Alicia Cook
Hampton
Summary
Customer-focused professional with expertise in conflict resolution and effective communication. Delivers exceptional service to enhance customer satisfaction and loyalty. Collaborates effectively within teams, adapts to evolving needs, and drives results through efficient, empathetic interactions.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
HSN, Home Shopping Network
08.2021 - Current
- Resolved customer inquiries through multiple channels, enhancing satisfaction and loyalty.
- Trained new representatives on product knowledge and customer engagement techniques.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Mentored junior representatives, fostering skill development and ensuring best practices in service delivery.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
Case Manager
Insight Enterprises Peninsula Center for Independent Living
Hampton, VA
01.2014 - 08.2021
- Coordinated transition plans for clients, ensuring timely access to necessary resources and services.
- Managed case intake and coordinated services for clients, ensuring timely follow-up and comprehensive documentation.
- Developed individualized support strategies to enhance client independence and community integration.
- Served as primary contact for clients and families, resolving inquiries and facilitating issue escalation to appropriate teams.
- Collaborated with internal departments to facilitate seamless transitions and service delivery.
- Maintained comprehensive case records and prepared detailed summaries and status reports to track client progress.
- Educated clients on processes and available resources, enhancing community engagement and access to services.
- Identified and provided appropriate referrals to community resources for client support.
Education
Bachelor of Science - Psychology
Virginia Commonwealth University
Richmond, VA05-2013
Skills
- Customer support
- Call center
- Conflict management
- Critical thinking
- Order management
- Case management
- Attention to detail
- Data entry
- MS Office
- Time management
- Team building
- Sales skills
- Team collaboration
- Sales support
Timeline
Customer Service Representative
HSN, Home Shopping Network
08.2021 - Current
Case Manager
Insight Enterprises Peninsula Center for Independent Living
01.2014 - 08.2021
Bachelor of Science - Psychology
Virginia Commonwealth University