Summary
Overview
Work History
Education
Skills
Personal Information
Attributes
Timeline
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Andrea McGuire

Andrea McGuire

Austell

Summary

Dynamic Consumer Experience Team Lead at Lewis Hyman, Inc., skilled in complaint resolution and project management. Proven track record in enhancing customer satisfaction through effective problem-solving and team leadership. Adept at training staff and streamlining operations, ensuring compliance and high standards in service delivery.

Overview

8
8
years of professional experience

Work History

Consumer Experience Team Lead

Lewis Hyman, Inc
Austell
10.2023 - Current
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Trained new staff in relevant processes and procedures.
  • Collaborated with other departments to develop effective solutions that meet customer needs.
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Ensured compliance with industry standards and regulations.
  • Coordinated team resources to achieve project goals.
  • Delegated tasks appropriately according to individual skill sets.
  • Resolved escalated customer complaints or queries promptly and efficiently.

Remote Customer Support Agent

FHCANN
10.2021 - 10.2023
  • Provided primary customer support to internal and external customers.
  • Improved daily operations, vendor relationships, contractor communication and employee remote access by streamlining processes.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Approved and terminated customer contracts upon request.

CallCenter Customer Service Representative(Remote)

Teleperformance
06.2019 - 10.2021
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed department call volume of 50 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Customer Service Representative

Logistics Health
09.2017 - 05.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Updated account information to maintain customer records.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

High School Diploma -

Kennedy Senior High
Bloomington, MN

Skills

  • Complaint resolution
  • POS systems expert
  • CRM
  • Creative problem solving
  • Multi-line phone talent
  • Technical Support
  • Call center operations
  • Call Select communication systems
  • High-volume call centers
  • Knowledge base software
  • Documentation and reporting
  • Call decisioning
  • Typing 40 wpm
  • Reliable & Secure High Speed Internet
  • Excellent Verbal and Written Communication
  • Inbound & Outbound Calling
  • Project management
  • Employee training
  • Customer service
  • Performance evaluation
  • Problem solving
  • Task delegation
  • Deadline management
  • Performance monitoring
  • SOP adherence
  • AS400
  • Netsuite
  • Salesforce

Personal Information

Title: Customer Service Representative

Attributes

  • Proficient in Microsoft Office, Powerpoint ,Excel, Windows, Outlook,
    Internet research, Google Suite. Proficient in all general office skills; Data entry, email, faxing/ filing, and operating systems.
  • Established goals, structures, and processes necessary to implement a mission and strategic vision.
  • Familiar With the Remote Communication and Collaboration Tools.
  • Consistently met performance milestones in speed, accuracy, and volume.

Timeline

Consumer Experience Team Lead

Lewis Hyman, Inc
10.2023 - Current

Remote Customer Support Agent

FHCANN
10.2021 - 10.2023

CallCenter Customer Service Representative(Remote)

Teleperformance
06.2019 - 10.2021

Customer Service Representative

Logistics Health
09.2017 - 05.2019

High School Diploma -

Kennedy Senior High

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Andrea McGuire