Experienced Customer Service & Support Specialist
Resume:
Alexandra Floyd
832-***-**** • ***********.**@*****.*** • Katy, TX
Summary
Accomplished Customer Service Representative with 15+ years of experience delivering high-impact Client Services and support. Proven expert in resolving complex customer inquiries, managing high-volume Data Entry, and optimizing the Customer Experience through professional Phone Communication and multitasking. Dedicated to exceeding performance goals and maintaining strict adherence to corporate support procedures within Remote Work and office environments. Work Experience
Sales Specialist June 2021 – April 2024
TELEPERFORMANCE, REMOTE
Managed high-volume Customer Support inquiries in a remote environment, ensuring a 98% resolution rate for technical and service-related issues.
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Resolved customer concerns while executing Sales strategies to close new business opportunities and meet monthly conversion targets.
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Executed Up-selling strategies for product warranties, increasing secondary revenue streams by 15% through effective Troubleshooting and product knowledge.
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Recorded and opened new customer accounts using Interactive Voice Response Systems and CRM tools to maintain accurate documentation.
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Caregiver July 2016 – June 2021
CAREGIVER, HOUSTON TX
Applied rigorous Time Management to prioritize personal care tasks and medical requirements for multiple clients daily.
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• Managed nutritional planning and food preparation while adhering to strict health and safety procedures. Maintained detailed documentation of daily activities and household management to ensure consistent Client Services.
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Resolved transportation logistics for medical appointments, demonstrating strong Multitasking and scheduling capabilities.
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Call Center Administrator Customer Service Rep April 2016 – June 2016 SAFETECH AUTOMOTIVE, HOUSTON TX
Executed high-speed Data Entry for insurance documentation, maintaining 100% accuracy in the company database.
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Answered incoming calls to gather and record personal and insurance information for complex invoicing processes.
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Resolved verification issues by communicating directly with insurance companies to validate coverage and expedite claims.
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Negotiated and agreed to service rates with insurance providers to optimize profit margins and Client Services outcomes.
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Assistant Manager June 2012 – October 2013
JOHNSTON RESEARCH, KATY MILLS MALL
Managed briefing sessions for new survey projects, ensuring team adherence to support procedures and data collection goals.
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• Recorded and finalized closing reports to provide management with actionable insights on performance metrics.
• Resolved payroll and time sheet discrepancies using QuickBooks to ensure accurate financial documentation.
• Administered survey protocols while managing team Multitasking to hit high-volume data collection targets. Cashier July 2011 – June 2012
FINISH LINE, KATY, TEXAS
Answered customer inquiries regarding product information and store policies to enhance the Customer Experience.
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• Managed store presentation and maintenance, ensuring consistent adherence to corporate brand standards.
• Resolved stock discrepancies through meticulous inventory control and periodic auditing procedures. Executed high-volume point-of-sale transactions while maintaining focus on up-selling accessories and shoe care products.
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Customer Service Rep August 2009 – March 2010
CYPRESS STATION CAR WASH & LUBE, KATY, TEXAS
• Resolved customer service issues and provided detailed product information to drive client satisfaction.
• Managed cash handling and financial recording for daily operations, ensuring 100% reconciliation at shift end. Answered customer questions regarding service packages to facilitate informed purchasing decisions and sales growth.
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• Managed inventory control and supply replenishment using systematic tracking to prevent service delays. Contracted Work February 2006 – November 2008
CENVEO, HOUSTON, TEXAS
Recorded and filed invoices after performing detailed research to ensure all financial documentation was complete and accurate.
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Answered and directed incoming calls to appropriate departments, providing professional Phone Communication at the front desk.
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Managed mail distribution and document logistics, demonstrating strong Multitasking and organization within the AP/AR department.
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Resolved filing backlog for the Accounting department by implementing a new organized support documentation system.
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Customer Service Rep February 2005 – February 2006 U-HAUL, HOUSTON, TEXAS
Supervised Customer Support operations, resolving complex rental disputes and ensuring a positive Customer Experience.
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Managed and coordinated storage inventory control, utilizing Troubleshooting skills to resolve capacity constraints.
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Recorded financial management data for accounts receivable and accounts payable to maintain fiscal transparency.
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Managed training for intern staff in systems operations, focusing on documentation standards and support procedures.
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Resolved reservation inquiries for trucks and hitches, utilizing effective Time Management to handle peak customer volume.
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Food and Beverage Clerk June 2000 – January 2005
AMF WEST HOUSTON BOWL, KATY, TEXAS
Answered customer inquiries regarding menu options and event scheduling while delivering consistent Client Services.
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Managed inventory and storage control for food and beverage supplies to ensure continuous operation during high-volume shifts.
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Resolved cash handling discrepancies through diligent money management and adherence to financial documentation standards.
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Education
Massage Present
TEXAS SCHOOL OF MASSAGE
Graduate May 2002
CINCO RANCH HIGH SCHOOL
Additional Skills
Technical Proficiency: Data Entry, Microsoft Excel, QuickBooks, Hagen System, Microsoft Office Suite, Microsoft Word, Microsoft PowerPoint
Customer Support & Platforms: Customer Support, Interactive Voice Response Systems, Phone Communication, Client Services, Customer Experience, Troubleshooting Operational Excellence: Time Management, Multitasking, Support Documentation, Sales, Up-selling, Inventory Control, Performance Goal Management
Languages
• English - Fluent
References
REFERENCES AVAILABLE UPON REQUEST
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