Kalexis Drake
Huntsville,AL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Shipping and Receiving Clerk
GXO
Huntsville, AL
06.2022 - 09.2022
- Orchestrated routing by producing accurate shipping documentation and package labels.
- Completed basic mathematical calculations to check weights and dimensions of shipments.
- Communicated with vendor representatives to resolve damaged shipments and item shortages.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Updated database with changes in carrier status.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Sorted and delivered materials to different work areas and staff.
- Processed required paperwork to expedite handling of shipped and received goods.
- Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
Customer Service Representative
AT&T
Work From Home, TN
03.2022 - 06.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative Agent
Spectrum
Work From Home, TX
01.2020 - 12.2021
- Recommended Internet and phone to customers, thoroughly explaining details.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to cable technical support needs.
- Submitted service tickets for equipment maintenance requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Responded to telephone, email and in-person inquiries regarding cable operation, use and repair.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 86%.
- Educated customers on promotions to enhance sales.
Benefits Verification Specialist
Capegemini
Work From Home, TX
09.2020 - 01.2021
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone and email.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Posted payments to accounts and maintained records.
- Verified client information by analyzing existing evidence on file.
- Reviewed over 100 patient cases per week and verified insurance coverage information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Observed strict procedures to protect sensitive patient information, medical records and payment data.
Customer Service Agent
Cox Communications
El Paso, TX
11.2019 - 01.2020
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Reviewed and solved account and billing discrepancies.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Production Operator
LG
Huntsville, AL
12.2018 - 10.2019
- Monitored machinery in operation to identify concerns and make corrections or report complex problems.
- Inspected final products to assess compliance with quality standards and established tolerances.
- Calibrated machines to maintain required productivity levels and adherence to quality standards.
- Reviewed production specifications to verify accurate weights and measurements prior to mixing ingredients.
- Documented production information via daily system logs and discussed non-conformance issues with management.
- Examined incoming materials and compared to documentation for accuracy and quality.
- Worked closely with others in team-oriented settings to maintain line productivity.
- Kept work area clean, neat and organized to prevent accidents, mishaps and misplaced tools.
- Coordinated and supervised assembly work for couplers and rolling assembly crews.
- Monitored machine operation and diagnosed malfunctions.
- Responsible for achieving production requirements.
- Trained staff of 10 direct labor employees to perform assembly and manufacture of product.
Customer Service Representative
Comcast
Work From Home, Alabama
03.2017 - 05.2018
- Described product to customers and accurately explained details and care of merchandise.
- Successfully acquired average of 100 new customers per month, generating 5% growth in revenue.
- Provided elevated customer experience to generate loyal clientele.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Directed calls to appropriate individuals and departments.
- Helped drive sales goals and achieve monthly quotas.
- Set up and explained new membership contracts.
Customer Service Agent
Alorica
Huntsville, AL
06.2016 - 03.2017
- Performed refills and fax new prescription refills to MD Researched and resolved billing and invoice problems Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed customer service inquiries in a timely and accurate fashion.
- Formulated and enforced Service Center policies, procedures and quality assurance measures Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
- Properly directed inbound calls in phone queues to improve call flow.
- Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met Verified details of transactions, including funds received and total account balances.
Lead Teacher
Rainbow Childcare Center
Huntsville, Alabama
08.2015 - 07.2016
- Accurately sign children in/out of each classrooms
- Supervised and monitor the safety of children in my care
- Prepared meals and organize meal times for the children
- Assisted children with good hygiene change infants/toddlers diapers
- Implemented curriculum that allows children to learn about the world and explore interest.
- Designed lesson plans to focus on age and level appropriate material.
- Earned positive verbal/written feedback from parents regarding classroom instruction and student learning success.
- Schedules nd routines to ensure children have enough activities and naptime.
- Watched for signs of emotional or developmental problems Keep records of children progress, sanitize toys, mats, cribs, cots, etc.
Caregiver
American Seniors Associates Program
Huntsville, AL
03.2015 - 01.2017
- Providing behavioral/emotional support and supervision for those with dementia and Alzheimer's.
- Evaluating patient care needs, prioritized treatment and maintained patient flow.
- Accurately documented all elements of nursing assessment, treatments, medications, discharge instructions and follow-up care.
- Utilize strong assessment skills to determine necessary patient care.
- Delivered high-quality and compassionate treatment to indigent and low-income patient community.
- Maintained quality care systems and standards, including but not limited to, creating and improving medical protocols/guidelines.
- Provided palliative care in outpatient settings ranging from assessment to development and implementation of care plans.
- Performed all tasks with a patient-centered focus while seeking opportunities for improvement of processes and treatments.
- Assisting patients with healing and recovery after surgery.
- Acting as patient advocate and implement total patient care through a team nursing process covering 8-10 high acuity patients per shift.
Cashier/ Sales associate
Sam's Club
Huntsville, Alabama
03.2014 - 08.2015
- Provided professional and courteous service at all times.
- Operated cash register with proficiency.
- Worked overtime shifts during busy periods.
- Assessed customer needs and responded to questions.
- Cleaned and straightened work area.
- Bagged merchandise by following standard procedures.
- Issued receipts for purchases and gifts.
- Worked with customer service to resolve issues.
- Unboxed new merchandise.
- Promoted and Sale Upgrades and Credit cards
- Answered questions/calls at membership desk
- Greeted members at the door
- Zoned sales floor
- Kept section organized and stocked new items
- Responsible for locking and setting alarm behind the counter.
Lead Teacher
Union Chapel Christian Academy/CDC
Huntsville, Alabama
06.2011 - 04.2015
- Performed receptionist duties such as: greeting parents, recording daily attendance
- Assisted staff with both long and short range activities in accordance with curriculum objectives
- Maintained daily open communication with parents
- Maintained confidentiality Report any suspect abuse to supervisor
- Maintained safe and healthy environment
- Routinely met with students' parents regarding in-class issues and learning interruptions to discuss solutions.
- Established and enforced rules for behavior and procedures for maintaining order among a class of 18 students.
- Coordinated after school tutoring hours with other teachers to help students in need of extra attention.
- Received high remarks for creativity of classroom lesson plans and instructional techniques from students, parents and faculty.
- Operated front desk, handling all payments, sorting mail, filing documents, and stocking supplies
- Assisted Children with learning basic math and reading skills.
- Inspected and replace damaged or lost materials.
Education
Associate of Arts - Nursing
Calhoun Community College
Huntsville, Alabama05.2024
Skills
- Creative problem solver
- Strong client relations
- Multi-line phone talent
- Exceptional communication skills
- Team leadership
- Mediation capability
- Strategic sales knowledge
- Benefits analysis
Certification
CPR CertifiedFirst Aid Certified Skill Highlights
Timeline
Shipping and Receiving Clerk
GXO
06.2022 - 09.2022
Customer Service Representative
AT&T
03.2022 - 06.2022
Benefits Verification Specialist
Capegemini
09.2020 - 01.2021
Customer Service Representative Agent
Spectrum
01.2020 - 12.2021
Customer Service Agent
Cox Communications
11.2019 - 01.2020
Production Operator
LG
12.2018 - 10.2019
Customer Service Representative
Comcast
03.2017 - 05.2018
Customer Service Agent
Alorica
06.2016 - 03.2017
Lead Teacher
Rainbow Childcare Center
08.2015 - 07.2016
Caregiver
American Seniors Associates Program
03.2015 - 01.2017
Cashier/ Sales associate
Sam's Club
03.2014 - 08.2015
Lead Teacher
Union Chapel Christian Academy/CDC
06.2011 - 04.2015
Associate of Arts - Nursing
Calhoun Community College
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