Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Ebony Alexander

Columbus ,GA

Summary

Motivated Shift Supervisor experienced in environments and knowledgeable about security, safety and service standards. Effective at helping management maintain order and increase revenue. Driven to apply years of experience to improve operations.

Energetic team leader with solid record of accomplishment in settings. Consistently uphold safety standards, satisfy customer needs and maintain inventory controls. Work with utmost professionalism and team-oriented approaches to establish clear workflows and achieve shift targets.

Personable and dedicated Customer Service Representative with experience in industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience

Work History

Customer Care Specialist

Aflac
02.2022 - Current
  • Took ownership of customers issues to follow problems through to resolution.
  • Verified accuracy of customer account information and updated when necessary.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Used exceptional communication to connect with customers, assess needs and present solutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided customers with detailed information on company products, services and materials.
  • Communicated with customers to assess and address individual needs, providing timely and quality support .
  • Customer Care Specialist who meets and exceeds customer expectations by providing friendly, professional, and courteous service to clients
  • Customer Care Specialist able to resolve customer concerns and problems quickly and efficiently
  • Maintain a compassionate and positive attitude and a friendly and welcoming demeanor during customer interactions
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Answered customer questions and addressed concerns, resulting in reduction in complaint calls.
  • Addressed customer service inquiries quickly and accurately.
  • Trained in 360/ Client Central
  • Call Coaching, peer to peer coaching, direct contact in training room and in the call center.

Customer Service Representative

TSYS
07.2019 - Current
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Answered customer questions and addressed concerns, resulting in reduction in complaint calls.
  • Addressed customer service inquiries quickly and accurately.

Shift Supervisor

Kentucky Fried Chicken
02.2017 - 08.2019
  • Helped store management meet standards of service and quality in daily operations.
  • Completed store opening and closing procedures, including setting up registers and checking products.
  • Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
  • Developed and enhanced job assignments for team, planned production schedules and strengthened organization of task flows.
  • Applied security, safety and loss prevention strategies during shifts.
  • Responded to and resolved customer questions and concerns.
  • Provided personalized, friendly and knowledgeable services to drive customer satisfaction, increase new account production and attain each monthly target.
  • Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
  • Analyzed equipment breakdowns using various troubleshooting methods.
  • Applied performance data to evaluate and improve operations, target to current business conditions and forecast needs.
  • Increased customer satisfaction and grew business by maintaining close relationships with customers.
  • Created and implemented strategies for improving operational efficiency and accuracy.

Shift Lead

Taco Bell
05.2013 - 11.2016
  • Worked with team members to improve performance and implement training updates.
  • Maintained safe working environment by observing safety procedures, policies and regulations.
  • Completed store opening and closing procedures, including setting up registers and checking products.
  • Helped store management meet standards of service and quality in daily operations.
  • Responded to and resolved customer questions and concerns.
  • Trained and mentored new employees to maximize team performance.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
  • Inventoried materials on weekly basis to identify and resolve discrepancies, maintaining highly accurate and current records.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.

Education

High School Diploma -

Jordan Vocational High School
Columbus, GA
2014

Skills

  • Negotiation
  • Strategic planning
  • Safety understanding
  • Cash handling expertise
  • Conflict resolution techniques
  • Operations experience
  • Business planning
  • Credit card payment processing
  • Conflict mediation
  • Customer relations
  • Problem-solving abilities
  • Technologically savvy
  • Quality assurance controls
  • Inbound and outbound calling
  • Call center experience
  • Active listening
  • Corrective Actions
  • Calm and Professional Under Pressure
  • Understanding Customer Needs
  • Customer Relations
  • Client Rapport-Building

Timeline

Customer Care Specialist

Aflac
02.2022 - Current

Customer Service Representative

TSYS
07.2019 - Current

Shift Supervisor

Kentucky Fried Chicken
02.2017 - 08.2019

Shift Lead

Taco Bell
05.2013 - 11.2016

High School Diploma -

Jordan Vocational High School

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Ebony Alexander