Alyssa Poth
San Antonio,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Metlife
12.2019 - 12.2022
- Resolved customer inquiries and issues through direct communication and problem-solving techniques.
- Utilized CRM software to track interactions and ensure timely follow-up on customer cases.
- Collaborated with team members to streamline processes, enhancing overall service efficiency.
- Provided training and mentorship to new representatives, improving team knowledge and performance.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
RMP
01.2018 - 03.2019
- Assisted patients with inquiries regarding insurance coverage and billing processes.
- Resolved customer complaints efficiently, ensuring high levels of satisfaction and retention.
- Educated patients on healthcare options, benefits, and available resources for improved decision-making.
- Trained new staff on customer service protocols, fostering a culture of excellence in service delivery.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Customer Service Representative
Global Atlantic
02.2017 - 01.2018
- Provided exceptional customer support by addressing inquiries and resolving insurance-related issues efficiently.
- Maintained up-to-date knowledge of insurance products and services to better inform customers' decisions.
- Analyzed feedback from clients to identify areas for process improvement within the service team.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
Education
High School Diploma -
South Dearborn High School
Aurora, INSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Payment processing
- Professional telephone demeanor
Timeline
Customer Service Representative
Metlife
12.2019 - 12.2022
Customer Service Representative
RMP
01.2018 - 03.2019
Customer Service Representative
Global Atlantic
02.2017 - 01.2018
High School Diploma -
South Dearborn High School