Cornelius Perkins
Miami,FL
Summary
Dedicated father, leader and friend. I love the value of hard work, building connections and achieving my employers goals. I have a strong nature for growth, and believe as a leader: empathy and communication are key to customer service. I take pride in being a Goal-oriented team leader, strive for first-rate management, communication and multitasking abilities. Well-versed in implementing team objectives and goals and mediating interpersonal issues. Offering several years of hands-on experience overseeing daily operations and guiding team members toward achieving goals.
Overview
2
2
years of professional experience
Work History
Customer Care Advocate
Alorica
Miami
07.2026 - Current
- Handled member service calls with empathetic advocacy and clear benefit guidance.
- Welcomed customers with a friendly demeanor and ascertained their needs.
- Explained plan options, referrals, and authorization steps in simple language.
- Reviewed eligibility, claims, and coverage details using member service systems.
- Resolved account questions through accurate policy and enrollment research.
- Coordinated follow-up with internal teams to address complex service issues.
- Documented member concerns and case notes in service tracking records.
- Maintained compliance with privacy rules and service procedures.
Customer Service Team Lead
Alorica
Miami, FL
11.2024 - 07.2026
- Led Alorica contact center agents through daily customer support workflows.
- Coached team members on call handling, empathy, and script adherence.
- Resolved escalated customer concerns using CRM case notes and account details.
- Supported schedule coverage and routing changes with workforce management tools.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Managed daily operations of the team including scheduling shifts, assigning tasks.
Customer Service Representative
Alorica
Miami, FL
09.2024 - 11.2025
- Handled inbound customer calls in Alorica call center environment.
- Resolved billing questions using account records and service policies.
- De-escalated complaints with calm, professional communication.
- Guided customers through troubleshooting steps for service issues.
- Processed service requests through Alorica customer care workflows.
- Verified customer information before discussing account details.
- Documented interactions in CRM systems and case notes.
- Handled calls with empathy and followed call scripts.
- Followed scripts and compliance standards during each customer interaction.
Education
General Education Diploma
Miami, FLStep Up To TM - Course Completion - Step Up To TM
Alorica
FASA BASA Certificate -
Fire Alarm System Agent
Skills
- Clear communication
- Problem-solving
- Critical thinking
- Conflict resolution
- Strong Empathetic Leadership
- Team collaboration
- Professionalism and integrity
- Stress tolerance
- Workforce management
- CRM systems
- Case documentation
- Schedule coordination
- Policy compliance
- Team leadership
- Coaching delivery
- Problem solving
- Effective communication
- Employee engagement
- Operational excellence
- Employee scheduling
Timeline
Customer Care Advocate
Alorica
07.2026 - Current
Customer Service Team Lead
Alorica
11.2024 - 07.2026
Customer Service Representative
Alorica
09.2024 - 11.2025
General Education Diploma
Step Up To TM - Course Completion - Step Up To TM
Alorica
FASA BASA Certificate -
Fire Alarm System Agent