Call Center Leader with Customer-Focused Expertise
Resume:
Andrew Horvet
Longwood, FL
ahorvet@ gmail.com
Career Objective
Andrew has a robust background in customer and technical support within the financial services sector, aligning well with the Customer Support Representative role. With over 8 years of experience, including direct customer interaction, account management, and technical assistance, Andrew has demonstrated proficiency in areas crucial for this position. Andrew’s history of working in dynamic, inbound environments, managing client relationships, and executing upsell strategies mirrors the job's emphasis on exceptional customer service and potential sales opportunities. Although the resume does not explicitly mention an engineering background, Andrew's technical support experience, especially with software and online systems, suggests a strong aptitude for understanding and communicating complex product-related information. His proficiency in Microsoft Office Suite and experience with CRM tools indicate a readiness to adapt to specific software requirements. He is skilled in Sales and Salesforce software.
Work Experience
Concentrix
Dec 2021 – Aug 2025
Lake Mary, FL
AARP
Technical Support
-Assisted AARP customers in an inbound environment.
-Closed accounts for deceased members.
-Answered customers with account and technical support questions.
-Updated online accounts for customers.
-Renewed or signed up customers with AARP accounts.
State Farm
Technical Support
-Assisted State Farm office employees and customers with technical needs.
-Assisted State Farm office employees with internal technical issues such as Salesforce, internet, and web site interface.
-Assisted State Farm employees with hardware issues.
-Answered State Farm customers with general questions.
-Assisted State Farm customers with emergency services such as emergency vehicles and tow trucks.
-Discuss coverage plans for insurance programs including features and benefits.
H & R Block
Technical Support
-Assisted H & R Block customers with web site interface.
-Assisted H & R Block customers with technical issues.
-Answered any H & R customers with general tax questions.
Technical Support
Spectrum
Nov 2020 - Nov 2021
Lake Mary, FL
-Working in an inbound environment
-Assisting customers with billing and technical questions regarding their telecommunications needs
-Upgrading or downgrading their current services when needed
-Terminating services when necessary
Outbound CSR
Redteam
Mar 2018 - Mar 2019
Orlando, FL
-Working as an outbound salesperson over the phone
-Specialize in computer software systems for construction managers
-Assisted potential customers with their project needs.
CSR
Centurylink
May 2014 - Mar 2018
Lake Mary, FL
-Working in an inbound environment
-Assisting customers with billing questions
-Educating customers on Centurylink services
-Adjusting or discounting customer accounts
-Terminating customer accounts when necessary
CSR
American Express
-Contacting small and medium sized businesses about American Express payments options
-Educating potential customers on the American Express OPEN program
-Discovering the potential benefits of the OPEN program in the organization's day-to-day business
-Assisting potential customers complete the American Express application process
Technical Support Advisor
Convergys – Charter Communications
Nov 2011 - April 2014
Lake Mary, FL
-Assisting Charter telephone customers with technical support, service questions, and billing issues in an inbound environment
-Discussing Charter's services and upgrading customers' accounts with new services
Education
1994 Curry College
Bachelor of Arts: English
Skills
Window 95 to Windows 10
Windows Office 365
Windows Networking system
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