Alessa Pointer has over 5 years of experience in customer service roles, most recently as a Client Advocate at Quicken Loans helping clients understand their mortgage terms. She has also worked in clerical roles at the University of Michigan Hospital and Washtenaw Community College. Pointer has a Bachelor's degree in Literature and Creative Writing from Eastern Michigan University along with a minor in Children's Literature. She has strong communication, problem solving, and administrative skills.

1. 36631 Jefferson Ct Apt 814, Farmington Hills, Mi 48335(313) 452-3254apointerm@gmail.com
Alessa Pointer
Experience
September 2014-Present Quicken Loans Detroit, MI
Quicken Loans ClientAdvocate
 Provide detailed information to clients,helping them betterunderstand the termsof their mortgage
 Handle incoming calls from a nationalcustomerbase
 Provide unique and personalexperience forclients
 Provide assistance and best practices to fellow team members
August 2014-September 2014 Arvato Ann Arbor, MI
Customer Service Representative
 Provide technicalsupport forGoogle Business
 Interact with Google customers and provide support forGoogle Pages
March 2014-August 2014 Manpower Temp Services Ann Arbor, MI
Clerical Runner with University ofMichiganHospital/Administrative Assistant
 Clericalsupport for Care Management Department
 Interact with patients and inform them about their Medicare Rights
 Input patient information
July 2013-July of 2014 Washtenaw Community College (WCC) Ann Arbor, MI
Part Time SupportStaff
 Administrative support for faculty and staff
 Collecting materials from studentsand faculty asthey come into the office
 Data entry such ascourse logs,student questionnaires,department visits
August 2013-January 2014 Teleperformance Ann Arbor, MI
Customer Service Agent (Call Center Agent)
 Provide customer support
 Assist trainerin showing new employees bestpracticesand proper procedures
 Fulfilled the daily required quota of customer/agent interaction through phone and email
April 2012- Present 826Michigan Ann Arbor, MI
Internship/Tutor/Volunteer
 Written and verbalcommunication,interpersonalrelationship,and classroom managementskills
 Excellent criticalthinking,analytical,research,problem solving,organizational,and communications skills
 Designs and implements exercisesand activities to facilitate student'sacademic improvement

2. August 2009- August 2013 Continental Services Ann Arbor, MI
AssistantManager
 Worked directly under the Account and RegionalManagers,performing administrative duties forboth
managers
 Manage schedules forstore and accountmanagers
 Supervise and coordinate activities and dutiesof workers
 Ensured that employees stayed in compliance with safety procedures
 Recommend measuresto improve work proceduresand workerperformance to increase quality of services
 Organized and managed specialeventsand projects
 Often sentto otheraccountswithin the company to train new employees,managers,supervisors.
 Developed and implemented training plans for my team and other teams within the company.
Education
2008-2013
Double Major:
Minor:
Bachelors of Arts from Eastern Michigan
University
Literature and Creative Writing
Children’s Literature
Ypsilanti, MI
Skills
Administrative Experience
Proficient in Microsoft Office
50 WPM
Team leader
Problem solving
Detailoriented and self-motivated
Excellent written and verbalcommunication
Able to work independently or with a team
Able to thrive in fast paced environments
Excellent customer service
Able to supervise a team
Proven efficiency in multi-tasking while also paying close attention to detail
Excellent analyticalskills
Excellent interpersonalskills
Able to take the initiative and go above and beyond in any situation
Willing and able to learn newsoftware and obtain specific certification needed for any position
Professional References
KaMil Buchanan (734) 368-3449 Supervisor at Teleperformance
Karen Course (734) 777-8374 Account Manager for Continental Services
Savannah Charles (313) 510-1303 Head Student Coordinator for 826Michigan
Veronica Faulkner (734) 677-5466 Assistant to the Vice President of Washtenaw Community College