Cardmember Services
Resume:
Andrea Roberts
Success goes however far your willing to work for it!
Jacksonville, FL 32205
ad1dr4@r.postjobfree.com
My objective is to secure a position as a team player in a people oriented organization where i can maximize on my customer service experience and my ability to work well with others. Authorized to work in the US for any employer
Work Experience
Web Support Analyst
Optum - Jacksonville, FL
October 2020 to Present
• Provide production application support to Optum clients through incident management portal
• Ability to provide excellent customer and technical service during the intake, investigation, and resolution of client inquiries
• Serve as the liaison to a complex customer base to manage first level response and resolution of issues with external and internal customers
• Accurately triaging, prioritization and troubleshooting incidents while utilizing critical thinking skills
• Collaborate as needed with partnering teams in a timely manner with appropriate sense of urgency and utilizing resources to drive effective and timely resolution
• Follow standard operating procedure to escalate urgent issues where appropriate
• Identify trends and participate in development and implementation of new procedures, and refining of existing procedures for addressing production support, demonstrate initiative to seek opportunities to create and maintain support documentation
• Facilitate and coordinate client meetings and calls as needed
• Build strong relationships and partnerships with client to improve customer service
• Manage and own customer communication while demonstrating confidence and empathy to create peak client moments
• Identify and resolve operational problems using defined processes, expertise, and judgment
• Demonstrate flexibility and ability to adapt to a fast-paced and evolving environment; learn new topics, retain knowledge, and effectively manage time with minimal supervision
• Ensure consistent adherence to meet and/or exceed department metrics and expectations as well as other duties and tasks as assigned
• Participate in on call rotation that includes support for all critical after normal business hours Customer Service Associate
Department of Unemployment Assistance - Jacksonville, FL April 2020 to October 2020
• Unlocked accounts and troubleshoot various issues
• Process payments
• Educated clients on how to operate the business website and claim weeks for their funds
• Filed claims
Customer Advisory 1
Aerotek/JEA - Jacksonville, FL
October 2019 to June 2020
• Responds to and processes customer inquiries to include:
• Account setup, starting, stopping and transferring service and performing credit checks for identity verification and credit worthiness
• My Budget enrollment / disenrollment
• Outage reporting and status updates
• Pay Plans
• Other interaction types
• Uses necessary systems and tools to gather information required to understand and address customer's needs.
• Promotes relevant JEA services, products and solutions that could benefit the customer.
• Provides appropriate customer education and clearly communicates actions to be taken by JEA and the customer to address customer's need.
• Completes all necessary actions to resolve the customer's need; may include updating systems/ applications, creating cases and/or escalating to other groups or individuals.
• Documents interaction by creating a customer contact in primary billing and customer care application.
• Communicates customer feedback, trends and issues to management.
• Operates standard office equipment and use required software applications.
• Performs other job-related duties as assigned within the job scope Customer Service Representative Supervisor
Walmart - Jacksonville, FL
November 2015 to December 2019
• Make the customers experience pleasant
• Manage the front end
• Money transfers
• Fast, clean, friendly service
Cashier
Potters House - Jacksonville, FL
April 2014 to November 2015
• Monitor sales activity to ensure customers receive satisfactory service and quality goods
• Consistently achieved high levels of customer satisfaction Team Leader
ALTURISTIC Staffing - Jacksonville, FL
October 2013 to February 2014
• Provided clear and definitive leadership/ vision in building sales organization
• Built positive rapport with customers
• Mentored, motivated and coached sales team to create value and delivery in the sales process Cashier/Customer Service
Krystal - Orange Park, FL
July 2010 to November 2012
• Served foods it arrived and refilled glasses delivered food items on a professional and timely manner
• Trained new hires to strengthen technical, product and customer service skills
• Enhanced customer service skills by serving people from different walks of life Cashier/Customer Service
Kmart - Orange Park, FL
October 2008 to June 2010
• Served customers, provided advice and assistance, and ensured sales targets were achieved
• Ensures that each customer received outstanding service by providing a friendly environment
• Completed any and all tasks assigned by management Education
Some college in Business Administration
Strayer University-Florida
2018 to 2022
High school or equivalent
Orange Park High School
Skills
• Customer Care
• Customer Service
• Customer Support
• CSR
• Excel
• Front Desk
• Microsoft Office
• Call Center
• Account Management
• Cold Calling
• Leadership
• Management
• Mentoring
• Research
• Negotiation
• Account Management
• Mentoring
• Research
• Leadership
• Sales Management
• Salesforce
• Business Development
• Salesforce
• Sales Management
• Business Development
• Event Planning
• Relationship Management
• Recruiting
• Computer literacy
• Sales
• Upselling
• Troubleshooting
• Software Troubleshooting
• Help Desk
• Active Directory
• Desktop Support
• Computer Networking
• Operating Systems
• Network Support
• Technical Support
• iOS
• Windows
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