Summary
Overview
Work History
Education
Skills
Timeline
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Elexus Wallace

Houston,TEXAS

Summary

Motivated customer service specialist with over 5 years retail experience in a fast-paced, team-based environment. Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities. Friendly Sales Associate adept at working in diverse retail and customer service environments. Cashier with 5 years cash handling and customer service experience in a grocery retail environment. Excellent time management skills Effective problem solver Adherence to high customer service standards Customer-focused Engaging personality Creative mixology Attending multiple customers Responsible alcohol service Preparing garnishes Highly reliable General housekeeping Accurate money handling Merchandising familiarity Payment processing Inventory management Time management skills Multi-tasking ability Good telephone etiquette Adaptability Quick learner Service industry background Dedicated professional with experience in customer-centered call center roles. Proven track record of delivering exceptional service, resolving complaints, and achieving satisfaction goals. Skilled in multitasking and maintaining accurate records of interactions and transactions. Excellent communication and problem-solving skills with a passion for working with service-oriented teams. Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.

Overview

2026
2026
years of professional experience

Work History

CALL CENTER AGENT

Maximus
12.2022 - Current
  • Managed and resolved issues with customers during calls by following determined script.
  • Built trust with customers through personalized conversations.
  • Provided accurate information about products and services in response to inquiries from customers.
  • Handled high volumes of incoming calls from customers while maintaining quality standards for call duration time.
  • Developed effective communication and negotiation techniques to effectively resolve customer issues.
  • Performed outbound calls as needed to provide proactive customer service or sales support services.
  • Handled customer concerns tactfully, promptly, and with genuine concern for the customer's problems.
  • Adapted quickly to changing demands in the call center environment by adjusting workflows to meet new requirements
  • Established strong relationships with customers through courteous phone interactions and professional follow-up emails
  • Demonstrated excellent customer service skills and problem-solving abilities to address customer inquiries and complaints in a timely manner
  • Collaborated closely with colleagues across departments such as technical support teams or sales representatives when necessary
  • Identified areas of improvement within the call center operations based on feedback from customers.
  • Followed established procedures during calls with customers.
  • Anticipated customer concerns on calls by providing additional information.
  • Provided outstanding customer service to customers and internal teammates.
  • Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement.
  • Met performance goals and call center metrics in fast-paced performance setting.
  • Maintained comprehensive knowledge of company products and services, policies, procedures, processes, features, benefits
  • Employed active listening skills to accurately assess customer needs and provide appropriate solutions.
  • Implemented innovative strategies for improving customer satisfaction ratings by responding quickly to their needs
  • Assisted with training new employees on operational procedures for handling calls efficiently.
  • Utilized computer systems, databases, and other resources to research customer inquiries and respond appropriately
  • Assisted customers with basic web functions, such as unlocking and resetting passwords.
  • Resolved escalated customer complaints in a calm and diplomatic manner while ensuring that all commitments were met.

Veteran Liaison Logistics Coordinator

Veteran’s Evaluation Services
2022 - Current
  • Facilitated communication between departments to enhance project alignment and execution.
  • Developed and implemented process improvements to increase operational efficiency across teams.
  • Coordinated meetings and workshops to drive collaboration and knowledge sharing among stakeholders.
  • Mentored junior staff, providing guidance on best practices and fostering professional development.
  • Streamlined reporting processes, ensuring timely delivery of critical information to leadership.
  • Analyzed feedback from team members to refine strategies and improve overall performance outcomes.
  • Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
  • Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
  • Maintained up-to-date knowledge of industry trends, sharing insights with colleagues to drive continuous improvement efforts.
  • Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
  • Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
  • Collaborated closely with department heads to identify opportunities for process improvement initiatives.
  • Solved conflicts and addressed issues that occurred between other entities and business.
  • Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.
  • Increased overall productivity by streamlining internal processes and introducing new tools for more efficient workflow management.
  • Maintained database systems to track and analyze operational data.
  • Collected, arranged, and input information into database system.
  • Developed relationships with key vendors, securing preferential treatment in pricing and terms negotiation.

CUSTOMER SERVICE

PASA
10.2021 - 12.2022
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Responded to telephone inquiries and complaints following standard operating procedures.
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
  • Followed up with customers regarding product functionality and overall satisfaction.
  • Developed strong customer relationships and loyalty through effective communication.
  • Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
  • Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided.
  • Displayed strong organizational skills while managing multiple projects simultaneously.
  • Maintained an updated knowledge base of current products, services, pricing, promotions.
  • Provided account information to customers and explained bill service policies and customer rights.
  • Collaborated with colleagues to develop strategies for increasing customer loyalty and retention rates.
  • Resolved customer complaints promptly and efficiently.
  • Met daily customer service quotas with a focus on quality.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Processed orders and detailed transaction information to customers.
  • Worked with coworkers to complete tasks.
  • Met deadlines while maintaining high-quality deliverables.
  • Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
  • Experienced with social media and communications platforms.

Server

BreWingZ Restaurant and Bar
12.2019 - 04.2020
  • Delivered exceptional customer service in fast-paced dining environment.
  • Assisted in menu item recommendations, enhancing guest dining experience.
  • Processed customer orders accurately using POS systems.
  • Collaborated with kitchen staff to ensure timely meal preparation and delivery.
  • Monitored table settings for cleanliness and readiness throughout service hours.
  • Handled payment transactions efficiently, ensuring accuracy in cash handling.
  • Adapted quickly to changing situations during peak dining periods, maintaining composure.
  • Trained new team members on service protocols and customer interaction standards.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.

KEY HOLDER SUPERVISOR

Brewingz
12.2019 - 04.2020
  • Analyzed daily sales reports to identify areas requiring improvement or further development.
  • Handled recruitment processes for new hires including interviews, background checks, onboarding.
  • Demonstrated strong leadership skills by training, motivating, and leading a team of key holders in achieving daily goals.
  • Managed the opening and closing processes for the store including cash handling responsibilities with utmost accuracy.
  • Monitored customer feedback on products and services provided by the store ensuring high satisfaction ratings.
  • Ensured compliance with all safety regulations and store policies while supervising sales floor activities.
  • Provided guidance to junior associates on how best to handle customer inquiries or requests for assistance.
  • Resolved conflicts between colleagues professionally using problem solving techniques.
  • Identified opportunities for process improvements to achieve maximum efficiency in day-to-day operations.
  • Maintained accurate records of inventory levels, stock transfers, employee time cards, and other related documents.
  • Developed strategies to increase sales productivity through effective management of staff schedules and assignments.
  • Conducted weekly meetings with key holders to discuss upcoming promotions as well as any potential challenges that may arise.
  • Utilized excellent communication skills to build positive relationships with customers as well as fellow employees.
  • Provided exceptional customer service and resolved customer complaints quickly and efficiently.
  • Implemented new systems for tracking stock orders to facilitate efficient restocking process.
  • Created detailed reports on staff performance evaluations and recommended appropriate disciplinary actions when necessary.

CUSTOMER SERVICE SUPERVISOR

Walmart
09.2016 - 04.2018
  • Strengthened and improved team KPIs with positive interaction and team-building exercises.
  • Trained customer service representatives on customer service standards, policies, and procedures.
  • Analyzed customer feedback to identify areas of improvement and implemented necessary changes.
  • Developed new hires by coaching and evaluating employee performance.
  • Analyzed customer data from surveys and feedback forms to identify areas where improvements can be made.
  • Prepared and presented monthly customer service performance reports to management.
  • Monitored customer service team performance metrics, identifying areas for improvement and providing feedback
  • Coordinated customer service activities to ensure customer satisfaction and loyalty.
  • Developed strategies to improve customer service processes, increasing efficiency and productivity of the team.
  • Provided excellent customer service to clients, resolving their inquiries and complaints in a timely manner.
  • Communicated effectively between departments regarding product availability status updates for customers.
  • Monitored service desk ticket queues to facilitate timely response and resolution.
  • Lead daily huddles with the team to discuss current projects, objectives, goals and challenges.
  • Enforced compliance standards set by management when responding to customer inquiries.
  • Maintained up-to-date knowledge of changes in products or services offered by the company.
  • Utilized problem-solving skills to troubleshoot technical problems with customers quickly and effectively.
  • Trained new customer service staff on company policies, procedures, and software systems.
  • Provided accurate information to customers on merchandise return policies, refunds and warranty repairs.

TAILGATORS

Daiquiri Shop
02.2016 - 08.2016
  • Kept bar organized and clean during busy hours.
  • Followed alcohol awareness procedures for preventing intoxication and dealing with intoxicated guests.
  • Greeted patrons promptly and cordially, exhibiting excellent guest service skills.
  • Took beverage orders from guests and delivered drinks within reasonable time frames.
  • Handled guest complaints promptly, contacting supervisor immediately for assistance with escalated issues.
  • Handled cash drawer accurately throughout shift including opening and closing out register each day.
  • Assisted in developing weekly drink specials that promoted sales growth.
  • Developed extensive knowledge of beer, wine, spirits, cocktails and other beverages to ensure accuracy when taking orders
  • Completed POS transactions, returning currency, coin, and payment cards to patrons.
  • Collaborated with management team on marketing strategies aimed at increasing revenue opportunities within the bar area
  • Maintained understanding of menu items to answer patron questions regarding food, drinks, and preparation methods
  • Checked customer identification to verify age requirements for alcohol purchases.
  • Trained and mentored new team members in proper bar operations.

CASHIER

BCI Frazier/Fort Polk
01.2014 - 02.2015
  • Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
  • Provided efficient and courteous service to customers.
  • Operated cash register and accurately processed payments, returns, and exchanges.
  • Accurately processed customer payments using cash, credit cards, and checks.
  • Provided customers with product information and responded to inquiries courteously and promptly.
  • Followed safety standards for handling hazardous materials such as chemicals or cleaning products.
  • Supported other departments within the store by providing assistance when needed.
  • Assisted customers with locating items throughout the store when needed.
  • Checked drawer totals, reconciled discrepancies, and prepared bank deposits.

HOUSEKEEPER, HOUSEKEEPING

Comfort Suites Hotel
01.2010 - 02.2011
  • Inspected guest suites and public areas daily to ensure high standards of cleanliness
  • Applied knowledge of proper chemical usage when sanitizing bathrooms, kitchens.
  • Cultivated positive relationships with customers by ensuring that their needs were met.
  • Adaptable to new work environments and quickly learned new processes and procedures.
  • Laundered and changed bedding, towels, and linens in accordance with hotel policies.
  • Demonstrated commitment to providing high standards of hospitality services at all times.
  • Proficiently managed time to complete assigned tasks within allocated deadlines.
  • Notified supervisors of damaged equipment and hazardous conditions in rooms and lobby areas.
  • Prioritized work tasks and remained flexible to workload changes.
  • Initiated use of eco-friendly products to reduce environmental impact while cleaning.
  • Dust-mopped, vacuumed, and buffed floors to maintain a clean and safe environment.
  • Delivered room service items and removed leftover waste after use.
  • Checked room appliances for proper functionality.
  • Wiped down windows and mirrors with glass cleaner.
  • Recognized for consistently exceeding expectations on quality assurance inspections.
  • Demonstrated ability to clean and organize multiple rooms efficiently and effectively.

Education

Diploma - Cosmetology

Ogle School
Stafford, TX
06.2020

High School Diploma - undefined

Leesville High School
Leesville, Louisiana
05.2011

Skills

  • Providing Feedback
  • Call Control Skills
  • Answering Questions
  • Team Development
  • Online Chat

Timeline

CALL CENTER AGENT

Maximus
12.2022 - Current

CUSTOMER SERVICE

PASA
10.2021 - 12.2022

Server

BreWingZ Restaurant and Bar
12.2019 - 04.2020

KEY HOLDER SUPERVISOR

Brewingz
12.2019 - 04.2020

CUSTOMER SERVICE SUPERVISOR

Walmart
09.2016 - 04.2018

TAILGATORS

Daiquiri Shop
02.2016 - 08.2016

CASHIER

BCI Frazier/Fort Polk
01.2014 - 02.2015

HOUSEKEEPER, HOUSEKEEPING

Comfort Suites Hotel
01.2010 - 02.2011

Diploma - Cosmetology

Ogle School

High School Diploma - undefined

Leesville High School

Veteran Liaison Logistics Coordinator

Veteran’s Evaluation Services
2022 - Current

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