ANDREA ANDERSON JR
Warner Robins,GA
Summary
Customer-focused CRM and Salesforce professional with 7+ years of experience in sales, client engagement, and loyalty program operations. Currently supporting GM Rewards at General Motors, leveraging Salesforce CRM and loyalty management systems to manage customer accounts, document cases, and optimize workflows.
Skilled in maintaining data integrity, tracking KPIs, resolving complex account issues, and supporting revenue retention strategies. Known for bridging customer experience with system-driven processes, improving operational efficiency, and contributing to team success.
Passionate about transitioning into Salesforce Admin or CRM/Revenue Operations roles where I can manage CRM systems, streamline workflows, and support data-driven business decisions. Proven ability to thrive in fast-paced, metrics-driven environments and deliver measurable results.
Overview
8
8
years of professional experience
Work History
Salesforce CRM Customer Operations Specialist
General Motors, GM
Warren, MI
07.2025 - Current
- Administer and manage customer accounts within Salesforce CRM and loyalty management systems, ensuring accurate data entry, updates, and case documentation.
- Track and resolve high-volume customer inquiries related to loyalty program enrollment, points accrual, redemption, and tier status, maintaining full compliance with program rules and privacy standards.
- Analyze account data to identify discrepancies, trends, and opportunities for process improvement, supporting operational efficiency and revenue optimization initiatives.
- Collaborate with cross-functional teams to escalate and resolve complex system or account-level issues, ensuring seamless workflows and customer satisfaction.
- Leverage CRM tools to prioritize cases, monitor workflows, and maintain SLA compliance, driving improved KPIs including case resolution time, accuracy, and CSAT.
- Contribute to the development of standard operating procedures (SOPs) and workflow documentation for CRM and loyalty systems.
- Support revenue retention and growth strategies by educating members on program benefits, promotions, and engagement opportunities.
- Utilize reporting and dashboard tools to generate insights for operational and revenue-focused decision-making.
CONTRACTOR SPECIALIST
Gamma Medical
Atlanta, GA
09.2023 - 11.2023
- Optimized resource allocation by efficiently scheduling manpower and materials across various projects.
- Increased project efficiency by streamlining communication between contractors and clients.
- Improved client relationships through consistent communication updates regarding project status and potential obstacles.
- Developed comprehensive project plans with clearly defined goals and timelines for successful completion.
- Trained new team members on company procedures, increasing overall productivity levels.
SERVICE AND SUPPORT
US Imaging
Atlanta, GA
02.2018 - 09.2022
- Service, support and distribution for pre-owned and refurbished medical equipment.
- Consumer Sales and Support Retail services 2015
Education
Associate Of Applied Science - Healthcare Management
Chattahoochee Technical College
Marietta, GA01-2024
State of Georgia Certification - Healthcare Science
Chattahoochee Technical College
Marietta, GA05-2023
Skills
CRM & Systems: Salesforce CRM (working knowledge) CRM Administration Loyalty Program Management Case Management & Ticketing Workflow Configuration & Optimization Dashboard & Reporting
Data & Analytics: Data Integrity & Accuracy KPI Monitoring & Metrics Reporting Trend Analysis & Process Improvement
Customer & Business Operations: Customer Lifecycle Management Account Resolution & Issue Escalation Client Engagement & Retention Cross-Functional Collaboration SOP Documentation
Sales / Revenue Ops: Revenue Optimization Support Program Enrollment & Incentives Management
Timeline
Salesforce CRM Customer Operations Specialist
General Motors, GM
07.2025 - Current
CONTRACTOR SPECIALIST
Gamma Medical
09.2023 - 11.2023
SERVICE AND SUPPORT
US Imaging
02.2018 - 09.2022
State of Georgia Certification - Healthcare Science
Chattahoochee Technical College
Associate Of Applied Science - Healthcare Management
Chattahoochee Technical College