Alisha Lewis
Sacramento
Summary
Customer-focused professional with extensive experience in customer service, specializing in handling inquiries, resolving issues, and providing solutions in fast-paced, high-volume environments. Proven ability to manage complex customer interactions, including handling escalations. Skilled in maintaining confidentiality, de-escalating difficult situations, and ensuring customer satisfaction. Known for strong communication, problem-solving skills, and a history of meeting or exceeding performance goals.
Overview
9
9
years of professional experience
Work History
Customer Support Representative
Wireless Vision
01.2023 - 01.2025
- Resolved billing inquiries and device-related concerns while maintaining high customer satisfaction
- Leveraged internal tools to provide clear and concise explanations of services, demonstrating technical expertise.
- Guided customers through complex issues, maintaining empathy and de-escalation skills in high-pressure situations.
- Demonstrated reliability by maintaining excellent attendance and punctuality.
Customer Support Representative
Wireless Lifestyle
01.2019 - 01.2023
- Handled escalated customer concerns, providing empathetic solutions for billing issues and service inquiries.
- Consistently met sales goals by recommending products based on customer needs, maintaining a revenue increase.
- Maintained confidentiality and adherence to privacy standards when processing sensitive customer data.
- Key Achievements:
- Achieved 95% first-call resolution rate by resolving issues during the first interaction.
- Met or exceeded quarterly revenue goals by upselling and cross-selling services.
Shift Lead
Pressed Juicery
01.2017 - 01.2019
- Managed store operations, including achieving personal and team sales goals and maintaining inventory.
- Provided training and guidance to employees, improving customer service skills and product knowledge.
- Supported scheduling and daily operations, ensuring smooth and efficient store management.
Shift Lead
Victoria’s Secret
01.2016 - 01.2019
- Trained and mentored new associates, enhancing team performance and customer service quality.
- Managed visual merchandising, ensuring the store environment was attractive and aligned with brand standards.
- Proactively engaged customers, promoting sales and upcoming promotions to increase revenue.
Supervisor
Teavana
01.2016 - 01.2019
- Supervised daily operations, including opening and closing the store and managing cash register operations.
- Led customer relations efforts, handling concerns, returns, and product inquiries with a focus on satisfaction and retention.
- Trained and onboarded new employees, ensuring they were well-versed in company policies and customer service techniques.
Education
Bachelor of Science - Criminal Justice, Pre-Law
Arizona State University
08.2025
Skills
- Experienced in using call center software such as Zendesk and Salesforce
- Proficient with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Timeline
Customer Support Representative
Wireless Vision
01.2023 - 01.2025
Customer Support Representative
Wireless Lifestyle
01.2019 - 01.2023
Shift Lead
Pressed Juicery
01.2017 - 01.2019
Shift Lead
Victoria’s Secret
01.2016 - 01.2019
Supervisor
Teavana
01.2016 - 01.2019
Bachelor of Science - Criminal Justice, Pre-Law
Arizona State University
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