Andre Miller
Middle River,MD
Summary
Proficient Risk Operations Analyst with experience handling and resolving critical problems using research abilities. Strong analytical, organizational and planning abilities. Consistently works with minimum supervision. Independent and self-directed.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Under Armour
10.2022 - Current
- Trained new personnel regarding company operations, policies and services.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Supervised large teams with guidance, support and direction for high-quality customer care.
Risk Quality Analyst
Stripe
04.2021 - 06.2022
- Participated in calibration sessions with stakeholders to promote consistent alignment on policies and processes.
- Spearheaded process improvements to improve adherence to quality standards.
- Identified quality trends to investigate system flaws, process inefficiencies and training needs.
Risk Quality Analyst
Helm
11.2019 - 04.2021
- Investigated performance to maintain employee adherence to quality and safety policies.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Monitored KPIs to proactively address bottlenecks and quality issues.
Team Lead
PayPal
11.2015 - 06.2019
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Held weekly team meetings to inform team members on company news and updates.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Education
Some College (No Degree) - History
Anne Arundel Community College
Arnold, MDHigh School Diploma -
Glen Burnie High School
Glen Burnie, MD06.2009
Skills
- Senior Leadership Support
- Data Visualization and Presentations
- Customer Care
- Clear and Concise Communication
- Pivot Tables
- Risk Assessment
- SQL Understanding
- SOP Development
- Report Creation
- Sampling
- Data Analysis
Timeline
Customer Service Representative
Under Armour
10.2022 - Current
Risk Quality Analyst
Stripe
04.2021 - 06.2022
Risk Quality Analyst
Helm
11.2019 - 04.2021
Team Lead
PayPal
11.2015 - 06.2019
Some College (No Degree) - History
Anne Arundel Community College
High School Diploma -
Glen Burnie High School