Communications Professional Seeking Growth in Radio/CSR Roles

Andrea Lynn Perkins

**** ****** **** ** *** **** El Cajon, CA 92019

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

619-***-****

SUMMARY OF QUALIFICATIONS

• Over twenty years of customer service experience in a call center environment. • Well versed in suggestive selling and customer retention

• Adept at call flow management and customer service techniques such as empathy, active listening and retention.

• Familiar with Microsoft Office applications, billing databases, and call tracking system RELEVANT SKILLS AND EXPERIENCE

Customer Service

• High volume call center experience with up to 100 calls per day

• Consistently meet or exceed call time and idle time metrics established for the department. • Explain and clarify complex billing cycles and prorates

• Resolve disputes and complaints regarding bills and services

• Explain travel insurance benefits and the claims process

• Take out insurance policies

• Establish claims

• Money transfers between accounts

• Cashier’s checks

• Wire transfers

• Fee adjustments

• HIPAA trained

• NCUA compliant

• Sell revenue generating products as well as cost reducing features, upselling customers on cable, Internet and phone packages.

• Increase customer retention by demonstrating value of products

• Suggest different services depending on the customer's needs.

• Inform customers about the benefits of purchasing travel insurance

• Loan referrals, Opt-Ins

Office Skills

• Typing 50 wpm

• Microsoft Word (proficient) Microsoft Excel (beginner) Microsoft Outlook Data Entry systems

Clientworks, SYMITAR,ICOMS, IRIS, CAFÉ, CLIENT,ATLAS, ASHCORE,FMS, Springboard, Relationship Manager, JWAALA,CST, OFX, Skills workbook BETA, Clientworks, Serviceworks, Agent360, Move Money 2.0, Documentum

• Aspect, Mitel, Avaya and Cisco Telephony Systems

• Chrome, Firefox, Internet Explorer, Google Docs

WORK HISTORY

Sycuan Tribal Casino Resort

Resort Experience Rep

07/25-present

Amazon

Warehouse associate

10//24-present

VX Logistics

Delivery Driver (for Amazon)

9/6/24-current

CARD (Center for Autism & Related Disorders)

Behavior Technician

8/15/24-8/30/24

Scentsy

Independent sales agent

1/6/24-current

LPL Financial

Service(Experience) Professional

1/10/22-1/5/24

It Works! Marketing Independent Distributor

Dec/2022-current

California Coast Credit Union

MSR III

07/19/21-1/07/2022

Amway Corp-Independent Business Owner

04/21-current

American Specialty Health(ASH) by way of Suna Solutions- Fitness Call Center Agent

10/21/19-03/27/2020

Geico

Claims Adjuster Trainee

05/06/19 07/16/19

San Diego County Credit Union-

Information Specialist

07/28/2014 3/08/2019

Time Warner Cable-

Tech Support Specialist

12/13/2013 07/26/2014

Party City-

Seasonal Sales Associate

09/2013 11/1/2013

CVS Pharmacy

Tech Externship

05/2011 07/2011

The Hartford-AARP division-

Customer Service Rep

07/14/08 3/26/09

CSA Travel Protection-

Customer Service Specialist

8/21/2006 06/02/2008

Cox Communications-

Customer Care Consultant

01/2002 07/2006

EDUCATION

• Arizona State University (online) 8/20-current

• Cuyamaca College (2019) General studies (online)

• Grossmont Health Occupations -Pharmacy Tech Program (2010 2011), Santee CA

• San Diego Mesa College, San Diego, CA (2004 2005) Majoring in Psychology

• Grossmont College El Cajon, CA (2003 2004) Majoring in Psychology

• University of Arizona, Tucson, AZ (1999 2000, 8/20-6/22) Pursuing B.S. in Communications

• Kofa High School, Yuma, AZ (1997 1999), High School Diploma

• Southwest High School, El Centro, CA (1995 1997) References available upon request

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