Customer Service Specialist with 10+ Years Experience

Alondra Hawkins

*** ***** ********** ******, *** #5, Memphis, TN 38126

******************@*****.*** 901-***-****

Professional Summary

Customer Service Representative with over 10 years of experience in call center and customer-facing roles. Skilled in handling high-volume calls, data entry, payment processing, and customer account updates. Known for professionalism, empathy, and strong problem-solving skills. Adept at learning new systems quickly and managing multiple tasks in fast-paced environments.

Core Skills

Customer Service & Call Handling

Microsoft Office (Word, Excel, Outlook, PowerPoint)

Payment & Invoice Processing

Data Entry (40+ WPM)

Account Management & Updates

Conflict Resolution

Attention to Detail

Verbal & Written Communication

Adaptability & Multitasking

Professional Experience

TTEC (Contract for Aetna) – Quality Assurance Agent

August 2025 – Present

Grade and monitor enrollment calls for compliance and accuracy.

Attend monthly team meetings and provide feedback for improvements.

Ensure service quality by evaluating agent interactions and documentation.

TTEC (Contract for FEMA) – Customer Service Agent

October 2024 – July 2025

Handled inbound calls related to disaster assistance.

Processed and updated applications in FEMA systems.

Directed calls to appropriate departments based on customer needs.

IRS – Customer Service Agent

July 2021 – March 2022

Answered tax-related questions and provided accurate information.

Updated taxpayer records and transferred calls to appropriate departments.

Maintained professionalism when handling sensitive data and frustrated callers.

Ciox Health – Medical Records Retrieval Specialist

March 2021 – July 2021

Made outbound calls to hospitals and doctors’ offices to collect medical records.

Verified patient information and updated records in the system.

Faxed and filed documentation in compliance with HIPAA standards.

Regions Bank – Customer Service Agent

July 2019 – February 2021

Assisted customers with account inquiries and credit card payments.

Processed fee reversals and account updates.

Delivered exceptional support while ensuring financial data accuracy.

Terminix (ServiceMaster) – Customer Care Agent

September 2015 – July 2019

Answered and made calls to customers regarding service scheduling and billing.

Processed payments by phone (credit card, check).

Handled mail, invoicing, and updated customer contracts in the database.

American Home Shield (ServiceMaster) – Customer Service Representative

July 2015 – September 2015

Took inbound calls and handled work orders for home warranty services.

Updated customer accounts and coordinated with repair companies.

Ensured customers received timely information on service status.

Education

Bolton High School – Memphis, TN

High School Diploma, Graduated May 2006

Technical Proficiencies

Microsoft Word, Excel, Outlook, PowerPoint

Standard email platforms and phone systems

Data entry systems and CRM platforms

Typing speed: 40+ WPM

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