Customer Service Representative

Kelley Andrus

Customer Service Representative

(*23) 570- 9799

Inglewood, CA 90302

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Customer-focused and tech-savvy Customer Service Representative with 14+years of experience providing top-tier support via phone,email,andlivechat.Provenabilitytoresolvehigh-volumeinquiries,troubleshoot technical and software issues,assist users with account processes,and educate customers on platform features and best practices.Expertise in process improvement,cross-functional collaboration to escalate complex issues,and maintaining accurate customer interaction records.Passionate about delivering exceptional service and enhancing the user experience. PROFESSIONAL EXPERIENCE

Customer Service RepresentativeMt. Sac College

Jan 2024 - Present

● Managed 100+ weekly support tickets, resolving complex inquiries and troubleshooting technical issues via email and live chat for academic institutions and employers with 95% accuracy.

● Collaborated with cross-functional teams to escalate and troubleshoot complex platform issues, reducing resolution time by 30%.

● Developed a feedback-tracking system to identify recurring pain points, providing feedback to internal teams to improve the platform and leading to a 20% reduction in ticket volume.

● Updated and maintained internal databases and accurate records of customer interactions, ensuring compliance and improving data accessibility for stakeholders. Customer Service RepresentativeHospitality

Jan 2010 - Dec 2023

● Handled 200+ monthly customer inquiries via email, phone, and live chat, assisting users and achieving a 90% satisfaction rate through empathetic and efficient communication.

● Partnered with internal teams to resolve escalated customer complaints and issues, ensuring alignment with company policies and customer expectations.

● Volunteered for holiday coverage to maintain seamless operations and consistent customer support during peak periods.

EDUCATION

High School Diploma

SKILLS

Customer Focused

Mult-Channel Communication

Customer Education

CRM Platforms

Accurate Record Keeping

Problem-Solving

Organized & Detail Oriented

Technical Troubleshooting

Adaptability & Team Player

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