Alexis N Duran

Alexis Nicole Duran 7901 N Cortaro Road Tucson, AZ 85743 US Mobile:- Email:- Availability: Job Type: Permanent Work Schedule: Full-Time 09/2015- Work Experience: Present Hours per Week:40 BoldLeads Chandler, AZ United States Client Care Specialist Supervisor; Matthew Countryman - Works one-on-one with clients on the phone and via email. Problem solving client issues and helping them reach their full potential of our system with personal training and best practices. Increasing client retention through building relationships. Using my technical experience to assist a variety of client requests. Presented weekly webinars for clients. Efficiently answers client questions through email, chat and phone calls. Remarkable written and verbal skills. 15+ years of customer service/ support experience and 6+ years of Marketing IT skills. Understanding of marketing algorithms, content creation, APIs, landing pages and software issues. Self-motivated, reliable and professional. Strong attention to detail accuracy, accountability and deadlines, with excellent communication, time-management, multi-tasking and project management capabilities. Excellent organizational skills to work independently and manage projects with many moving parts. Strong communicator who is comfortable working with remote teams via email, phone and chat. 12/2013- 09/2015 Alpine Access Hours Lacey, WA United States per Week:40 Technical Support Specialist Supervisor; Tarah Tindell -) Helping customers who experienced technical problems with hardware, software, and online applications with a variety of issues ranging from problems with their gaming accounts and consoles to complications with their software and hardware operations. Job responsibilities included resolving problems with software, viruses, email issues or equipment while exhibiting patience, persistence, and excellent customer service skills. Experience working in a self-sufficient environment. Strong system integration skills. Ability to respond to customer requests utilizing internal ticketing system and completing work in an efficient, prioritized order. Proven problem-solver with the ability to perform root cause analysis. Ability to communicate professionally through written and verbal communications. Ability to effectively operate in all phases of the PC support process. Gc Services Tucson, AZ    United States 12/2011- 02/2012 Hours per week: 40 Collector Supervisor: Richard Sharma -) Adhered to FDCPA/Federal/State/City laws/Provisions. As defined in training in FDCPA testing. Negotiated arrangements with customers to pay debt in full and set up best possible pay arrangements. Collected assigned monthly budget as applicable. Logged collection activity in a concise and accurate manner. Corrected deficiencies and oversights during quality assurance reviews. Maintained good public relations. Performed other duties as assigned. CitiGroup Tucson, AZ    United States 02/2011- 09/2011 Hours per week: 40 Customer Service: Inbound/Outbound calls on past due accounts. Data entry and client information updates. Payment processing. Responded to high volume of customer transactions, customer requests by telephone, voicemail, or by email to initiate or update service incidents. Obtained required account information data; enter data-online into Single Point or other databases; explained escalation processes to customers as needed; accurately recorded all information in customer account records. Answered correspondence and questions by telephone and via email about open or previous service calls. Routinely reviewed open incidents to ensure SLA adherence; conducted research to answer customer inquiries; followed-up with customers to provide information on actions taken. Initiated service calls; updated existing issues and completed incidents to include all required information as detailed. Provided backup to various Call Center queues and responsibilities as needed. American Debt Liquidators Tucson, AZ    United States 06/2009- 08/2010 Hours per week: 40 Administrative Assistant Supervisor: Leslie Stromenger -) Personable, organized and motivated. Excellent communication skills; can effectively multi-task while maintaining great customer service. Proficient with Word, Excel, Office, Outlook and database software programs. Covered personnel duties such as computer operations, career enhancement, customer service, briefings, Personnel Data System (PDS) applications, and keyboarding. Front Desk, Data Entry, Report Filing, Client database. Duties included answering phones, greeting clients, scheduling appointments, drafting correspondence, organizing and maintaining paper and electronic files; filing and other administrative tasks. Teletech Tucson, AZ    United States 10/2006- 05/2009 Hours per week: 40 Customer Service Rep Answered inbound calls regarding UPS functions and services. Solved customer complaints; Placed orders for shippers, and investigated lost packages. Ensured the resolution of customer issues, problems, and requests through troubleshooting. Provided research and data compilation via telephone, fax or email. Provided in-depth and specialized assistance in the areas of Claims, Freight, Trace, Dangerous Goods, Customs, etc. Demonstrated independent decision-making capabilities to result in the mutual satisfaction of the customer and UPS. Performed a variety of customer service duties to support efficient international express operations; responded to customer needs to include scheduling of pick-ups, service information, tracing of shipments, identification of problems and resolution through available information and UPS systems. Cross Country Tucson, AZ    United States 09/2005 09/2006 Hours per week: 40 Help Desk Associate Supervisor: Loreen Deebis -) Supported Inbound/Outbound Calls; handled password resets, troubleshoot accounts, monitored multiple programs, and maintained high call quality. Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Responded to email messages for customers seeking help. Walked customers through problem-solving processes. Installed, modified, and repaired computer issues. Education: Pima College Tucson, AZ  United States Some College Coursework Completed