Summary
Overview
Work History
Education
Skills
Timeline
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Andre Gray

Atlanta

Summary

Professional and Dedicated Customer Support Specialist skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Known for reliability and results-driven approach, ensuring high standards are consistently met.

Overview

12
12
years of professional experience

Work History

Customer Support Specialist

Fiserv
05.2024 - Current
  • Obtains, researches, and compiles information on claims. Ensures claim files are accurate and complete. Serves as a point of contact for borrowers, clients, and vendors
  • Handled various customer inquiries and tasks related to bill payment services. This includes setting up recurring payments, providing payoff quotes, updating account information, and assisting customers with online banking.
  • Update customer account information by handling address changes, name changes, and other updates to customer accounts.
  • Treated escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Implemented effective troubleshooting techniques for faster problem resolution and assist with walkthrough on product how to's and navigating the website
  • Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service as well as reduced call handle time, allowing for more customer inquiries to be resolved each day.

PG Problem Solver

Amazon
03.2023 - 05.2024
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes
  • Identified and resolved various exceptions that may arise during the inbound process, such as invalid purchase orders (POs), mis-ships, barcode issues, or damaged goods.
  • Researched and extracted data to complete tasks.
  • Ensure that all inbound shipments meet Amazon's requirements and standards. Scanned source containers and counted items to ensure accuracy
  • Repacked damaged items and ensured that they were properly inducted into the system to facilitate prompt delivery
  • Assisted in training new associates, particularly those new to the problem-solving role

Customer Care Coordinator

Illuma Care Connections
12.2021 - 03.2023
  • Respond to client inquiries promptly and professionally, address concerns, and provide accurate information.
  • Manage client accounts, update information, and ensure accurate billing and payment processing.
  • Schedule appointments for clients, ensuring timely and efficient scheduling.
  • Reduced customer complaints by proactively identifying potential issues and implementing solutions.
  • Assist with data collection, reporting, and analysis related to patient care and outcomes.

Community Researcher

Costar Group
08.2018 - 05.2020
  • Mentored junior researchers on best practices in data collection techniques, ensuring consistency across all team members.
  • Identified potential tenant prospects for commercial real estate clients.
  • Uncovered market activity, identifying deals, and provided insights to clients.
  • Exemplified the ability to research and identify opportunities, with a keen understanding of the commercial real estate market.
  • Helped research team interface with sales, marketing and editorial teams.

Hotel Front Desk Supervisor

Hyatt Atlanta Midtown
06.2013 - 08.2018
  • Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
  • Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
  • Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
  • Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
  • Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
  • Monitored occupancy levels, adjusting room rates as needed to maximize revenue potential.
  • Trained new front desk staff members, improving overall team performance and knowledge.
  • Utilized problem-solving skills regularly in addressing unforeseen challenges that arose during day-to-day operations at the hotel''s front desk area.
  • Coordinated with sales department on group bookings, ensuring seamless communication between departments for optimal client experience.
  • Assisted with development and distribution of marketing materials for facility.

Education

No Degree - Marketing & International Business

Clark Atlanta University
Atlanta, GA

Skills

  • Problem-solving
  • Complaint handling
  • Customer relationship management (CRM)
  • CRM software
  • Data entry
  • Appointment scheduling
  • Technical troubleshooting
  • Multitasking and organization
  • Analytical thinking
  • Administration
  • Hospitality
  • Sales
  • Marketing Research
  • Training
  • Customer Services
  • Yardi
  • Opera
  • Performance management
  • Interviewing
  • Conflict Management
  • Recruiting
  • Windows

Timeline

Customer Support Specialist

Fiserv
05.2024 - Current

PG Problem Solver

Amazon
03.2023 - 05.2024

Customer Care Coordinator

Illuma Care Connections
12.2021 - 03.2023

Community Researcher

Costar Group
08.2018 - 05.2020

Hotel Front Desk Supervisor

Hyatt Atlanta Midtown
06.2013 - 08.2018

No Degree - Marketing & International Business

Clark Atlanta University

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Andre Gray