Alisha McCullum
Paterson,NJ
Summary
Energetic Customer Services Representative Supervisor with over 10 years of experience supporting employees and customers. Skilled in listening to customers and resolving problems according to company policy. Supportive leader with strong interpersonal skills created positive culture for team of 10-15 representatives.
Overview
11
11
years of professional experience
Work History
Substitute Teacher
Esso
PatersonSub, NJS
11.2022 - Current
- Provided instruction and guidance to students in the absence of a regular teacher.
- Provided feedback on assignments or projects given by the regular teacher.
- Participated in professional development programs related to education topics.
- Created an environment conducive to learning while managing challenging behaviors.
Customer Service Representative Team Lead
Aramrk Refreshments
North Bergen, NJ
09.2019 - 10.2020
- Serves reps by assisting customers by providing product and service information and resolving product and service problems.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Developed customer service strategies to improve customer satisfaction ratings.
Call Coordinator Team Lead
One Call
Piscataway, NJ
11.2018 - 12.2019
- Orients and educates patients and their families by meeting them; explaining the role of the patient care coordinator; initiating the care plan; providing educational information in conjunction with direct care providers related to treatments, procedures, medications, and continuing care requirements.
- Verified customer account data by reviewing existing records and confirming accuracy of data entered into system.
- Provided training and guidance to new team members on proper telephone etiquette when dealing with customers.
- Responded to customer inquiries and requests for information by providing accurate and complete answers.
Data Entry Specialist
ASME/Office Team
Little Falls, NJ
09.2017 - 05.2018
- Managed a team of data entry personnel and monitored their performance.
- Ensured that all data was entered correctly, following established procedures and protocols.
- Trained new employees on how to use different computer applications related to entering data accurately.
- Responded quickly to customer inquiries relating to any issues they may have encountered with their online accounts.
Customer Services Sales Consultant
Net-A-Porter Group
03.2015 - 11.2015
- Conducted regular performance reviews for sales consultants and provided feedback for improvement.
- Developed training materials for new recruits in the Sales Consultant role.
- Coached individual members of the Sales Team on their approach to selling products and services in order to maximize revenue potential from each sale.
- Provided guidance and support to sales consultants on customer service techniques and sales strategies.
Senior Customer Service Supervisor
Stryker Orthopedics
Mahwah, NJ
12.2013 - 04.2014
- Provide phone support for inquiries from sales and healthcare professionals.
- Provided guidance and support to customer service representatives in resolving complex customer inquiries.
- Created reports analyzing customer feedback data, identified areas of improvement, and developed strategies for resolution.
- Evaluated individual employee performance through one-on-one coaching sessions.
- Researched escalated customer complaints and worked with other departments to resolve issues quickly and efficiently.
Education
Bachelors of Science: Applied Science -
Centenary College
Skills
- Team Management
- Issue Resolution
- Performance Evaluations
- Skill Development
- Continuous Improvement
- Team coaching
- Performance Management
- Employee Supervision
- Effective Communication
Key Qualifications
- Communication
- Ability to Work Under Pressure
- Decision Making
- Time Management
- Self-motivation
- Conflict Resolution
- Leadership
- Adaptability
- Salesforce
- Microsoft Office
References
Available upon request
Timeline
Substitute Teacher
Esso
11.2022 - Current
Customer Service Representative Team Lead
Aramrk Refreshments
09.2019 - 10.2020
Call Coordinator Team Lead
One Call
11.2018 - 12.2019
Data Entry Specialist
ASME/Office Team
09.2017 - 05.2018
Customer Services Sales Consultant
Net-A-Porter Group
03.2015 - 11.2015
Senior Customer Service Supervisor
Stryker Orthopedics
12.2013 - 04.2014
Bachelors of Science: Applied Science -
Centenary College