A
Aleah Hazell
About
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United States
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work
Full-time jobs
Résumé
Jobs
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Payroll SpecialistGustoNov 2023 - Current (2 years 8 months)• Interacted with small business owners providing knowledge and resolution on payroll and tax inquiries via chat, email, and live phone conversations. • Maintained a customer resolution rate of 95% over my tenure with the company. • Upheld quality control policies and procedures to increase customer satisfaction. • Collaborated with management and subject matter experts (SMEs) to influence product development, ensuring that solutions meet the evolving needs of the customer. • Supported customers with password resets and account customization. • Delivered support for reported problems with desktop computers, laptops, peripherals, and mobile devices. • Participated in ongoing proprietary product trainings and certifications. • L- DCustomer Service RepresentativeDECKERS BRANDMar 2020 - Jul 2022 (2 years 5 months)• Performed comprehensive review of metrics and logistics/inventory plans for the wholesale grievance department to optimize the supply chain to meet the demand, thereby ensuring the sales and profit targets are successfully achieved. • Leveraged Salesforce for daily operations and data management as an end user. • Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings. • Engaged with customers through live chat, email, and phone to manage the customer service satisfaction KPI. • Collaborated with the technical teams to troubleshoot system defects and identify appropriate corrective action including process optimization opportunities. • Gathered requirements for the IT department projects at various
- Customer Service SpecialistAloricaMay 2018 - Jun 2019 (1 year 2 months)• Provided timely and accurate information over 40 clients daily with their healthcare insurance policies, coverage options, and claims processing needs and concerns via phone, email, web chat, and fax. • Coordinated internally with operations and logistics to maintain up-to-date knowledge of new company products and healthcare regulations to ensure all interactions comply with legal and company standards. • Trained new hires on products and services, best practices and protocols to reduce process gaps. • Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor. • Mentored new employees on procedures and policies to maximize team performance.
Education
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- Bachelor of ScienceFlorida Agricultural and Mechanical University