Alexis Mack
Jacksonville,FL
Summary
Dynamic professional with expertise in problem-solving, dispute resolution, and customer care. Proven ability to enhance service delivery and manage high-stress situations effectively. Results-driven agent known for effective communication and exceptional customer service skills. Experienced in analyzing feedback to improve service offerings and resolve complex customer concerns, fostering loyalty and repeat business.
Overview
8
8
years of professional experience
Work History
Upskill Agent
Maximus
Jacksonville, FL
11.2023 - Current
- Collaborated with team members to enhance service delivery processes and customer satisfaction.
- Analyzed feedback to identify areas for improvement in service offerings and customer experience.
- Handled escalated issues with professionalism, ensuring timely resolution of complex concerns.
- Maintained up-to-date knowledge of product offerings to provide accurate information to customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Fraud Analyst
Genpact
Jacksonville, FL
07.2022 - 02.2023
- Conducted thorough reviews of customer accounts to assess suspicious behavior and patterns.
- Monitored real-time transactions using advanced fraud detection systems to ensure compliance.
- Implemented process improvements that enhanced accuracy in fraud case evaluations.
- Enhanced fraud prevention protocols by staying current on industry trends and best practices.
Call Center Representative
Focus Services Inc.
Jacksonville, FL
10.2021 - 12.2021
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Provided comprehensive after-sales support, ensuring customer satisfaction and fostering long-term business relationships.
- Attended trade shows and conferences regularly to increase brand visibility.
- Evaluated sales performance regularly, identifying areas for improvement and implementing necessary adjustments to achieve set targets.
Customer Service Representative
Positive Psyche
Jacksonville, FL
06.2019 - 10.2021
- Mitigated losses by identifying potential risks in borrower profiles and recommending appropriate action plans.
- Maintained accurate records of client interactions, ensuring up-to-date documentation for future reference or escalation purposes if necessary.
- Increased team productivity by mentoring junior Default Resolution Specialists on best practices and procedures.
- Consulted with responsible parties to negotiate repayment plans.
Banking Customer Service Representative
US Bank Service Center
Jacksonville, FL
10.2018 - 03.2019
- Resolved customer inquiries and issues promptly, enhancing overall satisfaction and loyalty.
- Educated clients on banking products and services, facilitating informed decision-making.
- Collaborated with team members to streamline processes, improving service delivery efficiency.
- Mentored junior representatives, fostering a collaborative learning environment within the team.
Education
High School Diploma -
First Coast High School
Jacksonville, FL06.2018
Skills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Transaction monitoring
- Evidence collection
- Verbal and written communication
- Effective communication
- Dispute resolution
- Call management
Timeline
Upskill Agent
Maximus
11.2023 - Current
Fraud Analyst
Genpact
07.2022 - 02.2023
Call Center Representative
Focus Services Inc.
10.2021 - 12.2021
Customer Service Representative
Positive Psyche
06.2019 - 10.2021
Banking Customer Service Representative
US Bank Service Center
10.2018 - 03.2019
High School Diploma -
First Coast High School