Customer Service Specialist

ANDREA PERRY

Houston, TX ️ ************@*****.*** 281-***-**** linkedin.com/in/andrea-perry-97284b91/ Operations & Administrative Leader Customer Service Specialist Compliance Professional Professional Summary

Seasoned operations and administrative professional with over 10 years of experience driving customer satisfaction, operational excellence, and team development across automotive sales, healthcare, and transportation industries. Adept at streamlining processes, resolving customer issues, and maintaining compliance with regulatory standards. Recognized for strong communication skills, meticulous attention to detail, and ability to lead cross-functional teams in fast-paced environments. Key Strengths

Operations Management

Process Improvement

Customer Service

Relationship Management

Administrative Support

Records Management

Team Leadership

Training & Coaching

Policy Compliance

Regulatory Adherence

Conflict Resolution

Problem Solving

Transportation Safety

CRM Systems

PROFESSIONAL EXPERIENCES

Metro Lift Driver

MV Transportation – Houston, TX

Jan 2024 – Present

● Operated a bus safely and efficiently, adhering to all traffic laws and regulations.

● Transported passengers to their destinations on scheduled routes, ensuring timely arrival.

● Assisted passengers with boarding and exiting the bus, ensuring their safety at all times.

● Provided excellent customer service by addressing passenger inquiries and concerns in a professional manner.

● Followed established procedures for reporting accidents or incidents that occurred during transit.

● Performed pre-trip inspections of the bus to ensure it was in proper working condition before each shift.

● Communicated effectively with dispatchers to receive instructions or updates regarding route changes or delays.

● Adhered to company policies and procedures regarding passenger conduct and safety protocols. Patient Transporter

HCA Healthcare – Houston, TX

Sep 2023 – Present

● Provide information and directions to patients and visitors.

● Create positive relationships with customers by providing friendly, helpful service throughout all interactions.

● Apply conflict resolution techniques when disputes arise between customers or staff members.

● Transport patients to different departments of the hospital using bed or wheelchair as the mode of transport.

● Assisting patients or lifting patients into wheelchairs or stretchers.

● Monitor the scheduling system for transport requests and completing transports properly.

● Maintain accurate records of customer interactions, transactions, and feedback for future reference. Administrator

AMC Multiservices & Taxes – Houston, TX

Oct 2016 – Nov 2023

● Prepared tax and title documents.

● Submitted all legal transfer work to the Department of Motor Vehicles.

● Verified funds were collected and the correct lien holder paid off before processing title applications.

● Checked for accuracy in the application and ensured all information was correct.

● Answered client questions and at times handled escalation issues. Operations Manager

Versons Auto Sales LLC – Houston, TX

Aug 2012 – Oct 2016

● Inventory management, parts operations, and ordering.

● Tracked retail budgets ensuring profit.

● Managed employees of the automotive parts department.

● Hired and developed employees.

● Oversaw all aspects of the dealership's daily operations.

● Resolved customer issues quickly and professionally while maintaining high customer satisfaction ratings.

● Managed the daily operations of multiple departments to maximize efficiency.

● Developed talented team, participating in hiring, coaching, and performance management processes.

● Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes.

● Established operational policies, procedures, standards, and objectives in alignment with organizational goals.

Corporate Trainer / Call Center Representative

USAA / ACS – Houston, TX

Jan 2009 – Aug 2012

● Prepared classrooms and kept them properly set up for each class.

● Lead development sessions for new and existing employees.

● Devised skill development for staff to ensure quality and training.

● Educated employees on proper use of organizational products and systems.

● Conducted one-on-one coaching sessions with employees to develop their skills and knowledge.

● Coached existing personnel on new or enhanced applications, products, and job functions.

● Provided feedback on employee performance during quality sessions, offering constructive criticism when necessary.

● Assessed individual performance levels to identify areas for improvement and create targeted training plans.

● Implemented new hire training program to onboard and train new employees within operations.

● Assessed participant knowledge and understanding of the material and adjusted training accordingly, resulting in 75% retention.

● Developed and delivered comprehensive training programs to diverse groups of employees in a corporate setting, achieving 90% outstanding customer service. EDUCATION & CERTIFICATIONS

● High School Diploma – Scarborough High School, Houston, TX

● Certifications

BLS Certification

Certified Notary Public

Driver’s License

CPR Certification

TECHNICAL SKILLS

Microsoft Office Suite CRM Software Salesforce Data Entry & Reporting

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