Andra Lewis
Stone Mountain,GA
Summary
Proven customer service expert with a track record of enhancing customer satisfaction at Macy’s through effective resolution and attention to detail. Skilled in account management and complaint handling, demonstrating integrity and teamwork. Excelled in maintaining over 2,000 client accounts at Clark, Mascaro, and Aziz PC, showcasing exceptional documentation skills and customer focus.
Overview
21
21
years of professional experience
Work History
Area Customer Service Coordinator
Ricoh USA
01.2021 - Current
- Support daily operations for contracted services at customers accounts within the metro Atlanta region
- Assist MS leadership at various customer’s locations to provide a wide range of duties
- Communicate effectively and respond to customer’s emails and calls
- Inspect site procedure guide for accuracy and compliance
- Perform daily inspection of site services
- Escalating customers issues to ESM/AOM to support a resolution
Front Desk Clerk
UPS
02.2021 - 06.2021
- Greeted customers
- Shipped packages foreign and domestic
- Faxed and scanned documents for customers
- Sold merchandise (stamps, envelopes, boxes, PO Boxes, etc)
Mail Clerk
Randstad at State Farm
03.2016 - 02.2018
- Maintained files and documents organized for imaging processing
- Worked with both paper documents and electronic files
- Located and removed requested files for disposal
- Sorted mail to process into imaging
- Pulled requested documents for review for various departments daily
- Adherd to Vault destruction by appropriate time daily
- Trained others with departmental procedures policies and adhering to vault procedures
Customer Care Champion Representative
Macy’s
10.2014 - 03.2016
- Primary contact for FBCS/MCCS on resolution of escalated customer concerns to ensure a high level of customer service
- Increased customer satisfaction through collaboration with FBCS/MCCS and reach an effective resolution
- Partnered with Delivery Team to resolve Q-Fails, review issues, contact customers, and rescheduled deliveries
- Escalated customer issues immediately and to the highest level
- Owned follow up and resolution on all methods of customer communication including Presidential alerts, TL emails, Backline emails, Madelia comments
- Worked across the organization, to ensure that the Customer’s Voice was not only listened to but understood
- Excellent Attention to details
- Worked harmoniously and effectively with others as part of the team
Client Service Representative
Clark, Mascaro and Aziz PC
11.2003 - 02.2014
- Maintained and updated clients via internet on individual case status
- Communicated with case managers, attorneys as well as clients to update and request needed documents to proceed in the collections or litigation process
- Requested information from hospital via email and Epic notation screen
- Cultivated and maintained relationship with accounts
- Adhered to and enforce various processes and procedural guidelines
- Coordinated monthly status of over 2000 accounts
- Ensured customer information is up to date in a timely manner
- Demonstrated an ability to uphold our corporate values: Integrity, Quality Service, Teamwork, and Diversity
- Provided excellent verbal and written communication skills
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
Education
Massey Business College - Business/Executive Administration
Massey Business College
Atlanta GASkills
- Account Management
- Documentation skills
- Complaint Handling
- Customer Focus
- Customer service excellence
Timeline
Front Desk Clerk
UPS
02.2021 - 06.2021
Area Customer Service Coordinator
Ricoh USA
01.2021 - Current
Mail Clerk
Randstad at State Farm
03.2016 - 02.2018
Customer Care Champion Representative
Macy’s
10.2014 - 03.2016
Client Service Representative
Clark, Mascaro and Aziz PC
11.2003 - 02.2014
Massey Business College - Business/Executive Administration
Massey Business College