Asia Strickland
Chester,VA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
6
6
years of professional experience
Work History
Trainer Coordinator
Maximus Federal Services
Chester, VA
10.2020 - Current
- Assisted in developing strategies to enhance employee knowledge retention.
- Collaborated with other trainers to develop innovative approaches to teaching topics relevant to their field.
- Monitored progress of trainees to ensure they were meeting expectations set by management.
- Responded promptly to inquiries from staff members regarding any aspect of the company's internal training program.
Customer Service Advocate
Maximus Federal Services
Chester, VA
09.2019 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Upheld privacy and security requirements for customer information.
- Escalated complex issues to appropriate departments for resolution.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Attended regular team meetings to discuss best practices.
- Maintained up-to-date knowledge of company policies and procedure.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Therapy Aide
Laurels of Willow Creek
Chesterfield, VA
05.2018 - 07.2019
- Assisted with physical therapy exercises designed to improve patient mobility, strength, endurance, coordination, balance, posture and flexibility.
- Monitored vital signs before and after treatments to ensure safety of the patient.
- Collaborated with other members of the healthcare team regarding patient progress and concerns.
- Assisted therapists in preparing patients for treatment by providing emotional support and encouragement.
- Maintained accurate documentation of all activities related to patient care.
Education
Some College (No Degree) - Nursing Assistance
Virginia School of Nursing
Richmond, VASome College (No Degree) - Pharmacy Technology
JT Pharmacy
Richmond, VASkills
- Computer Proficiency
- Technical Troubleshooting
- Escalation management
- Problem-solving abilities
- Inbound and Outbound Calling
- Data Entry
- Typing proficiency
Timeline
Trainer Coordinator
Maximus Federal Services
10.2020 - Current
Customer Service Advocate
Maximus Federal Services
09.2019 - Current
Therapy Aide
Laurels of Willow Creek
05.2018 - 07.2019
Some College (No Degree) - Nursing Assistance
Virginia School of Nursing
Some College (No Degree) - Pharmacy Technology
JT Pharmacy