ALYSSIA PEREZ
Summary
Successful Customer Care Agent with 10 years of experience addressing customer requests and concerns. 5 Years of Management Experience. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
6
6
years of professional experience
Work History
Team Lead Specialist
Verra Mobility
06.2025 - Current
- Analyzed performance metrics to identify trends and optimize team effectiveness.
- Facilitated regular team meetings to align goals and communicate strategic priorities.
- Mentored junior staff, providing guidance on best practices and professional growth opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Research Specialist
Verra Mobility
08.2024 - 06.2025
- Interacts with internal departments, Tolling Authorities, Issuing Authorities and Collections Agencies to bring resolution to renter disputes.
- Research complex customer service cases, process billing adjustments, and communicate resolutions to customers and/or clients for tolls and violations.
- Review, respond and/or resolve multi-channel written inquiries from vehicle renters and other associated agencies and businesses.
Senior Customer Care Specialist
Verra Mobility
12.2022 - 08.2024
- Deescalating calls, working 200+ emails per shift. Working up to 5 live chats at once.
- Advising representatives to meet company standards, monitoring their progress and serving as their mentor. Encouraging employees and showing recognition to great work.
- Enhanced customer satisfaction by promptly addressing concerns and providing efficient solutions.
General Merchandising Expert
Target
07.2020 - 12.2022
- Required to stock merchandise for sale, prices items for sale and place orders for merchandise for customer purchase
- Followed approved procedures for receiving and storing products to ensure quality protection and product rotation
- Provided accurate information is response to customer inquires
- Also trained in multiple departments to help out during peak times.
Skills
- Leadership Experience
- Interpersonal Skills
- Client Facing
- Computer Savvy
- Training & Development
Timeline
Team Lead Specialist
Verra Mobility
06.2025 - Current
Research Specialist
Verra Mobility
08.2024 - 06.2025
Senior Customer Care Specialist
Verra Mobility
12.2022 - 08.2024
General Merchandising Expert
Target
07.2020 - 12.2022