Customer Service Support
Resume:
Alycia Self
Antioch, TN *****
**********@***.***
Professional Summary
A Customer Support professional with more than 20 years of experience; adept at working in a fast-paced
environment demanding strong organizational, leadership and interpersonal skills
Work Experience
Merchandise Associate(TJ
Maxx)-Nashville, TN
August 2023 to Present
Present for customer service, merchandising and cleanliness by engaging customers, model customer
experiences practices, and support positive store culture.
Accurately ring up purchases and returns. Promote credit and loyalty programs.
Cashier
Member Experience Advisor
Nations Benefits
Nashville, TN
January 2022 to May 2022
U-Kno Catering-Nashville, TN
January 2021 to December 2022
Resolve members inquiries to establish a strong relationship to meet the customers *****.**********@***.***
Cashier
U-Kno Catering
Nashville, TN
· Ringing up sales of food items and collecting payments
· Maintain public areas
· Managed grab and go inventory
· Assisted in food preparation
· Accept cash and return correct change to ensure the drawer balances
interpersonal skills to establish a strong relationship that allows for direct probing to uncover the
member's needs
· Resolve member inquiries at the first point of contact
· Ability to learn product portfolio quickly and discuss options and features in detail
· Provide knowledge and in-depth advice for hearing loss and hearing aids
· Educate members on products or services that will enhance their quality of life
· Show empathy both in word choice and intonation to all Members
· Ability to remain confidential with all proprietary information
· Utilize interpersonal skills to establish a strong relationship that allows for direct probing to uncover
the member's needs
· Resolve member inquiries at the first point of contact
· Utilize effective sales techniques to influence the member to take action
Staffing Analyst, the Home Depot, Temp via Staffmark, December 2011 to March 2012
Staffmark, Atlanta, GA
●Contacted applicants in a call center environment, to conduct phone screens to narrow down the pool of applicants by asking questions about their skills, qualifications and or interest. The responses were scored against the target areas of the position to determine if the applicant could be scheduled for an in store interview
●Maintained 97% schedule adherence
●Achieved and maintained 90% or higher quality rating
Customer Service Representative, Titlemax, July 2010 to September 2011
Titlemax, Nashville, TN
●Processed short term loans where the customer uses their vehicle as collateral for the loan.
●Appraised vehicles to determine the actual cash value of the vehicle
●Sent out billing notices as a reminder of payment due
●Account management/ past due account management
●Collection calls/repossessions
●Telephone sales and/or cold calling to generate new accounts
●Various banking duties
●Processed both cash and debit card payments
●Wrote Office employee work schedules
Consumer Advisor, April 2009 to February 2010
BlueCross BlueShield of TN, Nashville, TN
●Addressed consumer medical insurance concerns in a call center environment
●Verified insurance benefits
●Assisted customers with accessing their information on bcbst.com
●Worked closely with other departments to resolve complex issues in a timely manner
●Successfully completed all necessary training on handling special benefit change request by the groups either the State of Tennessee, Nissan or Metropolitan Davidson County
Benefit Clerk, June 2008 to February 2009
Cowan Benefit Services, Franklin, TN
●Enrolled new employees in benefit plans and provide telephone based benefits orientation.
●Processed eligibility status changes due to qualifying events.
●Processed open enrollment benefits plan elections.
●Investigated billing discrepancies by performing monthly audits.
●Maintained employee benefit files in HRIS and other electronic record keeping file storage.
●Sent out COBRA notices for eligible employees and/or dependents.
Underwriter I, March 2007 to June 2008
Permanent General Assurance Company, Nashville, TN
●Processed new business auto insurance applications using both company and state guidelines by addressing issues on an exception report in multiple states in a call center environment
●Reviewed auto insurance applications to ensure completion before a policy was activated.
●Verified that all motor vehicle violations, fees and discounts were added to a policy in order to calculate the correct premium for insurance.
●Communicated with customers to obtain all missing signatures on a policy or to inform them of any changes to their policy or insurance premium.
●Provided reports to agents to show missing information, which improved agent productivity and performance.
●Received Underwriter Appreciation Award in October 2007.
Life and Health Insurance Specialist, September 2005 to November 2006
State Farm Agent Kevin Perry, Nashville, TN
●Sold various insurance products, specializing in life and health products.
●Made weekly visits to new and existing clients outside of the office to build and maintain a relationship.
●Trained new associates on key operation functions.
●Promoted insurance products through cold calling, direct mailings and field networking.
●Received the “Top Life Insurance Premium Producer” award.
Administrative Assistant, August 2004 to September 2005
Hawkins Development Company, Nashville, TN
Coordinated project meetings.
Organized and maintained project records.
Prepared project contracts and subcontracts for upcoming projects.
Generated and bound all reports for the monthly project report pertaining to the Tennessee Processing Center for the Bank of New York.
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