Service Representative Customer
Resume:
Alexis Horn
Humble, TX *****
*.*********@*****.***
Customer service professional seeking to secure an opportunity to utilize 10 years of experience in customer service management in a high paced call center and retail store environment. I have extensive experience in billing, sales, escalations, and retention. I am able to type 70 wpm and can multitask in a fast-paced environment. I am a business professional who works efficiently individually or with a team. I am also experienced in managing groups of 15 or more and driven to exceed performance goals. Mattress Firm Headquarters, Customer Service Supervisor May,2019 – September, 2022
• Provided employees with guidance in handling complex calls and educated of possible deescalation options
• Implemented corporate and departmental policies, procedures, and service standards in conjunction with management
• Discussed job performance concerns with employees and created couching plans to prevent reoccurrences
• Resolve customer concerns escalated to the corporate office CIBTVisas, Customer Service Representative
Feb, 2016 – Dec, 2016
• Scheduled visa interviews and coronated daily pickups
• Provided passport and visa requirements per country
• Provided exceptional customer service while educating of sales and promotions
• Preformed clerical duties
• Collaborated with Embassies and The Department of State to resolve visa or passport concerns Sprint, Customer Service Lead
April, 2010 - Oct, 2014
• Helped supervise up to 15 employees in a high paced call center environment
• Assured agents met monthly customer satisfaction, sales, and AHT goal
• Preformed escalations, technical support, and retention duties
• Addressed employee inquiries in a timely manner
• Resolve highly escalated customer concerns
Melrose Clothing, Store Manager
Jan, 2007 – Feb, 2010
• Lead, train, monitor, and couched staff
• Strategized merchandising plans to increase clientele and exceed daily sales goals
• Ensure compliance with procedures and policies
• Address and resolve customer complaints
• Preformed standard managerial duties
Education
Houston Community College, 2015
Started Anesthesiology Prerequisites
University of Houston Downtown, 2020
Completing Anesthesiology requirements
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