Stellar Customer Service & Sales Professional
Resume:
Rachel Alexander
Stunning Customer service, Dedicated worker
Matteson, IL 60443
*********.********@*****.***
Professional Summary
Results-driven customer service professional with 4 years of experience in various roles. Proven track record of consistently exceeding sales targets and providing exceptional customer service. Proficient in Salesforce, administrative tasks, including data entry, and skilled in handling high-volume calls and emails. Possess a strong background in customer service, sales, and hospitality. Currently seeking a role that utilizes my skills in customer service, sales, and administrative tasks. I am also interested in warehouse work as well as i am willing to switch gears into a new direction. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Reservation Sales Agent
Hyatt-Omaha, NE
January 2024 to December 2024
Currently, my job duties consist of speaking with guest who are looking to make potential reservations at one of our global properties. I also assist guest in making changing or canceling any current reservation they may have as well as updating important profile information, taking credit card payments, assisting with group reservations and sales. This is a high volume call center environment where I take anywhere between 60-80 calls per day in a remote setting. I am currently meeting above expectations on my daily and monthly sales quota.
• Provided exceptional customer service, ensuring high levels of customer satisfaction and loyalty
• Delivered persuasive presentations to potential clients, effectively communicating product features and benefits
• Consistently exceeded monthly sales targets by XX% through effective prospecting and closing techniques
• Generated weekly reports analyzing key performance metrics such as conversion rates
• Created customized solutions tailored to meet individual client needs Customer Service Representative
Innovista Health-Oak Brook, IL
June 2023 to October 2023
My duties consisted of speaking with current healthcare members regarding there benefits and upcoming appointments with physicians and specialist. I also would speak with BCBS members regarding there current benefits and eligibility status. My day to day task would consist of explaining current PPO AND HMO benefits and the coverage that was provided. I also would authorize claims and referrals for members making appointments with new PCP providers and specialist. On average I would handle 60 calls per day. This position was also remote.
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
• Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
Packer
Menasha Distribution-Alsip, IL
May 2023 to June 2023
Duties included working on a production line packing products for wholesale distribution. I would pack snack products and beauty products to be shipped out to customers
• Collaborated with team members to meet production goals and deadlines in a fast-paced environment
• Efficiently packed materials according to specific instructions and quality standards Customer Service Representative
HealthComp LLC-Mokena, IL
September 2022 to April 2023
I am a customer service representative. On a daily I speak with members and providers regarding health benefit information, claim status. And doing data entry on information needed from the member or provider. We are a TPA that assist member’s with there current benefit plan. I also assist in collection of payment and prior authorization needed for particular services that require it.
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
• Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
• Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
• Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
• Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
Fraud Specialist
Insight Global-Chicago, IL
February 2021 to July 2022
My assigned job initially was working as a Fraud Specialist for the Illinois Department of Employment security. My job consisted of I.D Verification of claimants sending in personal documents to be verified on there account. I would speak with claimants about specific issues pertaining to there case, data entry and updating information on file pertaining to the claimant. After that, I was then moved to Adjudication. Where I would over look and make final decisions and determinations on claimants accounts in order to have the unemployment benefits approved. After working only 6 months for Insight Global on the project for IDES I was promoted to a Subject Matter Expert (S.M.E). And was given a pay increase. Since my promotion I have been working hands on with management and team lead support. Over seeing daily quotas and management of the over all team. As an S.M.E my job is to guide and help support the team with any issues that may arise, Manage daily spreadsheets from all other agents, perform quality checks, and pay close attention to detail. Attend training with management on new information for upcoming projects.
• Entered and verified data accurately into company database, ensuring data integrity
• Maintained confidentiality and security of sensitive information by following established protocols
• Created and updated spreadsheets with large volumes of data, organizing information for easy retrieval
• Developed efficient methods for data entry, resulting in increased productivity by XX%
• Collaborated with team members to resolve discrepancies or missing information in the database
• Assisted in the development and implementation of new data entry procedures to improve efficiency
• Managed multiple projects simultaneously while meeting strict deadlines for data entry tasks
• Generated reports on a regular basis to provide accurate insights into key performance indicators (KPIs)
• Participated in cross-functional meetings or projects involving different teams within the organization
• Served as a subject matter expert on proper handling techniques for fragile or sensitive items Health Concierge
Randstad-Chicago, IL
March 2020 to December 2020
My responsibilities included enrolling CVS Employees into there new health benefits program for health insurance coverage. I would also assist customers in choosing the correct coverage plan that best suited their particular needs. Updated employee profiles and answered questions pertaining to there account. Customer care representative in a remote setting.
• Provided expert guidance and advice to clients on various benefit options, including health insurance, retirement plans, and employee wellness programs
• Analyzed client needs and recommended tailored benefit solutions that aligned with their goals and budget constraints
• Successfully resolved XX% of complex claim disputes within a shortened timeframe by leveraging negotiation skills
• Streamlined the open enrollment process by implementing automated systems resulting in a reduction in errors by XX%
• Provided ongoing support and guidance to employees regarding benefit plan options, coverage details, and claims procedures
Machine Operator
Pactiv Packaging-Frankfort, IL
March 2018 to August 2019
n this position, I operated a thermoforming machine that would produce Styrofoam products such as to- go trays and fresh deli meat trays for wholesale customers. My duties consisted of safely starting up machine at beginning of shift. Recording the correct number of products produced during shift. I would pack the product, correctly palletize it and stow away on tow line. I would also troubleshoot the machine if ever there was a mold jam
• Operated and maintained various types of machines, including but not limited to CNC machines, lathes, mills, and presses
• Followed blueprints, work orders, or other specifications to set up machines for production runs
• Monitored machine operations during production to detect any issues or malfunctions and took corrective actions promptly
• Maintained accurate records of production output, downtime, and quality control checks
• Collaborated with team members to troubleshoot problems and optimize machine performance
• Implemented safety protocols and followed all company policies to maintain a safe working environment
• Ensured that products met quality standards by conducting regular inspections using measuring tools such as calipers or micrometers
• Maintained inventory levels of raw materials or supplies required for machine operation
• Participated in continuous improvement initiatives by providing feedback on operational processes
• Safely operated heavy machinery following established safety guidelines at all times
• Maintained a clean work area by organizing tools, materials, and equipment after each shift
• Demonstrated strong attention to detail when inspecting finished products for defects or irregularities
• Achieved XX% increase in overall production efficiency through implementation of time-saving techniques
Banquet Server and Event Coordinator assistant
University Park Golf Club-University Park, IL
April 2017 to August 2019
• Collaborated with clients to understand their event objectives and developed customized event plans to meet their needs
• Coordinated all aspects of event setup, including audiovisual equipment, seating arrangements, and decorations
• Created and mixed a wide variety of cocktails, adhering to recipes and ensuring consistent quality
• Provided excellent customer service by engaging with patrons, taking orders, and delivering drinks in a timely manner
• Maintained cleanliness and organization of the bar area, including restocking supplies and cleaning glassware
• Developed expertise in different types of alcohol, including their flavors, origins, and production processes
• Managed cash transactions accurately and efficiently while maintaining a balanced cash drawer at all times
• Collaborated with kitchen staff to ensure smooth coordination between food orders and drink service
• Recommended specialty drinks based on customers' preferences and provided detailed descriptions of ingredients
• Prepared garnishes for cocktails such as fruit slices or twists, olives, cherries, or other decorative elements
• Provided exceptional customer service by promptly greeting and seating guests, taking accurate orders, and delivering food and beverages in a timely manner
• Demonstrated extensive knowledge of menu items, including daily specials, ingredients, and preparation methods to provide detailed recommendations to customers
• Maintained knowledge of food safety regulations and implemented proper handling procedures for safe food service
• Participated in weekly staff meetings to discuss updates on menu changes, promotions, or special events for effective communication within the team
• Utilized POS system proficiently for order entry accuracy and efficient table management throughout shifts
• Supported fellow team members during busy periods by assisting with tasks such as refilling condiments or running food orders when necessary
Customer Service Representative
Stericycle Communication Solutions-Chicago, IL
August 2018 to March 2019
Customer service agent for a medical messaging center. taking messages and calls for local hospitals and clinics from patients and doctors.
Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Built rapport with customers through active listening, empathy, and personalized interactions
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
• Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
• Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
• Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
• Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries
• Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
Material Handler
Amazon Warehouse-Monee, IL
October 2017 to June 2018
My duties consisted if gathering garbage around the facility and dispersing of it properly. operated a pallet jack to transport debris.
• Organized storage areas to optimize space utilization and facilitate easy retrieval of materials
• Worked closely with production team to provide them with necessary materials in a timely manner
• Maintained cleanliness of work area, adhering to sanitation standards set by the company
• Managed material flow to support production schedules and minimize downtime Loader/Unloader
Manpower Temp Service-Elwood, IL
January 2017 to June 2017
• Efficiently picked and packed customer orders according to established guidelines and procedures
• Utilized handheld scanners to track inventory movement and ensure proper stock rotation
• Collaborated with team members to meet daily production targets, consistently achieving XX% above target
• Operated material handling equipment such as forklifts or pallet jacks to transport goods within the warehouse
• Assisted in organizing and maintaining a clean and orderly warehouse environment, promoting workplace safety practices
• Communicated effectively with supervisors regarding any issues or concerns related to order fulfillment process
Customer Care Associate
Xerox Business Services, LLC-Bolingbrook, IL
August 2015 to September 2015
Responsibilities
Call center help for customers having issues with there phone bill, refunds, or troubleshooting.
• Provided exceptional customer service and support to resolve inquiries, complaints, and issues in a timely manner
• Maintained a high level of professionalism and empathy while interacting with customers to ensure their satisfaction
• Effectively communicated product information, policies, and procedures to customers to address their concerns and provide accurate solutions
• Managed a high volume of incoming calls, emails, and live chats from customers seeking assistance or information
• Participated in regular team meetings to discuss challenges faced by customers and share best practices for resolving them effectively
Phone Interviewer
NORC-Chicago, IL
October 2012 to January 2013
1
Responsibilities include conducting surveys over the phone for CDC (Centers for Disease Control and Prevention) on immunizations of children. The Survey is better known as NIS (National Immunization Survey) Experienced in PLU's (provider look ups), call management skills, data entry as well as refusal converter. I'm great at multi-tasking, filing and I have an excellent professional, as well as ENERGETIC phone voice!
Reason for leaving: Started School
Receptionist
Rosita's Luxury Tours-University Park, IL
June 2008 to August 2008
60484
Responsibilities included, answering phones, making reservations, typing, filing, confirmations and invoicing.
Reason for leaving: Summer Job.
• Managed a high volume of incoming calls, efficiently routing them to the appropriate departments
• Scheduled appointments and maintained calendars for multiple executives, ensuring optimal time management
• Responded to inquiries from clients and employees in a timely manner, providing accurate information or directing them to the appropriate resources
• Handled sensitive documents with confidentiality and discretion, maintaining strict adherence to privacy policies
• Assisted with administrative tasks such as filing documents, photocopying materials, and preparing correspondence
• Managed office supplies inventory by monitoring stock levels and placing orders when necessary Education
High school in Computer Applications and Microsoft Word Crete Monee High School - Crete, IL
September 2006 to May 2010
Skills
• Serving
• Office Administration
• Cooking
• Materials Handling
• Windows
• Hostess
• Cash register
• CSR
• POS
• Bartending
• Administrative Experience
• Clerical experience
• Food safety
• Catering
• Food service
• Busser
• Typing
• Restaurant Server
• Hospitality
• Telemarketing
• Customer Service Experience (6 years)
• Communication skills
• Customer Service
• Cash Handling
• Restaurant experience
• Event Planning
• Phone Etiquette
• Clerical Experience
• Customer service
• Banquet Experience
• Call Center
• Cash handling
• Waitress
Certifications and Licenses
Food Handler Certification
July 2023 to July 2026
Additional Information
Qualifications: Excellent Customer Service, articulate communications, waitress, cashier, receptionist, filing, typing (45 WPM), teamwork, maintenance and housekeeping. skilled in Salesforce
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