ALYSSA WILLIAMS
Glendale
Summary
Detail-oriented support professional with experience in coordinating time-sensitive issues, documenting case activity, and prioritizing workflows. Expertise in incident tracking, escalation support, and maintaining accurate records. Committed to leveraging operational and organizational skills in a Project Coordinator role to advance into project management.
Overview
1
1
Certification
2
2
years of professional experience
Work History
Client Service Representative
H&R Block
01.2026 - 04.2026
- Coordinated updates and handoffs across support, operations, and technical teams for 20–50 time-sensitive cases weekly, ensuring seamless communication and timely resolution.
- Identified recurring client and system issues, reporting trends that enabled process improvements and reduced repeat contacts by 10–15%.
- Maintained accurate case documentation and followed structured procedures, enhancing data integrity and service consistency.
Dispatcher
Amazon | Insight Global
12.2024 - 05.2025
- Coordinated rapid resolution of route-impacting issues for 50+ drivers per shift, prioritizing by urgency and operational impact.
- Monitored communications across multiple channels and applications, ensuring timely escalation and issue tracking to maintain operational flow.
- Maintained detailed shift logs to support continuity across handoffs and enhance team collaboration in a deadline-driven environment.
- Applied structured troubleshooting and time management within a 6-minute average call window to resolve issues efficiently.
Customer Care Representative
Hyundai Bluelink | IntouchCX
02.2024 - 05.2024
- Supported 35+ users daily with troubleshooting for account access, connectivity, and feature configuration issues.
- Documented issue details and user environment information, escalating unresolved or high-severity cases to ensure timely resolution.
- Guided users through next steps and timelines, clarifying processes and enhancing overall support experience.
Education
CompTIA A+ Training Program - IT Support and Data Center Training
Per Scholas
Phoenix06-2026
Diploma - undefined
Ironwood High School
GlendaleSkills
- ServiceNow ticketing
- Cross-functional collaboration
- Documentation
- Documentation management
- Cross-functional communication
- Process improvement
- Scheduling and follow-up
- Workflow prioritization
- ServiceNow management
- Wi-Fi, VPN, RDP, and basic SSH troubleshooting
- Windows 10/11, macOS basics, Linux basics
- Project coordination support
Certification
- CompTIA A+ — In Progress (Anticipated December 2026)
- Google IT Support (2026)
- NFPA 70E (2026)
Timeline
Client Service Representative
H&R Block
01.2026 - 04.2026
Dispatcher
Amazon | Insight Global
12.2024 - 05.2025
Customer Care Representative
Hyundai Bluelink | IntouchCX
02.2024 - 05.2024
Diploma - undefined
Ironwood High School
CompTIA A+ Training Program - IT Support and Data Center Training
Per Scholas