Josalena Alves
Columbia
Summary
Experienced in managing customer interactions and efficiently resolving issues with strong communication and problem-solving skills. Track record of building positive relationships and ensuring customer loyalty. Background in enhancing customer interactions and driving satisfaction, skilled in problem-solving, communication, and empathy. Strong focus on team collaboration, achieving results, adaptability, and reliability. Deep understanding of customer needs and commitment to delivering high-quality support. Proven ability to improve customer satisfaction through effective problem resolution and proactive communication. Known for strong collaboration skills, reliability, and adaptability in dynamic situations.
Overview
15
15
years of professional experience
Work History
Customer Experience Specialist
Balfour Beatty Communities
02.2023 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
Stay at Home Mom and Military Spouse
Stay at Home Mom and Military Spouse
01.2023 - 02.2023
- I have held the positions of military wife and mother since 2013.
- I have handled phone calls, appointments, travel arrangements, administrative duties, cooking duties, cleaning duties, and much more.
- I have work through multiple overseas deployments with my husband, and am very effective at operating under stress.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
CNA
Samaritan Summit Village
09.2021 - 12.2022
- Answer patient call signals, signal lights, bells, or intercom systems to determine patients' needs.
- Apply clean dressings, slings, stockings, or support bandages, under direction of nurse or physician.
- Change bed linens or make beds.
- Communicate with patients to ascertain feelings or need for assistance or social and emotional support.
- Feed patients or assist patients to eat or drink.
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Stay at Home Mom and Military Spouse
Stay at Home Mom and Military Spouse
09.2020 - 09.2021
- I have held the positions of military wife and mother since 2013.
- I have handled phone calls, appointments, travel arrangements, administrative duties, cooking duties, cleaning duties, and much more.
- I have work through multiple overseas deployments with my husband, and am very effective at operating under stress.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
CNA
Copperas Cove Nursing & Rehab
08.2019 - 08.2020
- Answer patient call signals, signal lights, bells, or intercom systems to determine patients' needs.
- Apply clean dressings, slings, stockings, or support bandages, under direction of nurse or physician.
- Change bed linens or make beds.
- Communicate with patients to ascertain feelings or need for assistance or social and emotional support.
- Feed patients or assist patients to eat or drink.
Stay at Home Mom and Military Spouse
Stay at Home Mom and Military Spouse
09.2013 - 08.2019
- I have held the positions of military wife and mother since 2013.
- I have handled phone calls, appointments, travel arrangements, administrative duties, cooking duties, cleaning duties, and much more.
- I have work through multiple overseas deployments with my husband, and am very effective at operating under stress.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
BSM Connector
Baldor Electric Motor
10.2010 - 08.2013
- Connecting small electric motors according to different companies specifications.
- Packaging small electric motors to different companies specifications.
- Testing small electric motors to different companies specifications.
Education
High School Diploma -
Oaks Mission High School
Oaks, OK05.2002
Skills
- Complaint resolution
- Experience optimization
- Policy improvement
- Understanding customer needs
- Teamwork and collaboration
- Problem resolution
- Customer service
- Customer relations
- Product knowledge
Timeline
Customer Experience Specialist
Balfour Beatty Communities
02.2023 - Current
Stay at Home Mom and Military Spouse
Stay at Home Mom and Military Spouse
01.2023 - 02.2023
CNA
Samaritan Summit Village
09.2021 - 12.2022
Stay at Home Mom and Military Spouse
Stay at Home Mom and Military Spouse
09.2020 - 09.2021
CNA
Copperas Cove Nursing & Rehab
08.2019 - 08.2020
Stay at Home Mom and Military Spouse
Stay at Home Mom and Military Spouse
09.2013 - 08.2019
BSM Connector
Baldor Electric Motor
10.2010 - 08.2013
High School Diploma -
Oaks Mission High School
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