Customer Service Support Specialist
Resume:
Alecia Perry-Thompson
Work Experience
Richmond, TX 77407
******@*****.***
Innovative and resourceful in communications with virtual training, professional with 15 years of progressive experience across a broad range of training functions and diverse industry segments. Alecia has proven the ability to combine vision, creativity, and strong business acumen with well- developed management and leadership qualities; while offering support product launches, positioning companies for success.
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
SUTHERLAND GLOBAL SERVICES - Remote
June 2021 to Present
Deliver world class customer support and build customer satisfaction and loyalty by troubleshooting all inquiries regarding streaming products over the phone and online. Excellent verbal and written communication skills in English. Customer service experience.
Proficient in tech-related elements (i.e., Technical support, troubleshooting, Websites, Android phones, etc.
Good judgment indecision-making to deliver exceptional customer support routinely always Basic PC keyboarding skills: basic Microsoft Office (Outlook, Word, Excel) experience required Dialog Direct
Qualfon - Remote
January 2018 to Present
Answering inbound phone calls regarding a customer’s account Making outbound calls to follow up on customers when necessary Maintaining composure in escalated situations
Building customer relationships, earning their loyalty and trust. Operating accurately & efficiently in a fast paced environment Handling multiple responsibilities at one time
Qualified candidates will be comfortable in a multi-tasking, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service Smiling as you speak with our customers, our customers can hear the smile Respond to request for information about products, services and pricing Meet specific client performance requirements related to customer satisfaction and sales success Meet specific DIALOG DIRECT performance standards such as number of call answered, time per call, abandoned calls, ratio of time on phone to time at work station, and telephone demeanor. Progressively move customer from information sharing to conversion and effective sales closure. Read and interpret subtleties in the customer’s focus and adapt quickly to ensure concerns are understood and satisfied.
Resolve issues and concerns raised by customers
Project a positive, professional image at all times Maintain and contribute to a fast paced work environment requiring the skill to work both independently and toward team goals.
Posses a high level of interpersonal skills in order to provide customer service according to established company guidelines.
Ability to respond to instantaneous changes to procedures. Ability to attend all training sessions necessary to perform job functions. Ability to take a written examination.
Ability to work in a structured environment with direct supervision. Ability to handle a stressful environment.
Ability to work on a regular and timely basis.
Ability to communicate orally, clearly and effectively via a telephone. Ability to read and understand written and oral communications and instructions. Cognitive ability to read and understand letters and numbers. Dispatcher/Customer Service Representative
2-10 Home Buyer Warrenty - Remote
March 2020 to January 2021
Reviews claims for details needed to properly identify potential contractors Identifies potential contractors and makes outgoing phone calls to verify they can service a claim Dispatches Claims to contractors through the Dispatch application Provide feedback to the Work Flow team regarding individual contractor performance Answers incoming calls and e-mails from contractors Dispatches emergency service requests with a heightened sense of urgency Researches and locates contractors through internet searches while managing the “Inet” queue Verifies and validates contractors’ account information and insurance to ensure records are current, prior to dispatching a work order to a contractor
Ensures Customers receive service by dispatching claims to an available in-network contractor, internet search results, or explaining other options (e.g. “Out of Network”) Effectively communicate Terms of Service and Service Standards to homeowners and contractors, as needed.
Manages individual and team task queues using established processes, while meeting or exceeding established production levels
Defuses claim and work order situations with contractors and homeowners in a professional manner Document and note all customer, contractor and supplier interactions in a clear, concise and informative matter in the claims management systems
Other duties as assigned
Allstate- (Remote-Unlicensed agent)
T-Tech, Inc - Remote
March 2018 to July 2018
Inbound customer service
Answer inbound calls (and emails) from customers
Provide professional assistance to the customers of a well-known insurance provider Answer questions, inquiries and support about products and services Gain industry knowledge and transferable experience Communicate explanation of requirements for insurance plans Enter and ensure accuracy of customer information into system, completing transactions, payment and returns.
Endorsements, Payments for Clients, other duties as assigned Training Coordinator III
Yokogawa Corporation of America - Sugar Land, TX
July 2003 to March 2015
Assist project managers and engineers with the following; Project planning & scheduling. Preparation of customer billing, Tracking payments, Collections and Follow-up and tracking of receivables. Assist project manager & engineers with travel arrangements for housing of project personnel. Activities may include arranging international travel as well as lease arrangements for housing of project personnel.
Prepared candidates for interviewing with hiring managers by providing detailed information on the company,
business strategy, department background, job descriptions, and expectation-setting. Reviews all correspondence, memoranda, and reports requiring supervisor's signature for accuracy, may sign routine correspondence.
Coordinates the shipping and/ or receiving of software, equipment and training materials. Assists in the review of bid specifications for bonding and insurance requirements. Coordinates with Corporate Risk Management to obtain necessary documents. Assists and provides support for Customer Meetings and Factory Acceptance Tests including arranging for
refreshments, luncheons, etc. as required
Assist with processing timesheets, expenses reports work orders and other administrative duties. Maintains all confidential files, accurate and well-ordered documentation on all candidates, searches, hiring managers interactions, and other recruiting activities to ensure a safe and thorough audit if required
Assisted on projects for; IACET application for CEU credits, development of Manuals needed for the Training Administrative/ Coordinators department, Methods and Procedures Manual, and Special Needs section of Policy.
Assists in the development of technical proposals in direct response to a client’s request for bid. SAP database trained.
Assist in the Marketing department, with creating and developing the company new letter using Constant Contact.
Assist with working the front desk, answering calls, directing calls and paging personal. Development of Coordinator Instructional Manual for entry level coordinators core processes and procedures
and participated in interviews, training, and supervision of internal staff. Assisted YCA in becoming an ANSI/IACET Approved Provider. This approval recognized Yokogawa's training courses as Education and credits were provided to attendees. Spearheaded the design and new look for online training materials, which represented all Yokogawa sites within the U.S. I also developed and designed training brochures for all services provided by YCA. Supported financial data and reports and implemented company and business unit policies and standards.
Due to this I was able to ensure compliance with YCA procedures as they apply to training delivery. I also called upon to provide support with Yokogawa's QA manager in the development, implementation and compliance of/to ISO 9000 standards and procedures as applicable to training business and training performance
Corporate Virtual Trainer
Chasecom, Limited - Houston, TX
November 2001 to July 2007
Chase Com is a leading provider of call center outsourcing solutions and business process outsourcing services.
There are 3 locations in the Houston market as well as facilities in India. Serving clients such as AT&T and Accenture, Chase Com has carved out a unique niche in the telecommunications and business process outsourcing market.
Facilitates learning events that are performance-based in nature and across multiple platforms. Delivers synchronous and asynchronous learning events using varied media in virtual and global environments.
Employs rapid course development methodologies to quickly meet client needs. Exercises classroom management, including learner performance and escalates issues to Performance Solution and client leadership when necessary.
Consults and solves learning solutions including: identifies client training needs, successfully uses performance consulting to analyze data and identify root cause to determine appropriate learning solutions, develops service level agreements and meets with clients to obtain approval. Measures, tracks and evaluates learner and client satisfaction. Thinks and acts globally and is aware of learning and cultural differences both domestically and globally that drive learner effectiveness.
Performs analysis of training needs.
Develops training curriculum, training aids and manuals. Delivers a variety of instructional methods and media that are appropriate to the target audience
(customer staff, institutions' personnel, and data managers' personnel). Achieves stated training objectives. Examples include, but are not limited to, interactive webinars, just- intime
virtual classrooms that promote attendees' participation and collaboration, train-the-trainer sessions, and instructor-led classroom sessions including group presentations and/or briefings. Develops and provides training materials that are accurate, current, and contain job-related information for
each user group. Examples include, but are not limited to, user guides, manuals, workflow screen shots, job aids, FAQs, etc.
Maintains and updates training materials and manuals for each phased-in implementation of systems and
processes.
Develops and delivers additional training sessions, as needed, to support regulatory initiatives and business
enhancements to systems and processes.
Participate in process improvement programs and activities for continuous process improvements. Keeps technical skills updated.
Education
Certified Entry Level in IT Information Support Specialist Coursera Online - Remote
January 2021 to September 2021
High school diploma in required
San Augustine High School - San Augustine, TX
January 1975 to May 1987
Skills
• IT Support
• Pricing
• Training & Development
• Negotiation
• Technical Support
• Business Development
• Constant Contact
• Classroom Management
• Telecommunication
• Process Improvement
• Microsoft Access
• Microsoft SharePoint
• SAP
• WordPress
• Active Directory
• LAN
• Project Planning
• Project Management
• Risk Management
• SQL
• Microsoft Excel
• Classroom experience
• Instructional design
• Customer service
• Time management
• Computer literacy
• System design
• Google Suite
• Communication skills
• iOS
• Mac OS
• Microsoft Outlook
• Recruiting
• SharePoint
• Microsoft Office
• Microsoft Word
• Program management
• Salesforce
• Account management
• Windows
• Help desk
• Accounts receivable
• Continuous improvement
• ATS
• Organizational skills
• Desktop support
• Citrix
• ServiceNow
Links
http://www.linkedin.com/in/aleciataylor1
Certifications and Licenses
Microsoft Office Access 2007
January 2007 to Present
Levels 1-2-3, examine the basic database concepts, and create and modify databases and their various objects using the Microsoft Office Access relational database application. Microsoft Office Access 2007: Excel Integration
March 2007 to Present
Access is better for managing data: helping you keep it organized, easy to search, and available to multiple simultaneous users. Excel is generally better for analyzing data: performing complex calculations, exploring possible outcomes, and producing high quality charts. If you use Access to store your data and Excel to analyze it, you can gain the benefits of both programs. Assessments
Call center customer service — Completed
May 2020
Applying customer service skills in a call center setting. Full results: Completed
Customer focus & orientation — Proficient
January 2022
Responding to customer situations with sensitivity Full results: Proficient
Attention to detail — Proficient
May 2021
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Project timeline management — Proficient
March 2020
Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient
Customer focus & orientation — Proficient
January 2022
Responding to customer situations with sensitivity Full results: Proficient
Customer service — Proficient
October 2022
Identifying and resolving common customer issues
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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