V. Alexandria Townsend

Work History

Provider Services Representative

GlowTouch

11.2023 - Current

Managed incoming calls from medical providers seeking information or assistance.
Enhanced provider engagement by introducing providers to a user-friendly online portal.
Facilitated a better understanding of policy coverage and claim status.
Maintained up-to-date knowledge on company products and services to provide accurate information to providers.
Streamlined provider inquiries and concerns through effective triage and escalation processes.
Collaborated with cross-functional teams to resolve complex provider issues.
Exhibited high energy and professionalism when dealing with clients and staff.
Managed timely and effective replacement of damaged or missing products.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Investigated and resolved accounting, service, and delivery concerns.

Credit Card Fraud Specialist

Alorica At Home

06.2021 - 09.2023

Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.
Optimized fraud investigation workflows, accelerating resolution times, and minimizing customer impact.
Conducted thorough investigations into suspicious account activities, mitigating potential financial losses.
Produced detailed reports of fraud investigations and presented findings to senior management.
Analyzed large amounts of data to find patterns of fraud and anomalies.
Performed risk assessments to determine fraud risk and prioritize investigations.
Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
Conducted research and interviews with relevant stakeholders to gather evidence and build cases.
Reviewed transactions and receipts to identify any suspicious activity.
Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.

Data Entry Clerk

Freelance

04.2021 - 06.2021

Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
Completed data entry tasks with accuracy and efficiency.
Organized, sorted, and checked input data against original documents.
Created and maintained data entry logs to track data entry activities.
Entered data into various computer systems accurately using Microsoft Office Suite.
Followed established procedures to enter and process data correctly.
Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
Enhanced operational efficiency by suggesting and implementing improvements to data entry workflows.
Optimized data backup procedures, safeguarding against data loss and facilitating easy recovery.
Used computer software to store and retrieve data.
Followed data entry protocols, rules and regulations.

Medical Answering Service Support

Salelytics

11.2019 - 05.2021

Scheduled appointments, submitted prescription refill requests, accessed lab results, and updated patient medical records.
Resolved problems, improved operations, and provided exceptional service.
Learned and adapted quickly to new technology and software applications.
Worked effectively in a fast-paced environment.
Demonstrated self-sufficiency with a strong sense of personal responsibility.
Worked well both independently and collaboratively in a team environment.
Displayed excellent communication skills, both verbal and written.
Demonstrated strong organizational and time management skills while managing multiple projects.
Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.

Veterinary Pharmaceutical Inside Sales Rep

Salelytics

12.2017 - 11.2019

Answered customers' questions regarding products, prices, and availability.
Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreements.
Attended meetings and sales events to learn the latest developments and brainstorm new sales strategies.
Collaborated with outside sales representatives, marketing, and other departments to generate leads and close sales.
Maintained up-to-date knowledge of available products.
Used CRM software to maintain detailed contact logs and account records.
Anticipated customer needs proactively, offering value-added services or discounts as appropriate.
Facilitated friendly and professional customer interactions.
Nurtured long-term customer relationships through regular check-ins, keeping them informed of relevant updates and promotions.
Monitored competitor activities closely, adjusting approaches accordingly to maintain a competitive edge in the market.
Presented professional image consistent with company's brand values.
Attended monthly sales meetings and quarterly sales trainings.
Selected correct products based on customer needs, product specifications and applicable regulations.
Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Informed customers of promotions to increase sales productivity and volume.
Developed and maintained strong working relationships with professionals within assigned territory.
Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Stayed current on company offerings and industry trends.

Cable Customer Retention Specialist

Alorica, Inc.

11.2016 - 12.2017

Bolstered customer retention by creating and offering unique service packages and discounts, inspiring interest in new options.
Coordinated service visits, new equipment installation, and equipment returns for residential customers.
Communicated with sales teams to develop targeted promotions aimed at retaining high-value customers effectively.
Monitored industry trends, staying ahead of competitors'' tactics in order to proactively address potential challenges or disruptions.
Enhanced customer satisfaction by addressing and resolving complex issues promptly.
Analyzed client usage patterns to identify potential churn risks and implement proactive measures.
Contributed to company growth by upselling additional products and services during support interactions.
Adhered to appropriate legal scripting when required.
Trained junior team members, boosting overall department performance and service quality levels.
Followed up with customers about resolved issues to maintain high standards of customer service.
Investigated and resolved customer inquiries and complaints quickly.
Educated customers about billing, payment processing, and support policies and procedures.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Maintained up-to-date knowledge of product and service changes.
Met customer call guidelines for service levels, handle time and productivity.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Summary

Overview

Work History

Provider Services Representative

Credit Card Fraud Specialist

Data Entry Clerk

Medical Answering Service Support

Veterinary Pharmaceutical Inside Sales Rep

Cable Customer Retention Specialist

Education

Vocational Diploma - Medical/Dental Office Administration

Vocational Diploma - Cosmetology Operator

Skills

Timeline

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