Alanna Alford
Parkville
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Inventory Clerk / Data Entry
Giant Food
05.2023 - Current
- Ensure accurate and current record-keeping.
- Recorded inventory of materials, equipment, and merchandise.
- Identified inconsistencies between physical stock and digital records.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
- Maintained inventory count, tracked usage, and documented variances.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Verified incoming products and checked delivery totals to keep system records current and accurate.
- Performed data entry and completed proper paperwork.
- Processed required paperwork to expedite handling of shipped and received goods.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Prepared detailed reports on inventory levels and movement trends, providing valuable information for decision-making purposes.
Customer Service Representative
MECU of Baltimore
05.2022 - 01.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Identified upselling opportunities to increase revenue generation.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Verified customer identity and reviewed documentation for accuracy.
- Assisted customers with completing required forms for opening and closing bank accounts.
- Responded to customer inquiries regarding new accounts and account services.
- Maintained customer records and updated account information.
Senior Customer Service Specialist Temporary
CareFirst
04.2018 - 05.2019
- Provided detailed breakdowns of dental insurance benefits to members and providers.
- Managed quoted amounts allocated to healthcare providers and recipients.
- Examined provider limitations regarding dental procedure codes.
- Conducted thorough verification processes for HIPAA adherence.
- Respond to inquiries related to dental benefits via inbound calls.
- Maintained superior quality assurance with a 98% average on call evaluations.
- Leveraged learning experiences to effectively handle and solve client concerns.
- Helped members find proximate care facilities.
- Recorded essential details and purpose of every phone conversation.
- Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative/Call Center
MAXIMUS-Maryland health connection
10.2015 - 04.2018
- Managed customer inquiries via phone and email.
- Employed research tools effectively for information acquisition.
- Handled resolution of customer complaints efficiently.
- Supplied customers with details about products and services.
- Updated database with newly acquired customer data.
- Maintain up-to-date customer information.
- Coordinated processing of various documents.
- Identified and escalated high-priority issues.
- Directed incoming calls to relevant departments.
- Maintained comprehensive call documentation adhering to established guidelines.
Customer Service Cashier
Walmart
11.2013 - 12.2015
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Performed cash, card, and check transactions to complete customer purchases.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Worked with floor team and managers to meet wide range of customer needs.
- Learned duties for various positions and provided backup at key times.
- Processed refunds and exchanges in accordance with company policy.
- Used POS system to enter orders, process payments and issue receipts.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
Education
diploma - undefined
Parkville High & Center For Math/Science
Skills
- Customer Service
- Cash Handling
- Microsoft Word
- Excel
- Warehouse
- Call Center
- CSR
- Customer Support
- Insurance Verification
- Hipaa
- Claims Processing
- Upselling
- POS
- Social Media Management
- Outside Sales
- Leadership
- Microsoft Excel
- Microsoft Office
- Microsoft Outlook
- Basic math
- Microsoft Powerpoint
- English
- Phone etiquette
Certification
- Driver's License
- Barbering License
Assessments
- Bartending — Proficient
- September2019
- Understanding, pouring, and mixing drink orders
- Full results: Proficient
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Timeline
Senior Inventory Clerk / Data Entry
Giant Food
05.2023 - Current
Customer Service Representative
MECU of Baltimore
05.2022 - 01.2023
Senior Customer Service Specialist Temporary
CareFirst
04.2018 - 05.2019
Customer Service Representative/Call Center
MAXIMUS-Maryland health connection
10.2015 - 04.2018
Customer Service Cashier
Walmart
11.2013 - 12.2015
diploma - undefined
Parkville High & Center For Math/Science
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