Alexis Caudle

• Oversaw daily activities of 11 Customer Service Representatives, ensuring effective communication and consistent adherence to service standards.
• Acted as the go-to support contact for frontline staff, providing real-time guidance and updates to help resolve customer inquiries efficiently.
• Managed company processes for damage claims and refunds, ensuring timely and equitable resolutions aligned with company policy.
• Handled escalated customer relations issues with professionalism, aiming to restore satisfaction and maintain customer loyalty.

• Scheduled and dispatched HVAC and plumbing technicians to residential and commercial service calls, ensuring timely and efficient route planning.
• Coordinated daily workload based on technician availability, skill set, priority level, and geographic location.
• Acted as the main point of contact between customers and field technicians, providing updates and resolving scheduling conflicts or delays.
• Prioritized emergency and high-urgency jobs to minimize customer downtime and maximize technician productivity.
• Communicated job details clearly to technicians, including scope of work, customer concerns, and special instructions

* Handle Inbound & Outbound Calls – Assist customers with inquiries, complaints, or support needs.

*Resolve Customer Issues – Provide accurate information, troubleshoot problems, and ensure customer satisfaction.

*Follow Call Center Scripts – Use approved scripts and procedures for consistent communication.

*Meet Performance Metrics – Achieve call handling time, customer satisfaction (CSAT), and first call resolution (FCR) targets.

*Collaborate with Teams – Escalate complex issues to the appropriate department or supervisor.

• Assisted in managing store inventory by restocking shelves, organizing merchandise displays, and conducting price checks.
• Supported pharmacy operations by directing customers, managing pickup lines, and handling basic non-medical inquiries (as permitted by store policy).
• Handled customer complaints or concerns effectively, escalating issues to management when necessary to ensure satisfaction.
• Collaborated with team members and supervisors to meet daily operational goals and deliver a seamless shopping experience.