ALICIA PERKINS

A

DALLAS,TX

469-***-****

ad31ga@r.postjobfree.com

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

WORK EXPERIENCE

CALL CENTER AGENT

10/2009 to 09/2011

SPECTRUM

DALLAS,TX

Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.

Forwarded calls to management if outstanding issue required immediate resolution. Asked probing questions to determine service needs and accurately input information into electronic systems.

Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues.

Identified consumer needs, clarified information and researched issues to provide alternative solutions. Maintained accurate records of incoming calls in internal database. Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.

Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

CUSTOMER SUPPORT REP

12/2011 to 04/2013

CMI GROUP

RICHARDSON,TX

Answered support calls to learn about and address customer needs, complaints or other issues with products or services.

Maximized customer satisfaction by handling customer email and telephone interactions. Analyzed customer complaints and service trends to identify and correct systematic issues. Engaged in active listening with callers to confirm or clarify information and diffuse anger. Escalated calls to solve problems and drive customer satisfaction. Upheld high standards of customer services by responding to inquiries, needs and problems. Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Documented customer correspondence in CRM to track requests, problems and solutions. Processed customer account changes with proprietary software. DATA ENTRY CLERK

07/2013 to 01/2016

SUN BEAMS FOOD INC

DALLAS,TX

Completed accurate and efficient data entry and database updates to support business operations. Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.

Identified, corrected and reported data entry errors. Responded to daily inquiries and requests within mandated timeframe to meet deadlines. Supported document reviews and auditing by locating and providing required data, reporting on input procedures and other relevant circumstances as necessary. Adhered to strict data confidentiality policies to prevent information leakage. Identified and corrected data entry errors to prevent duplication across systems. Created reports and audited charts to maintain concise records. Documented data entry completions in corresponding logbooks. Monitored updates to company databases and corrected identified errors. DATA ENTRY CLERK

09/2016 to 02/2019

CRS LLC

DALLAS,TX

Scanned and stored files and records electronically to reduce paper files and secure data. Collected and organized information for entry, prioritizing entries to increase efficiency. Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.

Transferred data from hard copies to digital databases, organizing information in new formats. Identified and corrected data entry errors to prevent duplication across systems. Responded to daily inquiries and requests within mandated timeframe to meet deadlines. Reviewed, corrected or deleted data, verifying customer and account information. Proofread and edited documents to correct errors.

Stored hard copies of data in organized files to optimize retrieval. INBOUND CUSTOMER SERVICE REP

03/2019 to 06/2023

GEICO

RICHARDSON,TX

Set up and activated customer accounts.

Improved customer service wait times to mitigate complaints. Mentored new employees on procedures and policies to maximize team performance. Made outbound calls to obtain account information. Consulted with customers to resolve service and billing issues. Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

SKILLS

Call Center Operations

Upselling Products and Services

Customer Data Confidentiality

Verbal and Written Communication

CRM Software

De-escalation Techniques

Microsoft Office Suite

Efficient and Detail-Oriented

Typing 45 WPM

Outlook

Claims

EDUCATION

W.T. WHITE

High school or equivalent

DALLAS,TX

2009

Contact this candidate