Alexis Wallace
Philadelphia,PA
Summary
Senior Service Support Specialist with senior-level expertise in technical troubleshooting and customer support. Known for delivering impactful results through effective problem-solving and communication skills. Team-focused with flexible approach to adapt to changing needs. Strong background in enhanced product functionality and resolve complex service problems. Aiming to apply strong problem-solving and communication skills to drive reliable service delivery and customer satisfaction. and process improvement. With history of addressing and resolving support queries efficiently. Known for reliability and adaptability in dynamic environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Service Support Specialist
Evolution Gaming
2022.09 - Current
- Supervised and directed workers engaged in installation of data communication equipment and software. Diagnosed and troubleshot hardware, software and network issues.
- Conducted performance evaluations to identify areas for improvement and foster professional growth among team members.
- Maximized performance by monitoring daily activities and mentoring team members.
- Develop training materials and procedures, train new employees on proper hardware and software use, and cross-train existing staff to improve team agility and performance, resulting in faster issue resolution
- Ensure all gaming tables remain operational without interruptions by performing regular checks and quickly fixing any faults, thereby maintaining continuous gameplay
- Monitor critical application functions and infrastructure components with the provided tools, log and analyze alerts, and promptly escalate issues, helping prevent service disruptions
- Identify and resolve real-time incidents on the gaming floor across hardware, software, and network components using the monitoring system and ticketing tool, which reduces downtime and keeps player experience uninterrupted
Customer Service Associate Team Leader
ShopRite
2019.01 - 2022.09
- Resolved complex customer inquiries and escalations, building strong relationships and increasing customer satisfaction and loyalty.
- Coordinated and managed team schedules to ensure optimal staffing coverage during peak hours, improving service efficiency and workflow.
- Maintained expert knowledge of company products, services, and policies to provide accurate guidance and support to both customers and team members.
- Trained and onboarded new employees on cash handling procedures, point-of-sale systems, and customer service standards.
- Processed cash, check, and credit card transactions with a high level of accuracy while ensuring compliance with company financial procedures.
- Assisted customers with purchases, product location, and loyalty program enrollment, enhancing the overall shopping experience.
Education
High School Diploma -
Frankford High School
Philadelphia2019-06
Skills
- Software troubleshooting
- Bill preparation
- Customer relationship management
- Strong work ethic
- Customer service
- Attention to detail
- Multitasking and organization
- Excellent communication
- Computer skills
- Handling customer complaints
- Team collaboration
Certification
- Gambling License in PA, and CT
Timeline
Senior Service Support Specialist
Evolution Gaming
2022.09 - Current
Customer Service Associate Team Leader
ShopRite
2019.01 - 2022.09
High School Diploma -
Frankford High School