Customer Service Call Center

Alicia Trice

Apple Valley, MN ***** • 312-***-**** • ******.*****@*****.***

Summary of Qualifications

Over 10 years of quality customer service experience working with diverse populations of people. Ability to work in a fast-paced environment while adapting to change Proficient in multitasking and prioritizing to meet deadlines and obtain goals Observant and reliable professional with excellent time-management and communication skills along with de-escalation tactics.

PROFESSIONAL SKILLS

•Customer Outreach and Support

•Document Collection and Verification

•NRF Customer Service Certification

•Account Audits

•Customer Account Updates

•Call Volume and Quality Metrics

WORK HISTORY

Home Care Representative, PICS Home Care, 12/2020 – 06/2021

•Attentively looking after children with disabilities by assisting with toileting, grooming and food preparation.

•Provide accommodation for sensory and psychological development.

•Used emotional regulation tactics and emotional empathy.

Call Center Representative, Alorica, 12/2018 – 09/2019

•Completed customer orders upon request.

•Consulted with patients about their coverage.

•Completed and followed consultative call flow while attentively recording.

•Customer complaints and transferring to the correct department when necessary.

•Submitted resolutions to over 600 calls individually weekly.

Call Center Pension Representative, Wells Fargo Retirement Center, 01/2017 – 06/2018

•Processed over 200 calls daily for information updates from our customers.

•Assist clients with online account access and balance inquiries.

•Delivered effective customer service to customers by providing updates on tax forms for the coming year along with pension perks.

EDUCATION

•Twin Cities RISE – Minneapolis, MN, Expected in 06/2023

My Road to Success – Completed Intensive Emotional Intelligence training to assist with managing conflict, giving constructive feedback, and working effectively as part of a team. Developed skills related to problem-solving, critical thinking, and effective workplace communication.

•Project For Pride in Living Train to Work Program / Banking Program - Minneapolis, MN, 07/2016

•Edison High School – High School Diploma, Minneapolis, MN, 2008

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