Alia Muhammad

15425 s 26th place, Phoenix, Arizona, 85048 (602)-422-6414

missesalia@gmail.com

Objective
To succeed in a stimulating and challenging work environment that will allow me to grow, learn, and utilize my knowledge
and skills.

Education
Bachelor of Arts in Organizational Leadership August 2021
Arizona State University, Tempe, Arizona

Experience
PEO Benefit Specialist I – Oasis, Paychex
Tempe, Az May 2021- Present

• Provides support to clients and their employees and internal partners. Responsible for setup and ongoing processing,
maintenance, and support of client accounts.
• Researches and resolves basic product and service issues from the field, clients, and their employees to maintain accurate
and timely responses. Documents information in CRM to track every interaction while utilizing all necessary systems.
Prepares and process basic benefit adjustments.
• Maintains knowledge of all changes pertaining to various product offerings, regulatory changes, policy changes and
industry developments to ensure compliance with departmental processes and company guidelines are met as they relate
to PEO.
• Obtains and maintains benefit documentation to ensure compliance with all applicable state and federal regulations and
laws, including Paychex.

Customer Service/Loyalty Retention, AT&T MOBILITY SERVICES

Mesa, Arizona February 2019 – September 2020
• Handled and resolved billing inquires for TV, Internet, Phone, and Wireless services.
• Assisted customers with billing issues, technical questions, or just providing general help regarding their service.
• Offered customized solutions and transformed a frustrating exchange into a best-in-class customer experience.
• Coordinated with all sales channels for retention efforts on the existing customer base. Identify sales opportunities and
provide service for millions of customers – one at a time.

DHL Express
Customer Contact Supervisor,
Tempe, Arizona April 2016-July 2018
• Managed a team of 11-16 Frontline customer service advisors. Provided monthly coaching to each individual.
• Managed the Inquiry2booking program. Ensuring that callbacks were made on time to customers inquiring about shipping
quotes. Also provided coaching to an advisor who made the callbacks.
• Organized daily team planning and ensure pertinent information is relayed accurately, manage processes and compliance
rules by inputting exceptions promptly, update advisor attendance records, and send out daily team stats.
• Ensured that advisors' timecards were accurately filled out. Updated any wrong or missed time punches to be approved for
payroll biweekly.
• Complete Quality Monitors. This includes side by side as well as listening to recorded calls. Completed on time and
accurately to ensure consistent coaching.
• Took escalated calls and answered general questions during peak season or when the assist line was short-staffed.
• Organized and planned team huddles that took place twice a week and monthly team meetings.
Customer Service Lead,
Tempe, Arizona October 2014-April 2016
• Organized daily team planning and ensure pertinent information is relayed accurately, manage processes and compliance
rules by inputting exceptions in a timely manner, update advisor attendance records, and send out daily team stats.
• Relay any coaching provided by our complaints department and coaching database to advisors.
• Complete Quality Monitors. This includes side by sides as well as listening to calls. Completed in a timely manner and
accurately as to ensure consistent coaching.
 Alia Muhammad
15425 S 26th place , Phoenix, Arizona, 85048 (602)-422-6414
AliaMuhammad89@gmail.com]

• Assist Line-took calls from Front Line agents. This includes assisting agents with escalated calls and general questions.
Customer Service Representative
Tempe, Arizona August 2013- October 2013
• Assist DHL customers by answering inbound customer service calls. High volume daily calls included tracking,
tracing, general inquiries, scheduling pickups, general customs inquiries, and escalations. Utilize problem solving
skills and knowledge of DHL to provide quick resolution to any inquiry.
• Upselling new products and services.
• Determined if new business qualified for a DHL account. Submitted sales leads to appropriate personnel to acquire
new business for DHL.

2
 Alia Muhammad
15425 S 26th place , Phoenix, Arizona, 85048 (602)-422-6414
AliaMuhammad89@gmail.com]