Customer Service Leader with 13+ Years Experience

Alice Lynch

***********@*****.*** 606-***-**** LinkedIn

SUMMARY

● 10+ years of experience in customer service, call center support, and issue resolution in fast-paced environments.

● 5+ years of experience in caregiving, providing compassionate in-home care and teaching essential life skills.

● 3+ years of experience in business analysis, specializing in Medicaid recertification processes and team collaboration.

● Proven ability to handle customer inquiries, billing issues, and account security with professionalism and efficiency. SKILLS

● Customer Service & Support: Call Center Operations, Customer Issue Resolution, Billing and Payments Assistance, De-escalation Techniques

● Administrative & Technical Skills: Data Entry (10+ years), Account Security, Record Keeping, CRM Software Proficiency

● Caregiving & Life Skills Support: In-Home Caregiving, Teaching Daily Living Skills, Compassionate Communication

● Retail & Food Service: Cash Handling and Registers (10+ years), Team Leadership & Supervision, Food Preparation & Grill Operation

WORK EXPERIENCE

Caregiver/Provider

New Vista – Irvine, KY April 2012 – Present

● Provide in-home care for my daughter, teaching essential life skills such as laundry, household chores, and self-care.

● Create a nurturing and supportive environment, fostering independence and confidence. Business Analyst

TEKsystems – Irvine, KY March 2023 – December 2023

● Managed Medicaid recertification and approvals, handling inbound and outbound calls related to the Public Health Emergency (PHE) unwinding.

● Collaborated with a team of 215 professionals, ensuring accuracy and efficiency in the recertification process. Customer Service Representative

Valvoline Instant Oil Change – Remote March 2022 – October 2022

● Answered customer inquiries, provided pricing and availability information, and resolved billing issues.

● Maintained accurate records of customer interactions and complaints, ensuring prompt follow-up and resolution. CSNA Sr. Associate

Amazon – Winchester, KY October 2016 – January 2019

● Provided customer support in a call center environment, resolving account issues and de-escalating conflicts.

● Performed data entry and maintained account security while delivering excellent service. Alice Lynch ***********@*****.*** 606-***-**** LinkedIn WORK EXPERIENCE CONTINUED

Third Key Holder

Dollar General – Richmond, KY September 2006 – May 2007

● Managed store operations during opening and closing shifts, supervising 1-2 team members.

● Handled cash deposits, register operations, and customer service duties to ensure store efficiency. EDUCATION

Associate of Arts in Human Services

Grace Bible College – Grand Rapids, MI September 2014 – July 2016

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