Andrea Boyd
Houston,TX
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Escalation Specialist/ Customer Service
Accenture
11.2021 - 05.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
Training Instructor
Accenture
10.2020 - 11.2021
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Coached junior training staff on correct procedures and optimization strategies.
- Maintained compliance with company standards, regulatory requirements and quality goals.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Tracked attendance and evaluated progress for assigned trainees.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Identified and recommended staff for key positions and departments.
Customer Service Representative
Centerpoint Energy
Houston, Texas
09.2015 - 03.2020
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked well in a team setting, providing support and guidance.
Customer Service Representative
Logix Communications
Houston, Texas
01.2012 - 09.2015
Education
Bachelor Of Arts In Mass Communication - Public Relations in Advertising
Texas Southern University
Houston, TX12.2011
Skills
- Productivity Standards
- Client Rapport-Building
- Training Junior Team Members
- Computer Hardware Knowledge
Timeline
Escalation Specialist/ Customer Service
Accenture
11.2021 - 05.2023
Training Instructor
Accenture
10.2020 - 11.2021
Customer Service Representative
Centerpoint Energy
09.2015 - 03.2020
Customer Service Representative
Logix Communications
01.2012 - 09.2015
Bachelor Of Arts In Mass Communication - Public Relations in Advertising
Texas Southern University