Alyssa-Marie Mancilla
Kingsville,TX
Summary
Seasoned customer service professional with 6 years of experience in resolving inquiries and ensuring service satisfaction across multiple communication channels. Excelled in technical support and customer interaction roles, achieving key performance indicators and high-quality assurance standards. Seeking a Customer Service Rep position to leverage exceptional multitasking, communication, and problem-solving skills.
Overview
2022
2022
years of professional experience
Work History
Technical Support Advisor
Pharmacy Mail Order
- Amazon Flex, Favor, Grub Hub, Door Dash
- Delivery
- Addressed customer inquiries and resolved issues, ensuring a high level of service satisfaction through remote support
- Managed and prioritized multiple tasks efficiently to meet service objectives and deadlines in a home-based environment
- Addressed and resolved technical issues for clients, ensuring efficient and effective support service delivery
- Enhanced customer satisfaction by providing timely and accurate assistance, contributing to the maintenance of service quality standards
- Concentrix Avalon Program in Technical Support 2022 - 2022
- Demonstratedexceptionalcommunicationskills,bothverbalandwritten,whilemaintainingpatienceandempathy to effectively de-escalate customer issues
- Achieved key performance indicators such as average handle time and quality assurance, ensuring high levels of customer service and adherence to schedules
- Efficiently managed multiple tasks including documenting call details, navigating various systems, and resolving customer inquiries via chat, email, and phone.
Teleperformance UHG
01.2022 - 01.2022
- Utilized strong communication skills to effectively address customer inquiries, ensuring clarity, empathy, and the ability to de-escalate tense situations
- Achieved key performance indicators by maintaining excellence in average handle time, quality assurance, and schedule adherence while assisting customers through multiple communication channels
- Accurately documented customer interactions in designated systems and demonstrated adeptness in managing simultaneous tasks, including typing and system navigation, to deliver timely and creative solutions.
customer service
Omni Interaction Intuit Quick Books
01.2021 - 01.2021
- Demonstrated exceptional, skills by effectively handling inquiries and resolving concerns, leading to high-quality assurance ratings
- Enhanced customer satisfaction by providing timely and accurate solutions to various issues, as evidenced by adherence to average handle time and schedule metrics
- Documented customer interactions with precision in relevant systems while proficiently managing multiple programs and maintaining clear communication.
customer service
Sykes- Intuit
01.2020 - 01.2020
- Delivered exceptional, through webcam interactions, effectively resolving inquiries by employing empathy and de-escalation techniques
- Consistently met and surpassed key performance indicators such as average handle time, quality assurance, and adherence to customer service schedules
- Managed multitasking demands efficiently by simultaneously navigating multiple systems, documenting interactions, and maintaining clear communication with customers.
customer service
Alorica - Prescription Mail Order
01.2019 - 01.2019
- Standards
- Resolved customer inquiries effectively through multiple channels including chats, emails, and calls, ensuring detailed documentation of interactions in relevant systems
- Demonstrated advanced multitasking abilities by efficiently navigating through various computer systems and programs while simultaneously engaging with customers and maintaining a typing speed of 20 WPM or higher.
customer service
Results CX, Blue Cross Blue Shield
Jersey, New
01.2018 - 01.2018
- Provided exceptional, by effectively managing average handle time, maintaining high-quality assurance standards, and adhering to scheduled work times
- Resolved customer inquiries across multiple channels including chat, email, and phone, ensuring comprehensive documentation within the required systems
- Demonstrated advanced multitasking abilities by efficiently navigating through various computer systems and programs while maintaining clear and empathetic communication with customers.
Education
Diploma -
Refugio High School
05.2015
Skills
- Organizational and Planning Skills
- Communications Skills
- Interpersonal Skills - Ability to Work and Function in a
- Team Environment
- Delivery (Ie: Amazon Flex, Favor, Grub Hub, Door Dash Driver)
- Remote Work From Home
- Customer Service
- Technical Support Advisor
- Pharmacy Mail Order
Timeline
Teleperformance UHG
01.2022 - 01.2022
customer service
Omni Interaction Intuit Quick Books
01.2021 - 01.2021
customer service
Sykes- Intuit
01.2020 - 01.2020
customer service
Alorica - Prescription Mail Order
01.2019 - 01.2019
customer service
Results CX, Blue Cross Blue Shield
01.2018 - 01.2018
Technical Support Advisor
Pharmacy Mail Order
Diploma -
Refugio High School