Alyssa Adams
Joplin
Summary
With a meticulous and dependable approach, I excel in delivering exceptional luxury customer experiences. My expertise spans across banking operations, technical support and relationship building, honed through roles such as Telephone Banking Specialist and Tier 1 MAC Advisor. I have successfully executed wire transfers, resolved complex technical issues, and educated customers on financial products. Key accomplishments include maintaining one of eight positions for top retention agents while working in office for Teleperformance. My high conscientiousness and agreeableness ensure a strategic and customer-focused service. Let's connect to explore how I can bring my unparalleled service excellence to your team.
Overview
13
13
years of professional experience
Work History
Customer Service Associate
Sutherland Global Services Inc
08.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Luxury Retail Specialist
TTEC
07.2023 - 05.2024
- Managed high call volume while maintaining a courteous and professional demeanor.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Improved customer satisfaction by providing personalized assistance and product recommendations.
Rideshare Driver
Uber & Lyft
01.2021 - 11.2023
- Developed strong communication skills while interacting with diverse groups of riders daily.
- Responded to passenger concerns and complaints politely and professionally.
- Followed company guidelines and policies when interacting with passengers.
- Assisted passengers with loading and unloading luggage for enhanced customer care.
- Achieved high customer ratings on post-trip surveys for timeliness, vehicle cleanliness, and customer service.
- Increased repeat business through exceptional customer service, resulting in numerous positive reviews on the rideshare platform.
Telephone Banking Specialist
Alorica
01.2020 - 02.2021
- Contributed to departmental goals through active participation in ongoing training sessions and workshops related to telephone banking technologies.
- Delivered exceptional customer experiences by maintaining up-to-date knowledge on bank policies, products, and services.
- Bolstered team productivity by collaborating with colleagues to develop best practices for managing high call volumes during peak hours.
- Optimized workflow processes within the team through regular feedback sharing sessions aimed at refining individual performance levels.
- Streamlined the account opening process for new customers, providing clear guidance on required documentation and procedures.
- Supported fraud prevention efforts by monitoring transactions and promptly reporting suspicious activities to appropriate departments.
PPP Loan Specialist (temp)
Full Potential Solutions
01.2020 - 05.2020
- Reduced turnaround time for loan approvals by efficiently managing workload and prioritizing tasks.
- Enhanced customer satisfaction levels with clear communication and timely follow-ups on loan applications.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Maintained a high level of customer satisfaction through transparent communication regarding loan status updates or concerns raised during reviews.
- Conducted comprehensive audits of loan files, verifying accuracy of documentation and adherence to guidelines.
Tier 1 Mac Advisor
Teleperformance
06.2018 - 08.2019
- Educated customers on product features and functionality, empowering them to maximize their use of Mac devices.
- Enhanced customer satisfaction by providing timely and accurate technical support for Mac products.
- Supported the rollout of new products by staying current on updates and proactively addressing potential client concerns or questions.
- Maintained detailed records of customer interactions, ensuring accurate documentation of resolutions and follow-up actions.
- Adhered strictly to company policies and procedures, ensuring data privacy and security for customers at all times.
- Resolved complex software issues for clients, improving overall user experience.
Retention Specialist
Teleperformance USA
03.2015 - 06.2018
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
Business Care Representative
AT&T Call Center
10.2013 - 01.2015
- Assisted customers in troubleshooting issues, enhancing their user experience and satisfaction.
- Stayed up-to-date on the latest mobile devices and plans, ensuring accurate information was provided to customers.
- Boosted overall customer satisfaction by providing personalized recommendations and product demonstrations.
- Performed data transfers between devices for customers while preserving their important files without any loss of information.
- Participated in ongoing training sessions to enhance knowledge of products, promotions, and industry trends for better customer engagement.
Medical Claims Representative
United Healthcare Corporate
10.2011 - 03.2012
- Handled complex claim issues, effectively communicating with patients, providers, and insurance companies to ensure resolution.
- Built strong relationships with key stakeholders such as healthcare providers, insurers, patients, and colleagues for seamless coordination.
- Supported departmental goals by working closely with team members to maintain consistent quality standards across all submitted claims.
- Prevented fraudulent claims by performing rigorous investigations into suspicious cases, safeguarding company resources.
- Improved patient satisfaction by efficiently processing medical claims and addressing inquiries.
Education
Not Completed - Medical Billing & Coding
WTI
Joplin, MOHigh School Diploma -
Central High School
La Crosse, WI06-2005
Skills
- Problem resolution
- Customer support
- Team collaboration
- Customer complaint resolution
- Product knowledge
- Complex Problem-solving
- Time management
- Multi-tasking strength
- Reliable and punctual
- Customer service
- Excellent people skills
Languages
English
Full Professional
Timeline
Customer Service Associate
Sutherland Global Services Inc
08.2024 - Current
Luxury Retail Specialist
TTEC
07.2023 - 05.2024
Rideshare Driver
Uber & Lyft
01.2021 - 11.2023
Telephone Banking Specialist
Alorica
01.2020 - 02.2021
PPP Loan Specialist (temp)
Full Potential Solutions
01.2020 - 05.2020
Tier 1 Mac Advisor
Teleperformance
06.2018 - 08.2019
Retention Specialist
Teleperformance USA
03.2015 - 06.2018
Business Care Representative
AT&T Call Center
10.2013 - 01.2015
Medical Claims Representative
United Healthcare Corporate
10.2011 - 03.2012
Not Completed - Medical Billing & Coding
WTI
High School Diploma -
Central High School
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