HOPE ANDREWS

Marietta, GA

acwvs7@r.postjobfree.com 770-***-**** www.linkedin.com/in/hope-andrews

CUSTOMER-CENTRIC CLIENT RELATIONS PROFESSIONAL

Expertly Improve Customer Service to Positively Impact Corporate Image

Exceptional aptitude to quickly assess customer needs, diffuse escalated issues, and follow-through to

resolution. Adept at listening, problem-solving and conflict resolution related to inventory and order delivery.

Strong capacity to track service-related issues, identify root causes, and work cross-functionally to resolve

customer complaints. Areas of expertise:

Customer Account Management Quality Assurance

Order Processing Materials Management Support

Error Investigation Data Management

TECHNICAL SKILLS

Software: Satmetrix.com, Salesforce.com, Lotus Notes, Microsoft Office (Excel, Word, Access)

PROFESSIONAL EXPERIENCE

IBM CORPORATION, Atlanta, GA 2006 to 2016

Senior Client Satisfaction Advocate, Smyrna, GA (2014 to 2016)

Analyzed and audited customer surveys, identifying areas of service delivery not meeting pre-established

performance standards within the Call Center. Used Salesforce.com to submit customer complaints and request

warranty issues to be resolved.

Provided statistical analysis of surveyed data from customers, performing root cause analysis, and

identifying opportunities for quality improvement.

Identified patterns and trends of issues, recommending solutions to senior management. Increased

client satisfaction rates and client retention by reducing time for resolution and refunds.

Helped facilitate process changes, developing support best practices, enhancing agent knowledge, and

improving support consistency by monitoring call agents and providing feedback.

Led direct customer interaction on previously unresolved issues, researching and satisfactorily solving

complaints or escalating to correct department.

Enhanced productivity by providing daily survey report results to service planning departments and

multiple department managers on a daily basis.

Customer Complaint Resolution Support, Atlanta GA (2012 to 2014)

Oversaw and monitored customer complaints, resolving or escalating complex or unusual issues to higher

levels.

Implemented processes as part of development of a formal complaint system, monitoring customer

issues and non-conformities, resulting in decreased timelines for issue resolution.

Effectively managed 150 customer accounts monthly, including handling of expedited orders, claims,

credits, damages and returns.

Interfaced with internal IBM staff and external customers to negotiate and resolve complaints and

escalations in a timely manner, ensuring ongoing customer satisfaction.

Hope Andrews acwvs7@r.postjobfree.com Page 2

Client Satisfaction Advocate, Smyrna, GA (2010 to 2012)

Supported best customer services practices, monitoring call center agents.

Took ownership of escalations for customers service warranties shown incorrect on website, elevating

issue to proper department for resolution.

Responded to unresolved customer issues, leveraging internal resources to escalate beyond normal

service level agreements.

Evaluated recorded and live telephone calls, ensuring agents compliance with company policies and

professionalism.

Service Delivery Exceptions Support, Atlanta, GA (2006 to 2010)

Provided customers an avenue for inquiry regarding service and parts requests.

Made daily attempts to reach customers awaiting back ordered parts; improved customer awareness of

extended repair status.

Handled missing parts issues for customers from the repair depot by ordering replacement part to

improve customer satisfaction. Interfaced with UPS, Fed Ex, and internal resources to investigate missing

depot repair shipments.

Improved customer relations by researching and resolving customer disputes regarding charges for lost

or unreturned parts.

EDUCATION

Diploma, PC Support 2002

LINCOLN TECHNICAL INSTITUTE, Marietta, GA

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