Customer Service & Billing Support Specialist

ALAYSIA M. PRINCE

Houston, TX 832-***-**** ***********@*****.***

Professional Summary

Customer Service and Operations professional with 3+ years of experience across call center, retail, and fulfillment environments. Skilled in telephonic communication, troubleshooting technical issues, resolving billing concerns, and de-escalating customer situations. Proven ability to maintain high customer satisfaction while handling high call volumes and meeting performance metrics.

Core Skills

Customer Service Telephonic Communication Call De escalation Troubleshooting & Issue Resolution Billing Support CRM Systems Call Center Operations Active Listening Order Processing POS Systems Microsoft Office Google Workspace Slack SAP Professional Experience

Customer Service Representative

Conduent – Remote Mar 2024 – Dec 2025

• Handled 60–80 inbound customer calls per shift, providing professional telephonic communication to resolve billing and device issues.

• Maintained 90%+ first-call resolution rate and 95%+ customer satisfaction score (CSAT).

• Guided customers through self-service tools to improve issue resolution and reduce repeat calls.

• Escalated complex technical issues and collaborated with internal teams to ensure timely resolution.

• Utilized Microsoft Teams and CRM systems to document customer interactions and track cases.

Sales Associate

Lovesac – Houston, TX Dec 2023 – Apr 2024

• Delivered personalized shopping experiences by identifying customer needs and recommending products.

• Conducted product demonstrations that helped exceed monthly sales goals by 15–20%.

• Maintained 99% inventory accuracy and supported order fulfillment processes.

• Resolved customer concerns quickly while maintaining a positive brand experience. Team Associate

Walmart – Houston, TX Mar 2023 – Aug 2023 & Dec 2021 – May 2022

• Processed 150+ transactions per shift with 98% accuracy while providing excellent customer service.

• Assisted with onboarding and training seasonal employees.

• Cross-trained across multiple departments to support store operations. Order Fulfillment Associate

Amazon – Houston, TX Aug 2020 – Aug 2022

• Picked, packed, and scanned 200+ orders per shift with 99% accuracy.

• Identified inventory discrepancies and reported issues to reduce shipment errors.

• Trained new hires on safety procedures and operational processes. Cashier

Burlington – Houston, TX Jan 2021 – May 2021

• Completed 100+ transactions daily while providing efficient checkout service.

• Assisted customers with returns and resolved concerns at the point of sale. Call Center Representative

Ironwood Insights – Houston, TX Dec 2020 – Mar 2021

• Managed 80–100 calls per day collecting customer feedback and survey responses.

• Documented interactions using IVR systems and Microsoft Teams.

• Achieved a 98% call completion rate and ranked in the top 20% for quality assurance. Education

Benjamin O. Davis High School – Houston, TX

High School Diploma

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