Alonia Lewis
Hampton
Summary
Detail-oriented professional with over 10 years of experience in data entry, customer support, and escalation management. Skilled in maintaining accuracy in high-volume data environments, resolving complex issues, and ensuring quality standards are met. Adept at analyzing records, reducing errors, and improving workflows. Recognized for balancing productivity with precision while contributing to overall operational efficiency and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Tier 2 Escalation Specialist
GC Services
01.2019 - 07.2025
- Monitored workflow queues and agent activity in real time to ensure schedule adherence and service level objectives were met.
- Escalated potential coverage gaps, non-adherence, and performance risks to supervisors, enabling proactive staffing adjustments.
- Partnered with leadership to reallocate resources, adjust intraday schedules, and balance workloads across teams.
- Tracked and analyzed adherence metrics, resolution times, and call patterns to identify trends and improve operational efficiency.
- Maintained accurate documentation in CRM and workforce systems, strengthening compliance, audit readiness, and reporting accuracy.
- Communicated real-time updates and performance insights to management, supporting timely decision-making and improved service delivery.
Technical Support Advisor
Kelly Services
01.2016 - 01.2019
- Delivered front-line support for technical and account-related inquiries — improved first-call resolution rates by 18% while maintaining accuracy in customer records.
- Guided customers through troubleshooting steps — reduced recurring technical issues by 12%, strengthening system performance.
- Escalated unresolved problems with detailed documentation — enabling faster resolution and improved accuracy in customer updates.
- Consistently exceeded performance metrics, ranking in the top 20% for quality assurance and record accuracy.
- Trained new hires on data systems and troubleshooting workflows — improving onboarding speed and compliance with company policies.
Data Entry Analyst
Nexa
01.2014 - 01.2016
- Entered, verified, and maintained high volumes of data with speed and accuracy — reduced processing errors by 10%, ensuring reliability of reporting.
- Reviewed and corrected data inconsistencies — improved data quality by 15%, strengthening integrity of business operations.
- Generated detailed reports and summaries — provided leadership with insights that optimized tracking and resource allocation.
- Coordinated tasks to meet deadlines — contributed to a 98% on-time completion rate within the department.
- Maintained confidentiality of sensitive information — safeguarded company reputation and complied with internal standards.
Education
Associate of Applied Science - Medical Billing and Coding
Lincoln College of Technology
Marietta, GA01.2013
Skills
- Database & CRM Systems
- Quality Control & Data Validation
- Claims Verification & Resolution
- ICD-10 / CPT Knowledge
- Performance Metrics & Reporting
- Intraday Workforce Management
Timeline
Tier 2 Escalation Specialist
GC Services
01.2019 - 07.2025
Technical Support Advisor
Kelly Services
01.2016 - 01.2019
Data Entry Analyst
Nexa
01.2014 - 01.2016
Associate of Applied Science - Medical Billing and Coding
Lincoln College of Technology
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