Andrea Buswell
Cartersville
Summary
Knowledgeable and dedicated customer service professional with extensive experience in telecommunication and customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Implementation Technician I
Lumen Technologies
06.2023 - Current
- Enhanced equipment performance by conducting regular maintenance and troubleshooting tasks.
- Streamlined processes by implementing efficient workflows and improving technician training programs.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Responsible for supporting the delivery of request for telecom services
- Ensure request are processed in a timely manner to meet SLA and customer expectations
- Docuement all order activity and ensure date integrity in Lumen systems
- Process orders according to SLAs, M&Ps/SOPs, On-time Performance and quality standards
- Provision install, change and disconnect orders with strong focus on quality and customer care
Customer Service Representative
Farmers Insurance
09.2022 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Resolves customer and agent inquiries, solves problems related to policies
- Maintains accurate system documentation of interactions
- Utilize multiple system platforms to conduct research, identify processes and review prior transactions to make sound decisions and recommendations to customers.
- Managed over 40 calls per day.
- Investigated and resolved customer inquiries and complaints quickly
Label Operator
Anheuser Busch
01.2021 - Current
- Operate Labeler equipment
- Perform Maintenance
- Ensure the labeling process does not slowdown in factor setting
- Operated two production line labelers in an efficient manner.
- Replenished materials and supplies as needed to maintain production.
- Assembled products according to changing daily work orders and specific customer needs.
- Reported malfunctions and errors to supervising staff, addressed concerns and supported other machine operators completing challenging workloads under tight schedules.
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
- Set up and adjusted equipment and properly configured machines for daily operation.
Delivery Courier, FedEx
06.2019 - 01.2021
- Minimized load shifting by properly securing all items
- Avoided delays by keeping vehicle well-maintained and properly fueled
- Maintained accurate records, including customer signatures and delivery payments
- Deliver and retrieve packages on time.
BizTown Coordinator
Junior Achievement of East Tennessee
01.2018 - 10.2019
- Lead a Junior Achievement program in a specific classroom environment
- Responsible for deploying new computer, iPad and software application, while also testing and deploying new software and simulation
- Maintain software applications and web services hosted in a virtual environment onsite
- Maintained servers and systems to keep networks fully operational during peak periods.
- Manage all network, printer, and hardware troubleshooting
- Organized, purchased, and managed supplies for JA and BizTown facilities.
Mailroom Clerk
Applications, Cooperation
08.2011 - 07.2014
- Handle sort and deliver incoming/outgoing freight, mail, and documents of SAIC
- Process and dispatch the mail according to FedEx, UPS, and US Postal guidelines
- Support document reproduction for government and commercial proposals
- Organized and tracked office supply inventory
- Monitored and updated customer data in Excel to ensure the prompt delivery of mail
- Coordinated orientation for new employees and provided training support, gaining access to the proper systems and databases used in the department
- Oversaw the setup of new employees with gaining access to the proper systems and databases
- Provided video conference support.
Implementation Specialist II
Sprint
09.1999 - 07.2005
- Supported in the management of the customer lifecycle, from customer acquisition through billing activation across the product portfolio
- Worked primarily with outside vendors and sales to ensure delivery of equipment to meet the customer demands
- Collaborate with sales department with order implementation, manage and maintain wireless, frame relay, DSI services from initial order request to circuit installation, testing and activation
- Served as a single corporate contact or SME for Sprint, included navigating and creation of new software
- Create extensive toll free routing networks intern who prepared and administered training information via PowerPoint to all levels of employees to create toll free routing networks
- Video Conference support and setup.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Offered assistance in implementing and developing training programs.
Education
Associate of Applied Science -
Roane State Community College, Georgia
Oak Ridge, Highlands, Rome, TN, GA05.2017
Skills
- Microsoft Office Suite
- Customer Service
- Communication and Collaboration
- Project Coordination
- Clerical support
- Time Management
- Excel
- Problem Solving
Certification
Technical Support Fundamentals
Timeline
Implementation Technician I
Lumen Technologies
06.2023 - Current
Customer Service Representative
Farmers Insurance
09.2022 - Current
Label Operator
Anheuser Busch
01.2021 - Current
Delivery Courier, FedEx
06.2019 - 01.2021
BizTown Coordinator
Junior Achievement of East Tennessee
01.2018 - 10.2019
Mailroom Clerk
Applications, Cooperation
08.2011 - 07.2014
Implementation Specialist II
Sprint
09.1999 - 07.2005
Associate of Applied Science -
Roane State Community College, Georgia
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