Summary
Overview
Work History
Education
Skills
Timeline
Generic

Prentiss Alford

Tucson,Arizona

Summary

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

21
21
years of professional experience

Work History

Customer Service Representative

GEICO
Tucson, AZ
02.2022 - 01.2024
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Customer Service Representative

Afni Call Center
Tucson, AZ
02.2015 - 11.2022
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Developed strong customer relationships to encourage repeat business.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Gathered customer feedback through surveys and used the data to improve customer service.

Credit Analyst

Iqor
Tucson, AZ
09.2014 - 01.2015
  • Investigated and resolved customer disputes related to credit decisions.

Customer Service Representative

APAC Customer Services
Tucson, AZ
01.2008 - 01.2014
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and provided backup support for organizational leadership.
  • Responded to customer requests for products, services, and company information.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Trained staff on operating procedures and company services.
  • Trained new personnel regarding company operations, policies and services.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

aol tech support

AoL
Tucson, AZ
01.2003 - 10.2007
  • Employed de-escalation techniques to support troubleshooting and assist disgruntled customers with professionalism and sympathy.
  • Provided daily support with escalated ticket resolution and liaised with business and technical leads.
  • Solved problems with products and services by providing customers with technical support.
  • Provided helpful, informative technical support to customers on product usage and installation.
  • Supported students in the use of technology to enhance their learning.

Education

Associate of Applied Science - Business Management

Parks College
Tucson, AZ
06-1997

High School Diploma -

John F Kennedy High School
Fremont, CA
05-1988

Skills

  • Call Management
  • Product Knowledge
  • Data Entry
  • Customer Service

Timeline

Customer Service Representative

GEICO
02.2022 - 01.2024

Customer Service Representative

Afni Call Center
02.2015 - 11.2022

Credit Analyst

Iqor
09.2014 - 01.2015

Customer Service Representative

APAC Customer Services
01.2008 - 01.2014

aol tech support

AoL
01.2003 - 10.2007

Associate of Applied Science - Business Management

Parks College

High School Diploma -

John F Kennedy High School
Prentiss Alford