high-volume transactions with accuracy and speed
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Coached team members in techniques necessary to complete job tasks.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Worked flexible schedule and extra shifts to meet business needs.

Scheduling/Veterinary Assistant

Country Vet Service
01.2015 - 01.2017
  • Scheduled appointments and assisted with medical procedures including medication prep, lab work, and animal handling
  • Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
  • Ensured accuracy of medical records by diligently documenting all relevant information for each patient visit.
  • Ensured clean, organized patient areas and supported front-desk operations
  • Educated clients on post-procedure care and treatment plans
  • Provided customer support to clients, answering questions and addressing concerns.
  • Promoted preventive care services by educating clients on the importance of routine check-ups, vaccinations, and dental cleanings.
  • Supported veterinary team in diagnostic imaging procedures such as radiographs and ultrasounds for accurate diagnoses.
  • Recorded symptoms and documented medical observations to inform treatment decisions.
  • Provided compassionate care for animals during treatment and recovery from illnesses or injuries.
  • Expedited laboratory processing times by collecting samples efficiently for blood work or other testing purposes.

Education

No Degree -

Mid-State Tech
Wisconsin Rapids, WI
05.2001 -

High School Diploma -

Burlington High
Burlington, WI
05.2001 -

Skills

Strong verbal and written communication

Effective conflict resolution

Emotional intelligence

Conflict resolution skills

Product knowledge

Complaint resolution

Time management

Data entry

Active listening

Problem-solving

Call management

Adaptability and flexibility

Timeline

Remote Customer Service Representative

Fait Distribution
01.2018 - Current

Scheduling/Veterinary Assistant

Country Vet Service
01.2015 - 01.2017

Team Lead / Supervisor

Napoli Restaurant & Pizzeria
01.2007 - 01.2018

No Degree -

Mid-State Tech
05.2001 -

High School Diploma -

Burlington High
05.2001 -

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