Andrea Aiello
Pittsburgh,PA
Summary
Detail-oriented customer service specialist with over 10 years of experience delivering exceptional client support and building strong customer relationships. Skilled in confidentiality, identity verification, problem resolution and phone-based customer assistance. Recognized for accurate call handling, addressing access and account concerns in a safe and efficient manner, and providing courteous, solution-focused service. Committed to creating meaningful customer experiences through clear communication, empathy, and professionalism, with the belief that every interaction has the power to make a positive impact.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Customer Service Specialist Lead
PNC Bank
Remote
05.2025 - Current
- Maintain a high level of attention to detail when handling confidential information, authentication procedures, and account-access requests.
- Verify client identity and account information in accordance with established security and authentication procedures.
- Restored access to corporate online banking for clients unable to resolve access issues independently or through designated company contacts, ensuring timely service.
- Handle sensitive financial and client information while maintaining strict confidentiality and adherence to data security processes.
- Provided phone support to troubleshoot PINACLE online banking access issues, identified causes of account restrictions, and determined effective solutions.
- Guided clients through account-access and security procedures while balancing efficient service with necessary security controls and verification standards.
Lead Scheduling Coordinator
Sepic Orthodontics
06.2022 - Current
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Handled high call volume while ensuring courteous and professional interactions.
- Partnered with team members to develop strategies that enhanced customer experience.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Actively participated in team meetings and professional development workshops, while continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Confirmed appointments, communicated with clients, and updated client records.
- Developed rapport with customers, fostering long-term relationships and repeat business.
Orthodontic Technician
Sepic Orthodontics
03.2020 - 06.2022
- Assisted orthodontists with complex cases, enabling timely and effective patient treatments.
- Managed emergency situations calmly, delivering immediate care and facilitating timely escalation to an orthodontist.
- Fostered strong relationships with patients, contributing to a high rate of referrals from satisfied clients.
- Stayed current with industry advancements through ongoing professional development courses and workshops.
- Provided backup support for dental professionals, enhancing overall team effectiveness.
Education
License - Cosmetology
South Hills Beauty Academy
Pittsburgh, PA05-2019
High School Diploma -
Bethel Park High School
Bethel Park, PA05-2018
Skills
- Confidential Data handling
- Problem resolution
- Detail Oriented
- Phone Etiquette
- Verbal Communication
- Collaboration and Teamwork
- Relationship building
- Empathy and Active Listening
- Multi-task management
Certification
- Dental Assisting National Board - Radiation Health & Safety (1205628) - Present
Cosmetology License (CO302590) - Present
Timeline
Customer Service Specialist Lead
PNC Bank
05.2025 - Current
Lead Scheduling Coordinator
Sepic Orthodontics
06.2022 - Current
Orthodontic Technician
Sepic Orthodontics
03.2020 - 06.2022
License - Cosmetology
South Hills Beauty Academy
High School Diploma -
Bethel Park High School