Summary
Overview
Work History
Education
Skills
Software System Expertise
Timeline
Generic

Alysion Grant

Augusta,GA

Summary

Dynamic and results-oriented professional with a proven track record in delivering exceptional customer service and exceeding performance metrics. Possess strong communication skills, attention to detail, and a solid understanding of customer relationship management. Experienced in leveraging software and systems to streamline processes and enhance operational efficiency.

Overview

6
6
years of professional experience

Work History

Customer Experience Specialist

AppleOne
09.2022 - Current
  • Manage a high-volume inbound call center, handling an average of 100 calls per day
  • Achieve a customer satisfaction rating of 95% through effective problem-solving and communication
  • Reduce average call handling time by 20% through efficient use of CRM software
  • Resolve billing disputes, resulting in a 15% decrease in outstanding accounts receivable
  • Collaborate with cross-functional teams to implement process improvements, leading to a 30% increase in productivity
  • Conduct monthly training sessions for new hires, ensuring smooth onboarding and adherence to company standards.

Client Services Associate

TTEC
05.2021 - 08.2022
  • Processed and reviewed 200+ customer inquiries daily, maintaining a 98% accuracy rate
  • Utilized Salesforce CRM to track customer interactions and update account information
  • Improved customer retention by 25% through proactive follow-up and relationship building
  • Assisted in the development of training materials for new product launches
  • Conducted quality assurance audits to ensure compliance with company policies
  • Managed a portfolio of 500+ clients, achieving a 90% renewal rate.

Customer Support Specialist

Sitel
06.2020 - 05.2021
  • Handled escalated customer issues, achieving a 90% resolution rate on first contact
  • Implemented a new ticketing system, reducing response time by 30%
  • Collaborated with technical teams to troubleshoot software issues for clients
  • Conducted weekly team meetings to discuss performance metrics and best practices
  • Assisted in training new team members on company processes and procedures
  • Managed a database of 1000+ customer accounts, ensuring data accuracy and confidentiality.

Client Relations Manager

Teleperformance
09.2018 - 06.2020
  • Led a team of 15 customer service representatives, providing coaching and performance feedback
  • Developed and implemented customer satisfaction surveys, resulting in a 20% increase in positive feedback
  • Analyzed call data to identify trends and areas for improvement
  • Implemented new customer service strategies, resulting in a 15% decrease in customer complaints
  • Conducted quarterly performance reviews and goal-setting sessions with team members
  • Collaborated with sales and marketing teams to drive revenue growth and client retention.

Education

High School Diploma -

Frank Cody High School
Detroit, MI
05.2019

Skills

  • Customer Relationship Management
  • Communication Skills
  • Problem-Solving
  • CRM Software (Salesforce, Zendesk)
  • Training and Development
  • Process Improvement
  • Technical Support
  • Call Center Operations
  • Conflict Resolution
  • Performance Management
  • Microsoft Office Suite
  • Time Management

Software System Expertise

  • Salesforce
  • Zendesk
  • Microsoft Office Suite (Word, Excel, PowerPoint)
  • CRM Software
  • Ticketing Systems
  • Collaboration Tools (Microsoft Teams, Zoom)

Timeline

Customer Experience Specialist

AppleOne
09.2022 - Current

Client Services Associate

TTEC
05.2021 - 08.2022

Customer Support Specialist

Sitel
06.2020 - 05.2021

Client Relations Manager

Teleperformance
09.2018 - 06.2020

High School Diploma -

Frank Cody High School

Similar Profiles

CREATE PROFILE
Alysion Grant