Alicia De Jesus
Winfield
Summary
Adept at fostering customer relationships and resolving complex issues, I enhanced loyalty and streamlined support operations at Compass Health Network. Leveraging skills in customer service and IT ticket documentation, I consistently prioritized client satisfaction and operational efficiency, contributing to a notable increase in customer retention.
Overview
18
18
years of professional experience
Work History
Procurement Support Specialist
Compass Health Network
02.2024 - Current
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
Dental Scheduler
Compass Health Network
06.2023 - 02.2024
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
Lead Teacher
Primrose School of O'Fallon at WingHaven
11.2021 - 06.2023
- Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
- Maintained patience and level-headedness in diverse situations to support student development and personal growth.
- Developed and implemented differentiated instruction strategies to accommodate diverse learning styles, resulting in increased student engagement and success.
- Planned and implemented different daily activities to enhance overall development and growth of every student.
- Conferred with parents about student progress to boost family involvement and enhance student support.
- Communicated frequently with parents about student growth and progress, recommending at-home reinforcement to support struggling students.
- Implemented assessment tools that monitored student progress throughout the year, allowing for targeted interventions when needed to close achievement gaps.
Customer Service Representative
Century Tool And Equipment
02.2020 - 11.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Customer Service Representative
Superior Fence & Rail Inc.
04.2018 - 01.2019
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
Customer Service Representative
Century Tool And Equipment
06.2015 - 02.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Activities Coordinator
Vacation Villas at Fantasy World Resort
04.2013 - 01.2015
- Coordinated, planned, developed and implemented activities designed to enrich lives of assisted living residents.
- Enhanced participant engagement by incorporating creative activities and events into the daily schedule.
- Organized diverse activities, addressing various interests and promoting social interaction among participants.
- Encouraged, supported and assisted residents with activities and documented activity attendance and degree of involvement.
Sales Associate
Papaya
07.2007 - 02.2013
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
High School Diploma -
Liberty High School
Kissimmee05-2009
Skills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Empathy and patience
- Activity planning
- Escalation handling
- Service desk operations
- Ticket management
- Helpdesk operations
- IT ticket documentation
- Problem-solving
Languages
English
Native or Bilingual
American Sign Language
Native or Bilingual
Spanish
Full Professional
Timeline
Procurement Support Specialist
Compass Health Network
02.2024 - Current
Dental Scheduler
Compass Health Network
06.2023 - 02.2024
Lead Teacher
Primrose School of O'Fallon at WingHaven
11.2021 - 06.2023
Customer Service Representative
Century Tool And Equipment
02.2020 - 11.2021
Customer Service Representative
Superior Fence & Rail Inc.
04.2018 - 01.2019
Customer Service Representative
Century Tool And Equipment
06.2015 - 02.2018
Activities Coordinator
Vacation Villas at Fantasy World Resort
04.2013 - 01.2015
Sales Associate
Papaya
07.2007 - 02.2013
High School Diploma -
Liberty High School
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