Andi Fairfield
Edmond,OK
Summary
Skilled Business Support Representative with solid background in customer service and support. Experience includes troubleshooting and resolving issues, assisting with project management, and providing administrative assistance to enhance business operations. Strengths encompass strong communication, problem-solving skills, and ability to manage multiple priorities efficiently. Have consistently contributed towards improving operational efficiency in previous roles.
Overview
5
5
years of professional experience
Work History
Business Support Representative
DENVER WATER
Denver, CO
07.2022 - Current
- Streamlined internal Customer Care & Billing platform operations by resolving technical problems.
- Provided assistance to internal departments and clients in areas such as billing, account maintenance, scheduling, and record keeping.
- Assisted with financial tasks such as invoicing, accounts receivable and payable, and budgeting.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Analyzed customer feedback data to identify areas for improvement within the organization.
- Handled customer inquiries and complaints in a timely manner, escalating issues as needed.
- Collaborated with IT teams to drive digital transformation initiatives.
- Researched and enhanced standard operating procedures (SOPs) and internal information networks.
- Proven ability to identify and analyze issues within the organization to facilitate successful RIE projects.
- Provided administrative support to the business team by scheduling meetings, organizing documents, and preparing presentations.
Call Center Representative
DENVER WATER
Denver, CO
08.2020 - 07.2022
- Handled incoming customer calls and supported them with tasks related to billing, account maintenance, payment handling, and record keeping.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Offered additional products or services to enhance customer experience.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Met and exceeded service goals by consistently delivering customer satisfaction and meeting quality assurance expectations.
- Closely monitored customer trends, issues, and impacts; promptly flagged any outliers for review.
- Maintain up-to-date knowledge of established procedures for offering excellent client guidance
- Maintained strong call control and quickly worked through scripts to address problems.
- Applied accurate interpretation skills, effective judgment-making abilities, and resolution techniques to handle customer complaints/inquiries without resorting to escalation unless absolutely necessary.
- Participated in weekly huddles with team members in order to discuss common goals and objectives.
- Developed effective working relationships with team members across multiple departments.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Logistics Technician
PRECISION GAGE INC
Broomfield, CO
01.2020 - 08.2020
- Processed orders received via phone, fax, email or other mediums quickly and efficiently within specified deadlines.
- Updated service records and customer information network to ensure excellent customer service
- Managed communications between internal departments and external parties involved in the logistics process.
- Collaborated on multiple responsibilities related to vital accounting functions like billing, payments, invoices, and record keeping.
- Maintained accurate documentation for all incoming and outgoing shipments.
- Administered document control activities including filing invoices, packing slips, bills of lading, keeping accurate records for future reference.
- Provided detailed assessments and analysis of trends and their impact on customers
- Coordinated with vendors to ensure timely delivery of goods and services.
- Provided assistance in resolving disputes arising out of transport contracts between vendors and suppliers and customers.
- Identified areas for improvement within the logistic process and recommended solutions accordingly.
- Assisted in the development of logistics strategies to support business growth and expansion.
Sales Coordinator
ASPEN ROOFING AND EXTERIORS
Denver, CO
10.2019 - 01.2020
- Enhanced team efficiency by developing advanced procedures for training and implementing effective policies
- Collaborated with supervisor to efficiently handle office workload and fulfill organizational requirements, encompassing tasks such as insurance assistance, accounting support, social media management, and field technician coordination.
- Established and maintained strong client connections throughout the United States.
- Worked closely with management to ensure proper maintenance and updating of the internal database
- Assisted in scheduling for multiple branches across various states.
- Managed client relationships by responding promptly to inquiries and addressing any issues that arose during the course of a sale.
- Provided administrative support to the sales team including scheduling meetings, preparing presentations and managing email correspondence.
- Generated leads through cold calling, networking, referrals and other methods.
- Provided assistance throughout the entire sales process from initial contact through post-sale follow-up activities.
- Maintained an up-to-date database of prospective clients and their contact information.
- Coached staff on strategies to enhance performance and improve customer relations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
High School Diploma -
Horizon High School
Thornton, CO05-2015
Associate of Arts - Graphic Design
Community College of Denver
Denver, COSkills
- CRM Software
- POS Systems and Ordering Platforms
- Microsoft Office Suites
- Adobe Creative Suites
- Soft-phone Systems
- Mac PC
- Outlook
- Sharepoint
- Teams
- Oracle, CC&B
- Maximo
- 60 wpm Typing Speed
- QA Testing & Quality Control
- Data Analytics & Management
- Record Keeping
- Account Management & Reconciliation
- Project Management
- Order Processing
- Scheduling
- Written Communication
- Customer Relationship Management (CRM)
- Rapid Improvement Events (RIE)
- Policies and Procedures Adherence
- Time Management Abilities
- Hierarchical & Short Form SOP Creation
- De-Escalation Techniques
- Team Collaboration, Building & Training
Accomplishments
- Taken a 6hr Fred Pryor Seminars course on "How to Deliver Exceptional Customer Service".
- Helped facilitate & build a Sharepoint website for internal use within Denver Water.
- Received multiple "Spot Awards", while at Denver Water for outstanding work related achievements.
References
References available upon request.
Timeline
Business Support Representative
DENVER WATER
07.2022 - Current
Call Center Representative
DENVER WATER
08.2020 - 07.2022
Logistics Technician
PRECISION GAGE INC
01.2020 - 08.2020
Sales Coordinator
ASPEN ROOFING AND EXTERIORS
10.2019 - 01.2020
High School Diploma -
Horizon High School
Associate of Arts - Graphic Design
Community College of Denver