Aurilia Allen

Detail-oriented Operations Support Specialist with a strong background in data entry, filing, and administrative support. Proven ability to manage multiple tasks efficiently in fast-paced environments, ensuring accuracy and compliance with company standards. Experienced in collaborating with cross-functional teams to enhance operational efficiency and improve customer experiences.

Skilled in using Microsoft 365 Suite and Google Workspace, with a solid understanding of office equipment and personal computers. Recognized for exceptional attention to detail, organizational skills, and reliability in task completion. Committed to maintaining confidentiality and adhering to corporate compliance standards.

SEASONAL OPERATIONS SUPPORT SPECIALIST at Minted (2025-10 – 2026-01)

• Assisted customers with wedding website, account, and order technical issues, improving resolution speed and user satisfaction.
• Resolved back-office technical issues using SQL to restore data integrity and maintain order processing continuity.
• Submitted system-wide fix codes and coordinated company-wide broadcasts to limit user impact and reduce repeat incidents.
• Updated the knowledge base with troubleshooting steps and resolutions to streamline team onboarding and reduce repeat tickets.
• Investigated and corrected broken orders in the system to recover revenue and restore customer orders promptly.

OPERATIONS SUPPORT SPECIALIST at Inktel (2023-10 – 2026-03)

Support Specialist responsible for data entry, filing, and administrative tasks while ensuring adherence to company policies and maintaining confidentiality.

• Processed and reviewed claims and customer account issues, ensuring accuracy and compliance with company standards.
• Performed quality assurance audits on calls, identify errors and recommend improvement.
• Managed account adjustments and escalation timely resolutions.
• Worked with various teams to streamline processes and enhance customer experience.

TIER 2 TECH ADVISOR at Kelly Connect (2022-05 – 2023-10)

Detail-oriented support specialist with a focus on data management and technical support.

• Provided Tier 2 technical support for Apple customers, focusing on Mac devices and resolving complex troubleshooting issues.
• Addressed advanced problems related to system performance, connectivity, and device functionality promptly.
• Created and improved training materials for new software, enhancing onboarding efficiency.
• Mentored new hires to streamline their onboarding and training processes, reducing ramp-up times significantly.
• Supported leadership in identifying training needs by analyzing case reviews and coaching agents on effective practices.
• Enhanced service quality by providing constructive feedback to team leads and identifying recurring technical issues.

SALES & CHAT TEAM LEAD at Cocentrix (2020-05 – 2022-02)

Support Specialist with extensive experience in customer service and operational efficiency, adept at data entry, filing, and maintaining confidentiality.

• Provided chat-based support to Apple customers, guiding them through product selections tailored to their needs.
• Led a team, fostering motivation and support to meet sales and service quality objectives.
• Performed quality assurance on chat interactions, offering constructive feedback to enhance compliance and customer satisfaction.
• Collaborated with various teams to streamline service delivery and improve operational processes.
• Designed and implemented training programs to boost team performance and engagement.
• Assisted in tracking team performance metrics and identifying areas for improvement.

SUPERVISOR at Walmart (2019-02 – 2020-11)

Detail-oriented Support Specialist with a focus on data entry and clerical tasks, ensuring accuracy and efficiency in all responsibilities.

• Performed accurate data entry and maintained organized filing systems to support daily operations.
• Executed scanning, copying, and mailing tasks while ensuring confidentiality of sensitive information.
• Met daily productivity goals through effective time management and attention to detail in all assigned tasks.
• Assisted with various projects as directed by management, contributing to a collaborative work environment.

GOOGLE DATA ANALYTICS CERTIFICATE in Data Analytics – Merit America (2025-02)

HIGH SCHOOL DIPLOMA – Crowley High School (2018-05)