Summary
Overview
Work History
Education
Skills
Timeline
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Alyssa Netherland

Midvale,UT

Summary

Customer-oriented professional with several-year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability.

Overview

6
6
years of professional experience

Work History

Insurance Customer Service Supervisor

SimplyInsured
San Francisco, CA
10.2021 - 09.2023
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
  • Processed new policy applications and updated existing policy documents.
  • Verified accuracy of customer data entered into the system.
  • Maintained accurate records of customer interactions and transactions.
  • Provided quotes on various types of insurance policies.
  • Performed administrative duties such as filing, scanning, faxing, copying documents.
  • Conducted follow-up calls to ensure satisfactory resolution of customer issues.
  • Assisted with resolving complex claims or billing disputes in a timely manner.
  • Collaborated with colleagues from other departments to resolve escalated customer issues.
  • Responded promptly to emails and phone calls from customers seeking assistance.

Credit Repair Specialist

Lexington Law Firm
Salt Lake City, UT
03.2021 - 10.2021
  • Developed credit repair strategies to improve customer's credit scores and financial standing.
  • Analyzed customer's credit reports and identified discrepancies, errors, and potential areas of improvement.
  • Negotiated with creditors to remove negative items from client's credit report.
  • Prepared customized action plans for clients based on their individual needs and goals.
  • Provided guidance and advice to clients on how to maintain good credit scores in the future.
  • Assisted customers in understanding their rights under the Fair Credit Reporting Act.
  • Researched complex legal issues related to consumer protection laws as needed.
  • Identified fraudulent or inaccurate information on customers' credit reports.
  • Created dispute letters for customers to send to creditors in order to challenge incorrect information on their reports.
  • Monitored progress of disputes with creditors and updated customers regularly regarding results.
  • Maintained detailed records of all interactions with clients, including notes about conversations, agreements reached.
  • Processed payments from clients as well as any refunds due when services were completed satisfactorily.
  • Generated monthly progress reports for each client outlining improvements made over time.

Customer Care Representative

Discover Card Financial Services
West Valley City, UT
03.2020 - 02.2021
  • Answered customer inquiries regarding product features, pricing plans and orders.
  • Provided technical assistance to customers through online chat or telephone support.
  • Assisted customers in navigating website and troubleshooting issues with products or services.
  • Resolved customer complaints in a timely manner while maintaining a positive attitude.
  • Documented all customer interactions and inquiries in the ticketing system accurately and completely.
  • Monitored chat queues for incoming requests from customers requiring assistance.
  • Utilized resources such as FAQs, help documents, user manuals and other reference materials when assisting customers.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

Sales Associate

H&M Retail
Salt Lake City, UT
10.2017 - 03.2020
  • Assisted customers with product selection, sizing and styling.
  • Maintained up-to-date knowledge of store merchandise and policies.
  • Built relationships with customers to encourage repeat business.
  • Organized stockroom shelves according to size, color or style.
  • Restocked shelves as needed to ensure sufficient inventory levels.
  • Conducted inventories on a regular basis to track stock levels.
  • Handled customer complaints in a professional manner.
  • Tracked sales performance metrics to identify trends in the market place.
  • Developed promotional strategies to increase sales volume.
  • Attended weekly team meetings to review performance goals and objectives.
  • Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
  • Ensured compliance with all safety regulations while handling hazardous materials.
  • Maintained cleanliness of store environment including floors, windows, displays.

Education

High School Diploma -

Olympus High School
Salt Lake City, UT
06-2017

Skills

  • Employee schedule management
  • Complaint resolution
  • Performance Evaluation
  • One Call Resolution
  • Leading Team Meetings
  • Team Building and Leadership
  • Records Management
  • QA

Timeline

Insurance Customer Service Supervisor

SimplyInsured
10.2021 - 09.2023

Credit Repair Specialist

Lexington Law Firm
03.2021 - 10.2021

Customer Care Representative

Discover Card Financial Services
03.2020 - 02.2021

Sales Associate

H&M Retail
10.2017 - 03.2020

High School Diploma -

Olympus High School

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Alyssa Netherland