Arlene A. Alleyne
Franklinton,NC
Summary
Customer Service and effective leadership oriented with over 15 years of experience. Self-motivated critical thinker retaining a keen interest in utilizing my analytical and problem-solving skills in the DB Retirement Initiation space. Proven to communicate effectively through written and verbal correspondence while focusing on attention to detail. Able to plan, initiate and complete tasks successfully, independently and under supervision in a fast-paced environment. Customer satisfaction and company goals are my top priorities.
Overview
13
13
years of professional experience
Work History
Multi-Product Associate
Fidelity Investments
Durham, NC
10.2019 - Current
- Listens actively and visually audits accounts to devise a strategy to resolve participant inquiries.
- Provide high-level customer service in a fast-paced setting
- De-escalate, empathize, and relay fact-based resolutions and decision-making to customers.
- Inquire and ask critical questions while evaluating and utilizing multiple plan resources and databases (ABL, DBCS, SharePoint, Agent Bot, DC Workstation, and XTRAC).
- Prioritize and balance outbound cases to meet client SLA for participants promptly.
- Capture Participant feedback and suggestions to improve plan processes and procedures.
- Peer Guide for DB upskill classes.
- Loaner on Repeat Caller Project
Customer Service Specialist
Arise
Miramar, FL
02.2018 - 10.2019
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Filed home warranty claims for Homeowners maintaining a friendly personality during stressful situations.
- Maintained professional relationship between client and vendor as well as served as a liaison between customer and vendor.
Philips Lighting Quality & Analyst Coach
Total Outsourced Systems
Raleigh, NC
03.2016 - 11.2017
- Reviewed agent-customer interaction for quality control to both improve customer experiences and agent confidence for resolving customer issues.
- Fostered a training and learning environment conducive both to retaining good employees and ensuring the success of new ones.
- Monitored completed task and recorded phone calls of team to ensure proper policies are followed with regards to standards of the client and company.
Philips Lighting Mentor
Total Outsourced Systems
Raleigh, NC
11.2010 - 02.2016
- Handled all escalated calls from disgruntled customers with professionalism and consideration.
- Multi-tasking abilities while handling technical support issues and navigating multiple computer applications.
- Trained and managed over 25 Agents on the policies and procedures of the campaign, as well as, on effective customer relationships and assisted with payroll for employees.
- Received various compliments from the supervisor for exceeding monthly quotas and received departmental bonuses/ gifts for working effectively as a team to meet goal.
Education
Certificate of Completion, Medical Administrative Assistant - Medical
Durham Technical Community College
Durham, NC07.2019
Medical front Office Certificate - Medical
Wake Technical Community College
Raleigh, NC07.2008
High School Diploma -
The Manor School
St. Croix US Virgin Islands 06.1999
Skills
- Customer Service
- Attention to Detail
- Strong Communication and Interpersonal Skills
- Excellent Written and Verbal Communication
- Adaptable and Flexible
- Team Leadership
- Honest and Ethical
- Time Management
- Customer Assistance
- Reliable and Responsible
- Friendly and Helpful
Timeline
Multi-Product Associate
Fidelity Investments
10.2019 - Current
Customer Service Specialist
Arise
02.2018 - 10.2019
Philips Lighting Quality & Analyst Coach
Total Outsourced Systems
03.2016 - 11.2017
Philips Lighting Mentor
Total Outsourced Systems
11.2010 - 02.2016
Certificate of Completion, Medical Administrative Assistant - Medical
Durham Technical Community College
Medical front Office Certificate - Medical
Wake Technical Community College
High School Diploma -
The Manor School