Andrea Williams

Albuquerque, NM *****

adw0zz@r.postjobfree.com

+1-505-***-****

Experienced professional seeking to fill a Customer Service oriented position. Work Experience

Full Service Agent

World Travel Holdings - Remote

August 2019 to December 2021

● Maintained 95% and higher Caller Post Call Survey score with a minimum of 45% take rate.

● Efficiently and professionally assisted callers with a consistently exceptional one call resolution experience.

● Regularly able to diffuse, resolve and service a wide range of calls using the resources and training provided to me.

● Consistently influenced customers calling to cancel to keep their upcoming reservation.

● Accurately processed payments and maintained a 92% automatic future payment at arrangement resulting in a decrease of canceled bookings and angry customers.

● Completed all required training required in a timely fashion without interrupting the call flow.

● Received multiple recognitions for receiving high customer satisfaction scores.

● Established strong customer relationships resulting in repeat sales and multiple customer referrals.

● Consistently maintained a 75% and above selling time during my shift.

● Influenced 75-100% of new bookings and 65% of post booking callers to purchase the Travel Protection policy as an optional add on to their vacation package. Accounts Receivable

Reladyne - Albuquerque, NM

May 2015 to March 2018

● Efficiently created customer invoices from previous days delivery tickets keeping billing at no more than 1 business day after delivery which resulted in less collection calls.

● Accurately maintained customer files and records.

● Assisted customers through phone, fax and email with pickup and delivery orders, credit card payments, payment & invoice inquiries and rescheduling missed deliveries.

● Processed daily bank deposit, auto draft credit card payments and batching of daily

● credit card transactions.

● Professionally and persistently corresponded with late and slow paying customers resulting in the Aging Report meeting and exceeding the CFO’s requirements of under 8% over 30 days past due in less than 60 days.

● Setup and maintained new system for billing customers, filing claim forms and reflecting payments received for rebate and co-op programs resulting in over

$300k of unclaimed payments being collected.

Office Manager/ Payroll Supervisor

Rocky Mountain Roofing Company - Albuquerque, NM

June 2005 to May 2012

● Professionally answered multi-line phone and assisted customers, vendors and contractors with any business related needs they have.

● Answered bidding and submitted questions from General Contractors.

● Prepared job submittal packages by reproducing CAD drawings, product data sheets and MSDS sheets as requested in Specification Book.

● Assisted Estimator with Plan Checks and submission of bids.

● Processed New Hire paperwork including I-9 verification online.

● Calculated hours and weekly Payroll including Federal and State Payroll Reports.

● Prepared Payroll Taxes and Insurance Reports.

● Maintained OSHA Safety Documents and Training Documents. Admin Assistant/ Media Buyer/ Sales/ Accounting Clerk Renegade Advertising - Albuquerque, NM

April 1998 to May 2004

● Answered multi-line phone system and assisted callers with any needs they had.

● Developed monthly advertising campaigns for 4 smaller clients by way of all media outlets and working directly with graphic artist and radio and television producer and editor.

● Negotiated & Purchased radio and television air time for 3 Account Executives.

● Assisted 3 Account Executives, Accountant and Business Owner with their day to day operations.

● Prepared and delivered monthly budgets, advertising calendars, ad campaign radio and television copy, co-op invoices and billing documents to clients.

● Processed payroll, commission checks and monthly expense checks.

● Proofread print ads and yearly business plan copy while working directly with customers and graphic artist on changes from initial development to final finished product.

● Cold called and developed relationships with potential new clients. Education

Accounting, Business, Computers, Psychology, Sociology and Communications Central New Mexico Community College

August 1996 to December 2011

GED

May 1996

Skills

• Over 25 year's experience assisting customer’s, vendors and other business associates over the phone, through email, by fax and in person.

• Excellent at active listening, problem solving and verbal and written communication with any type of personality or background.

• Dependable, personable, and dedicated to great customer engagements.

• Able to create a positive impression about my company through efficient and professional interactions.

• A self-motivated and disciplined individual with a strong work ethic and proven track record.

• Proofreading

• Media buying

• Account management

• Tax experience

• Active Listening

• Sales

• Payroll

• Problem Solving

• Team Player

• Strong Verbal & Written Communication Skills

• Developing Long Term Relationships

• Computer skills

• Software troubleshooting

• Accounting

• Accounts receivable

• Document management

• LogMeIn

• CAD

• Microsoft Word

• Microsoft Excel

• Utilizing Resources

• Leadership

• Balance sheet reconciliation

• Banking

• Sabre

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