Customer Support Agent

Sandra J Andrews

Kent, Oh 440-***-****

*******@*******.***

PROFESSIONAL EXPERIENCE

MRI Software Solon, OH 8/2021 - 4/2023

Customer Support Agent

Provided excellent customer service to both property managers and tenants via phone calls, chats and emails: accepted rent payments, reset passwords, set-up new client profiles and performed research on reversed or duplicated payments to assist clients.

Utilized multiple software programs: Zendesk, RentPayment, Otka, Salesforce 360 and Amazon Connect, to assist in navigating the complexities of a growing real estate company.

Worked with multiple clients simultaneously, monitoring team discussions and emails to assist other team members with difficult cases.

Collaborated with team members to create standards, best practices, response templates and how-to forms, for both staff and clients.

Exceeded standards of accuracy in response to clients and achieved time, satisfaction and quantity quotas.

Assisted in training and supervision of new hires during transition and orientation to company procedures, established standards and providing excellent customer service.

Green Family YMCA Uniontown, OH 10/2021 - Present

Instructor and Lifeguard

Teach private swimming lessons to children needing individual programming: assisting with swimming skills and teaching life skills for following instructions and making informed decisions.

Train Lifeguard Instructors and maintain YMCA Lifeguard Instructor certifications of staff in Akron area.

Assist with in-services, teaching group swimming lessons and lifeguarding.

Orange Community Education and Recreation Pepper Pike, OH 10/2005 - 7/2021

Aquatics and Sports Coordinator

Managed indoor pool, diving well and outdoor leisure pool.

Created, scheduled and managed staffing and programs: lap swim, open swim, exercise classes, learn to swim, swim teams, diving, scuba, kayaking and one-time large events.

Supervised adult and youth sports programming during the school year and youth sports camps during summers.

Provided high customer service standards to clients, reviewing evaluations and resolving customer complaints: resulted in improved staffing and expanded program activities.

Created and administered budget: payroll, registrations, purchase orders and invoicing to maintain an acceptable operating margin.

Utilized multiple databases to compile and report department benchmarks to community stakeholders.

Maintained licensing, certifications and exceeded pool safety standards.

Served as Human Resources administrator: conducted interviewing, hiring, training, disciplining or terminating employees.

Sandra J Andrews

440-***-**** *******@*******.***

North Olmsted Recreation Complex North Olmsted, OH 8/2001 - 10/2005

Aquatic Supervisor

Managed indoor and outdoor pool; scheduled programs and adequate staffing to direct programs and supervised recreation complex: concession stand, ice rink, indoor tennis courts, gymnastic area and skate park.

EDUCATION

Baldwin Wallace College Berea, Ohio

Bachelor of Arts - Religion, Philosophy and English studies; minored in Education

EDUCATIONAL STUDIES

University of Findlay: Studied Philosophy, Religion and English literature

Jerusalem University College: Studied Archeology, Geography, History, Religion, Languages and Middle Eastern Politics, focusing on 2nd Temple Judaism and early Jesus movement.

Cleveland College of Jewish Studies: Studied Hebrew, Arabic and Jewish studies

John Carroll University: Studied Religion and Greek, focusing on Early Christianity

CERTIFICATIONS

American Red Cross:

Lifeguard, Instructor and Instructor trainer Water Safety Instructor and Instructor Trainer

First aid CPR AED Instructor and Instructor Trainer Babysitting Instructor

Certified Pool Operator

PADI Scuba Diver Open Water; Advanced Open Water and Rescue Diver

TECHNOLOGY

Proficient in Microsoft Office Suite: Excel, Word, PowerPoint, Access

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