Aleksandra Smirnoff-Rosales
Scottsdale
Summary
Dynamic Senior Support Specialist at Next Health with a proven track record in customer service, conflict resolution, and sales. Expertise in customer relations and training facilitation, consistently exceeding performance metrics. Recognized for leadership in mentoring new hires and driving customer satisfaction through effective communication and empathy. Fluent in Russian, enhancing client interactions.
Overview
8
8
years of professional experience
Work History
Senior Support Specialist
Next Health
Los Angeles
08.2022 - Current
- Handle 50+ inbound customer calls daily, providing timely and professional support.
- Adapted to remote work tools and protocols, ensuring productivity and connectivity in a virtual setting.
- Resolve billing, technical, scheduling, sales, and general inquiries with a focus on first-call resolution.
- Consistently meet or exceed performance metrics such as call handling time, customer satisfaction, and quality assurance standards.
- Demonstrate strong communication skills and empathy to de-escalate concerns and ensure customer satisfaction
- Selected by management train and mentor new hires; lead onboarding, shadowing, and process instruction.
- Recognized for reliability and initiative in managing sensitive tasks with minimal supervision while maintaining high performance metrics.
Senior Administrator
European Wax Center
Burbank
10.2019 - 09.2022
- Answered a high volume of inbound and outbound calls, addressing customer product and service inquiries.
- Investigated complex customer inquiries to identify effective resolutions.
- Ensured compliance with company policies and industry regulations throughout all interactions..
- Provided coaching, training, and mentoring to front desk team members to enhance skills.
- Developed and implemented sales strategies to increase customer base.
Assistant Manager
T-Mobile
Northridge
04.2018 - 09.2018
- Managed B2B accounts for sole proprietors and small businesses to drive revenue growth.
- Supervised Mobile Experts, ensuring adherence to quality standards and sales targets.
- De-escalated customer disputes and resolved account issues efficiently.
- Drove sales with in-store and online clients, improving key performance indicators.
- Generated reports on sales trends, inventory levels, and financial metrics.
- Collaborated with management to develop strategic plans for achieving business objectives.
Mobile Expert
T-Mobile
Northridge
02.2017 - 03.2018
- Promoted company products, services, and savings plans during customer interactions.
- Conducted side-by-side selling to identify personalized solutions for customers.
- Delivered hands-on demonstrations of latest technology and services.
- Surpassed daily and monthly sales goals, leading to a promotion.
- Provided advanced assistance for complex technical issues requiring personalized care.
Education
Bachelor of Science - Health Sciences
Arizona State University
Tempe, AZ05-2028
Associate of Science - Health Sciences
Pasadena City College
Pasadena, CA12-2022
Skills
- Bilingual
- Leadership experience
- Sales and commission expertise
- Customer service
- Project management
- Conflict resolution
- Training implementation
- Technical troubleshooting
Affiliations
- Community Emergency Response Team & FEMA certified
- Community Service
- Dean's List, 2022 graduate
Languages
Russian
Native/ Bilingual
Timeline
Senior Support Specialist
Next Health
08.2022 - Current
Senior Administrator
European Wax Center
10.2019 - 09.2022
Assistant Manager
T-Mobile
04.2018 - 09.2018
Mobile Expert
T-Mobile
02.2017 - 03.2018
Bachelor of Science - Health Sciences
Arizona State University
Associate of Science - Health Sciences
Pasadena City College
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