Alvina Tom
Epiq Systems
PHOENIX
5
years of professional experience
Personable and friendly individual with excellent communication skills and genuine passion for helping others. Possesses solid understanding of customer service principles and adept at handling and resolving customer inquiries efficiently. Dedicated to enhancing customer satisfaction and contributing to team success.
Work History
Call Center Agent
11 Months- Managed inbound calls, resolving client inquiries with accurate information and professional service.
- Assisted callers with account, service, and process questions using company-approved procedures.
- Escalated complex issues to appropriate teams while preserving customer satisfaction and workflow continuity.
- Documented call details in CRM systems to maintain clear, consistent case records.
- Adapted quickly to changing call volumes, maintaining quality service and efficient handling times.
- Coordinated follow-up communications to close open items and support timely issue resolution.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
Medical Transportation Dispatch
1 Year- Increased efficiency in scheduling by optimizing routes for multiple patients'' pickups and dropoffs.
- Trained new hires on company policies, procedures, and best practices in medical transportation services.
- Answering/transferring calls at high volume.
- Multi-tasking
- Computer skills
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Strengthened communication skills through regular interactions with others.
Sales Associate
5 Months- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
Education
GED
Skills
Customer service
Multi-tasking strength
HIPAA compliance
Customer Service-oriented
Professionalism and courtesy
Customer communications
Issue resolution
Quality assurance
System documentation
Call control skills
Call center customer service
Inbound phone calls
Call logging
Timeline
Call Center Agent
Epiq Systems
12.2025 - 11.2026Read More
Sales Associate
Victoria's Secret
10.2021 - 03.2022Read More
Medical Transportation Dispatch
MTBA
06.2021 - 06.2022Read More
Rio Salado College
GED
Read More