Alyssa MacKenzie
Conifer
Summary
Customer support specialist with multiple years of experience in customer service and communications. Managed 200+ customer inquiries monthly via calls, emails and live chats, ensuring seamless service delivery. Collaborated with cross-functional teams to enhance customer support, improving overall satisfaction rates by 15%. Trained 5+ new staff members on support protocols, fostering a knowledgeable team environment.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
Stax Payments
Orlando
01.2023 - 03.2026
- Managed approximately 200+ calls, emails, live chats, and tickets monthly, providing tailored solutions and support to inbound customer service requests.
- Collaborated with cross-functional teams to improve customer support processes and enhance service delivery.
- Trained new staff on customer support protocols and best practices, fostering a knowledgeable team environment.
- Led initiatives to enhance team performance metrics, resulting in higher customer retention rates.
Representative
ProCare Transportation and Language Services
10.2021 - 08.2022
- Analyzed service performance data to identify areas for process improvement.
- Managed scheduling and logistics for multi-language support requests.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Facilitated communication between clients and service providers to ensure seamless transportation coordination.
Delivery Associate
Fusion Logistics, Inc.
03.2020 - 07.2021
- Coordinated timely deliveries, ensuring adherence to route schedules and customer expectations.
- Responsible for time-sensitive delivery to Fortune 500 companies
- Over 120 deliveries completed on some days
- Monitored vehicle maintenance schedules to ensure operational readiness and safety compliance.
- Collaborated with warehouse staff to streamline loading processes, improving overall workflow efficiency.
- Resolved customer inquiries regarding delivery status, demonstrating strong problem-solving skills and service orientation.
Transport Specialist
Go Transportation & Translation
09.2016 - 03.2020
- Coordinated logistics for efficient transport operations, ensuring timely delivery of goods.
- Answered common customer questions, accepted payments and completed paperwork at delivery and pickup locations.
- Worked with road knowledge, GPS systems and paper maps to navigate planned route and make adjustments.
- Established strong relationships with key clients through regular communication and excellent customer service practices, retaining valuable business partnerships.
- Streamlined communication between clients and drivers, enhancing service satisfaction.
Technical Support Specialist
AT&T
09.2014 - 09.2016
- Provided technical support and troubleshooting for device center issues, ensuring customer satisfaction.
- Developed training materials to enhance team performance and customer retention strategies.
- Managed data entry and insurance policy navigation, streamlining processes for efficiency.
- Conducted call monitoring and escalations to maintain high service standards.
- Resolved 50-60 technical support inquiries per day.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Education
Postgraduate Degree - Communication and Media Studies
Connecticut School of Broadcasting
Diploma - Communications
Pine Ridge High School
Deltona, FLSkills
- Live chat support
- Customer service
- Troubleshooting
- Data analysis
- Conflict resolution
Timeline
Customer Support Specialist
Stax Payments
01.2023 - 03.2026
Representative
ProCare Transportation and Language Services
10.2021 - 08.2022
Delivery Associate
Fusion Logistics, Inc.
03.2020 - 07.2021
Transport Specialist
Go Transportation & Translation
09.2016 - 03.2020
Technical Support Specialist
AT&T
09.2014 - 09.2016
Postgraduate Degree - Communication and Media Studies
Connecticut School of Broadcasting
Diploma - Communications
Pine Ridge High School