Andrew S. Harper

**** ********* ****

Charlotte, NC 28269

704-***-****

980-***-****

acxuwd@r.postjobfree.com

CAREER OBJECTIVE

Professional seeking an opportunity to make a significant contribution based on my experience in technology, customer service related fields, proven people, analytical, communication and organizational skills.

ACHIEVEMENT

• Awarded for 100% Customer Service statistics on monthly basis

• Awarded for Perfect Attendance on monthly basis

WORK EXPERIENCE

Treasury Services Advisor Bank of America May.2013-March 2015

• Responsible for account management (based on client requests received) including: handling escalations of more complex issues by managing the coordination of workflow to business partners and ensuring timely resolution.

• Provides day-to-day account servicing, resolution of routine to moderately complex inquiries, operational requests for accounts, and clients. Interacts continuously and deepens relationships with internal business partners as well as clients to further enhance client delight/satisfaction.

Customer Service Associate (CSA) Aon Hewitt Oct .2011-Aug.2012

Handles incoming calls from our clients employees, answering their questions and sorting out issues relating to their healthcare benefits, 401K savings, life benefits, retirement plans, LOA, Payroll, other human resource related services

Working through various Human Resource issues such as recruiting, death benefits processing, compensation(salary administration),system accesses, reporting and exit interviews

Researches the information and calls the customer back as required. Research can involve a number of resources, such as asking other CSAs, using online databases, reviewing documentations or asking other knowledgeable experts

Use active listening, probing, play-back, and style-matching skills to evaluate the customer's needs. The CSA navigates in a Windows based system through a series of databases in order to access the appropriate information to service the customer

RPS Consultant 2, (contract) Wells Fargo Aug.2010- Oct.2011

Provide quality customer service while building Wells Fargo client relationships in an institutional retirement call center

Respond to customer telephone inquiries regarding Retirement plans by providing account information.

Educating callers of investment options and processing transactions

Multitask while providing courteous and efficient service to participants and fellow representatives

Technical Support Specialist, Time Warner Cable Business Class Apr.2008-Dec.2009

Provided inbound client services support

Assisted with billing questions

Troubleshoot various issues with Time Warner Cable products

Processed payments

Help desk support

Assisted with escalated calls from clients

Responsible for answering customer calls (60 -100 per day)

Experience with Remedy ticket system and Salesforce

Technical Support II, Cablevision Systems Corporation Oct. 2004-Apr.2008

Troubleshooting issues with Optimum Online, Optimum Voice via remote

Assisted with escalated calls from clients

Email/ Help desk support

Provided inbound client services support

Responsible for answering customer calls (75 -150 per day)

Network Technician, Network Outsource Nov.2003-Oct.2004

Troubleshooting

Computer Repairs

Integrated large corporations’ with new network equipment

Worked with 3 Com NBX phone system

Help desk support

Monitored client’s server backup software (VERITAS) and equipment

Worked with PC Anywhere and Win VNC

Computer Specialist, Custom Computer June.1999-Nov.2003

Integrated schools to receive T1 connection

Upgraded and installed Cisco switches 3550 & 6500 switch/router combo

Worked with V Lans, installed Ethernet cables into the switch and patch panel

Installed fiber optic cables into the Gigabit interface converter on the Cisco Catalyst switches

Tested the demark connection

EDUCATION

Katharine Gibbs School, study in computer technical support, 07/98-03/99

Lewis Wilson Technical School, study in electronics, 04/85-06/89

SKILLS

Proficient in DOS, Windows 98/2000/XP, Lotus 1-2-3, Access7, Microsoft Office Products (Word, Excel, PowerPoint, Outlook) WordPerfect 6.1, Novell Netware 4.11, Windows NT

Experience with Remedy ticket system, troubleshooting & configuring Routers/Switches

Knowledge of Network tools for troubleshooting TCP/IP issue such ping, telnet, & tracert

Experience working in Call Center environment with support and end users

Familiarity with numerous web based applications used by telecommunication industry such as PeopleSoft.

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