Alexandria Knapp
Shreveport
Summary
Energetic and performance-driven Talented Customer Service Representative with 10+ years of experience leading teams, improving performance, identifying opportunities, and successfully defusing the toughest clients. Excellent written/verbal communication and interpersonal skills and the ability to respectfully interface with executives from various departments and divisions. I specialized in improving team performance on customer service metrics and SLA delivery. Able to motivate teams and coach underperforming individuals into management potential. Proactive and a master troubleshooter with a sharp focus on developing and implementing process improvements to drive company growth and technical innovation. A strong work ethic and the ability to effectively handle pressure without compromising quality service.
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Call Center Representative/Team Lead
GDIT
06.2021 - 11.2025
- Answering calls to clients to learn about and address their needs, complaints, or other issues with products or services.
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Building lasting relationships with clients and other call center team members based on trust and reliability.
- Utilizing software, databases, scripts, and tools appropriately.
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
- Making sales or recommendations for products or services that may better suit client needs.
- Taking part in training and other learning opportunities to expand knowledge of company and position.
- Adhering to all company policies and procedures.
Customer Service Rep
Convergys
05.2016 - 06.2021
- Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them.
- Created, edited, and altered customer service strategies and procedures in Agile manner to best deliver a satisfying experience for all store customers.
- Managed and updated the customer loyalty program.
- Exceeded team’s annual goal of keeping client response rates above agreed SLAs (97%).
- Coordinated with the Sales and Product Departments in providing report analysis of trends in customer behavior and user experience every three months.
- Developed CRM tools tracking and reporting sales operations activities.
Customer Success Lead
Asurion
05.2011 - 03.2016
- Oversee customer incident management.
- Work with existing staff to continue the build-out of our internal knowledge base.
- Take part in shaping support related company standards, policy and services.
- Set the tone and culture of the team.
- Act as escalation point for Customer Success Managers.
- Engage in proactive communication with all Blue Box customers to convey service changes, status updates and product offerings.
- Work with customers to resolve billing inquiries.
- Develop and curate a customer-facing knowledge base, including indexing, reporting and community outreach.
- Ensure that the overall customer experience at Blue Box is responsive, effective, and seamless.
- Team leadership and coaching.
- Interviewing and hiring.
- Communicate complex technical details concisely and clearly.
- Problem solving with a focus on ownership of issues that leads to results.
- Ability to build strong relationships across the organization: leadership, developers, system administrators, accounting and billing.
- Ability to operate under pressure in a deadline driven environment and business critical emergencies.
Education
High School Diploma -
Minden High School
Minden, LA05.2014
Skills
- CUSTOMER SERVICE TEAM LEADERSHIP
- PROJECT MANAGEMENT
- TRAINING & DEVELOPMENT
- CONFLICT RESOLUTION
- PERFORMANCE IMPROVEMENT STRATEGIES
- COMMUNICATION
- MARKETING DATA ANALYSIS
- ACTIVE LISTENING
- CUSTOMER RELATIONSHIP MANAGEMENT
- CUSTOMER RETENTION EVENT PLANNING & EXECUTION
- INTERVIEW/HIRING
- ACCOUNT UPDATES
- INTER-DEPARTMENT COLLABORATION
- ADJUSTER
- ASSURANCE ANALYST
- INSURANCE SPECIALIST
Certification
- INSURANCE COMMISSION 06/2016
- ALL 50 STATES
Timeline
Call Center Representative/Team Lead
GDIT
06.2021 - 11.2025
Customer Service Rep
Convergys
05.2016 - 06.2021
Customer Success Lead
Asurion
05.2011 - 03.2016
High School Diploma -
Minden High School