Experience

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  Birmingham career center

  Aug 2011 - Aug 2014

  Administrative assistant

  • Drafted meeting agendas, executed follow-up for meetings, supplied advance materials• Obtained signatures for important documentations• Created PowerPoint for presentations used for meetings and conferences• Handled confidential and sensitive material with no HIPAA violations

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  Verizon wireless

  Jun 2015 - Aug 2019

  Customer service specialist

  • Acted as the primary point of contact for customers, providing assistance, guidance, and support throughout the customer journey.• Established and maintained strong relationships with clients, ensuring high levels of satisfaction and retention.• Conducted regular check-ins with customers to understand their needs, address concerns, and identify opportunities for upselling or cross-selling.• Developed and implemented customer success strategies, including onboarding processes and training programs, to maximize product adoption and customer retention.• Analyzed customer data and feedback to identify trends and proactively address issues, resulting in improved customer satisfaction scores and decreased churn rate. Show less

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  Grifols

  Nov 2015 - Aug 2017

  Phlebotomist/ donor center technician

  • Determined donor’s suitability for donation • Followed Standard Operation for Procedure during screening process• Calibrated screening booths, register new donors using company’s software• Performed vitals, finger stick and weight on all new and return donors• Took blood samples with needles to determine donor’s eligibility • Protected donor confidential information by following HIPAA guidelines• Monitored donor’s health during donation process ensuring donors remain healthy • Treated donors with minor adverse reactions resulting in repeat healthy donors• Reduced error rate by 20% based on following checks and balances• Decreased production time while increasing production by 30% Show less

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  Alorica

  Sept 2017 - May 2018

  Customer service representative - work-at-home agent

  • Improved customer retention by 10%, reflected by receiving 97% on daily evaluations• Accurately document, research and resolve customer service issues • Defuse volatile customer situations calmly and courteously • Increase call volume by 6% by wrapping up calls in less than 2 minutes

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  Tuscaloosa county parking and transit

  Dec 2017 - May 2018

  Human resources assistant / accountant

  • Maintain accounts receivable documentation electronically and on paper• Process bank reconciliations and financial reports to verify practice of proper due diligence• Process payroll, electronic deposits, and employee pay adjustments• Assist writing grants to receive funding from the government

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  Gardner's dedicated lawn service, llc

  Jun 2019 - Jan 2021

  Customer service manager

  • Managed a portfolio of enterprise-level accounts, developing and executing strategic account plans to drive adoption, retention, and expansion.• Acted as a trusted advisor to clients, offering insights, best practices, and recommendations to maximize the value of their investment in products and services.• Coordinated cross-functional efforts to deliver on customer commitments, including products and services.• Analyzed customer usage data and performance metrics to identify trends, measure success, and proactively address issues or opportunities. • Established strong relationships with key stakeholders, including C-level executives, to understand their business objectives and ensure alignment with company solutions. Show less

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  Dynamic elements, llc

  Jan 2020 - now

  Ceo and founder

  We manufacture smoke detectors for cars. Ensuring non-smoking cars are smoke free one car at a time.

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  Love bandit apparel, llc

  Jan 2021 - Dec 2023

  Senior customer service manager

  • Collaborated closely with sales, product, and support teams to develop comprehensive customer success plans aligned with client objectives and business goals.• Spearhead the customer success strategy for a portfolio of key accounts, ensuring high levels of customer satisfaction, retention, and expansion. • Proactively identified opportunities for upselling and cross selling additional products and services to drive revenue growth and increase account profitability.• Served as the primary point of contact for escalated customer issues, providing timely resolution and fostering positive relationships with stakeholders.• Led a team of customer success representatives, providing mentorship, coaching, and guidance to optimize team performance and ensure alignment with company objectives. Show less