Victoria Elkins
Louisa
Summary
Accomplished Senior Customer Service Supervisor with a proven track record at Alight Solutions, enhancing customer satisfaction through innovative CRM strategies and effective complaint resolution. Expert in stress tolerance in a B2B SaaS environment, I significantly improved client relationships and team performance. Primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Supervisor
Alight Solutions
08.2022 - Current
- Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Created training guides and in-person and online training courses to improve customer user experience in SaaS environment.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
General Transcriptionist
Rev.com
04.2018 - Current
- Transcribed dictated files and video recordings.
- Returned printed and electronic form dictated reports for physician's review, signature, and corrections.
- Used headsets and transcribing software to take dictation of medical documents.
- Reviewed completed reports for proper formatting, grammar, and sentence structure.
- Verified accuracy of transcribed material prior to finalization.
- Stayed organized and kept detailed records to accurately track progress and client information.
- Followed specific guidelines and style rules to meet clients' requirements and maintain consistency.
Lead Customer Service Representative
Symphony Placements
02.2022 - 08.2022
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Reviewed associate performance to identify training needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
House Manager
Community Living Services LLC
06.2019 - 04.2020
- Developed and implemented new housekeeping practices to increase productivity and cohesiveness.
- Oversaw budget to manage expenditures and control costs.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Coordinated with outside vendors to provide supplies and equipment for staff.
- Addressed customer feedback and complaints to maximize satisfaction.
- Maintained required records of work hours, budgets and payrolls.
- Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
- Trained and mentored new staff on cleaning and safety protocols.
Skills
- Stress tolerance
- Client relationship building
- Service level agreements
- Escalation management
- Innovation and creativity
- Complaint handling
- Workload management
- Team training and development
- Customer relationship management
- CRM software
Education
Business Management
Piedmont Virginia Community College
Charlottesville, Virginia05-2026
High School Diploma -
Louisa County High School
Mineral, Virginia05-2008
Timeline
Senior Customer Service Supervisor
Alight Solutions
08.2022 - Current
Lead Customer Service Representative
Symphony Placements
02.2022 - 08.2022
House Manager
Community Living Services LLC
06.2019 - 04.2020
General Transcriptionist
Rev.com
04.2018 - Current
Business Management
Piedmont Virginia Community College
High School Diploma -
Louisa County High School
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