Alyssa Cook
Lancaster
Summary
Dynamic customer service advocate with a proven track record at Concentrix, excelling in conflict resolution and client support. Skilled in legal research and documentation, I thrive in fast-paced environments, ensuring compliance and high satisfaction. My experience mentoring new officers showcases my leadership and commitment to excellence in every role.
Overview
8
8
years of professional experience
Work History
Customer Service Advocate
Concentrix / United Healthcare
03.2025 - Current
- - Provide empathetic and professional support to Medicare members over the phone
- - Research and resolve member inquiries using multiple software platforms
- - Maintain high standards of customer satisfaction and compliance
Senior Jailer Officer
Gwinnett County Sheriff’s Office
05.2023 - 02.2025
- - Supervise multiple inmate units, ensuring safety, order, and compliance
- - Completed Field Training Officer certification and mentored new officers
- - Logged activities and incidents using criminal justice reporting software
Night Shift Manager
Dunkin’
05.2017 - 05.2023
- - Managed team operations, cash handling, and customer service in a fast-paced setting
- - Trained and supervised staff to maintain efficiency and service standards
- - Resolved customer issues with professionalism and timeliness
Education
Paralegal Certificate Course -
University of Georgia
04.2025
Bachelor of Science - Criminal Justice, Social Welfare
Buffalo State College
05.2023
Associate of Science - Liberal Arts & Natural Sciences
Genesee Community College
06.2021
Skills
- Legal research and documentation
- Client support and case management
- Remote communication tools
- Conflict resolution and de-escalation
- Time management and multitasking
- Confidentiality and ethics compliance
Timeline
Customer Service Advocate
Concentrix / United Healthcare
03.2025 - Current
Senior Jailer Officer
Gwinnett County Sheriff’s Office
05.2023 - 02.2025
Night Shift Manager
Dunkin’
05.2017 - 05.2023
Paralegal Certificate Course -
University of Georgia
Bachelor of Science - Criminal Justice, Social Welfare
Buffalo State College
Associate of Science - Liberal Arts & Natural Sciences
Genesee Community College
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