Andréa Bridges
Oklahoma City,OK
Summary
A recent graduate who is highly motivated and seeking a remote position. Driven by a genuine commitment to helping others. Background includes military service leading a tech support team of 15, along with experience as a training manager in education and as a credit analyst in finance. Skills encompass risk management, emergency assistance, and telecommunications, with a proven ability to enhance team performance and bridge knowledge gaps. Quick learner dedicated to professional growth and contributing to organizational success. If you have any questions, or wish to schedule an interview, please contact me at your convenience. Thank you for taking the time to review my resume!
Overview
16
16
years of professional experience
Work History
Virtual Customer Assistant
Consumer Cellular
01.2024 - Current
- Educates customers through extensive product knowledge, enhancing overall experience.
- Resolves 50+ customer inquiries daily, achieving 99% satisfaction rate through effective solutions.
- Handles diverse customer inquiries, including billing, sales, and complex troubleshooting.
- Coordinates with multiple vendors and internal departments to port over 10 lines monthly, ensuring smooth transitions.
Roadside Assistance Counselor
AAA Club Alliance
03.2023 - 09.2023
- Managed 40 to 60 incoming calls daily from members seeking emergency assistance or updates on requests.
- Utilized advanced online mapping tools to identify member needs and establish tow destinations efficiently.
- Maintained awareness of AAA programs, products, and discounts to enhance member experiences based on circumstances.
- Listened actively to uncover situations requiring special attention and prioritized services accordingly.
Credit Card Specialist
U.S. Bank
06.2021 - 01.2023
- Resolved over 40 incoming calls per hour, addressing diverse customer needs.
- Collaborated with multiple departments to manage fraud and dispute issues effectively.
- Maintained high service satisfaction by following up on client inquiries and ensuring account security.
- Identified trends in customer feedback, triaged issues, and escalated critical matters for resolution.
Resource Advisor
US Air Force
08.2020 - 06.2021
- Advised leadership on optimal finance allocation for quarterly and annual budgets.
- Prepared and submitted monthly budget estimates, progress reports, and cost-tracking reports.
- Monitored funds to analyze trends and developed alternatives to mitigate negative impacts.
- Identified suspicious transactions and behaviors to prevent fraud effectively.
- Created requisitions, resolved contract issues, communicated with vendors, and balanced invoices efficiently.
- Recommended fund requests from section managers to align operations with overall budgets.
- Managed travel accounts, expedited travel vouchers, and arranged payment plans to prevent delinquencies.
Unit Training Manager
US Air Force
07.2018 - 08.2020
- Managed training programs for over 100 employees, aligning with company objectives.
- Created and implemented needs assessments to evaluate training effectiveness.
- Developed training strategies that adapted to changing demands, achieving a 100% pass rate.
- Coordinated apprenticeship programs to prepare employees for high-demand technical roles.
- Scheduled core progression testing and presented results and recommendations to leadership monthly.
Assistant Customer Support Manager
US Air Force
05.2014 - 07.2018
- Led a team of 30 in operating and configuring information systems and software support.
- Investigated and tracked critical network and telephone outages affecting users.
- Managed work order queue by dispatching telephone trouble tickets efficiently.
- Analyzed and diagnosed hardware and software failures to mitigate device vulnerabilities.
- Mediated escalated concerns regarding customer interactions and business processes.
- Reviewed technical compliance tasking orders while tracing trends for operational improvements.
- Established effective staff schedules and delegated assignments to meet service demands.
- Enhanced customer service team performance through comprehensive training and monitoring.
Client Systems Technician
US Air Force
03.2009 - 05.2014
- Delivered system administration and technical support for two networks serving 8,500 users.
- Processed 1,200 trouble tickets, achieving average resolution within one day or less.
- Mitigated security vulnerabilities, reducing system downtime significantly.
- Led migration of base printer virtual local area network across 11 buildings in under one week.
- Upgraded 160 systems and extracted 845 user profiles efficiently.
Education
BA - Organizational Management
University of Arizona
08-2024
AS - Information Systems Technology
Community College of the Air Force
01.2014
Skills
- Problem-solving abilities
- Effective communication
- Training development
- Team collaboration
- Time management
- Attention to detail
- Technical support
- Self-motivation
- Adaptability
- Multitasking
- Reliability
- MS office
Accomplishments
• 4x Volunteer of the Quarter in 2010-2012
• Volunteer of the Year in 2011
• Airman of the 1st Quarter in 2010/2012
• Unit/Group NCO of the 4th Quarter of 2014
• Airman Leadership School Commandant Award
• (2) Air Force Achievement Medal
• Air Force Commendation Medal
• (4) Good Conduct Medal
• Honorable USAF retiree
• Consumer Cellular Shining Star of Jan 2024 Training Class
• Member of UAGC SALUTE Veterans National Honor Society
Timeline
Virtual Customer Assistant
Consumer Cellular
01.2024 - Current
Roadside Assistance Counselor
AAA Club Alliance
03.2023 - 09.2023
Credit Card Specialist
U.S. Bank
06.2021 - 01.2023
Resource Advisor
US Air Force
08.2020 - 06.2021
Unit Training Manager
US Air Force
07.2018 - 08.2020
Assistant Customer Support Manager
US Air Force
05.2014 - 07.2018
Client Systems Technician
US Air Force
03.2009 - 05.2014
BA - Organizational Management
University of Arizona
AS - Information Systems Technology
Community College of the Air Force