Andrea Byrd
Orlando,FL
Summary
I am an experienced and dependable worker with tons of Customer Service experience (7+ years). Seeking the opportunity to expand my communication, coordination skills, and broaden my career within your company. I am very precise, punctual with balancing job duties and unexpected situations, adapts to changes quickly, as well I'm an awesome team player. My leadership, principals, and morals has played a vital role in helping provide a great customer experience. Roles that have helped me succeed and build lifelong relationships.
Overview
11
11
years of professional experience
Work History
Wise Core Representative
Performance Dynamics Group
Orlando, FL
10.2023 - Current
- Connect people with solutions that helps them reach their financial goals through a consultative conversation via the phone.
- Takes ownership of customer requests by navigating through the nuances of their situations
- Actively listens to understand the underlying needs of a participant's request
- Understands the suite of products and services available across multiple channels (digital, face to face, high net worth, etc.) and position appropriate solutions based upon the customer’s needs
Universal Representative
Insight Credit Union
Winter Springs, FL
06.2023 - 09.2023
- Consistently produced a high volume of sales production while servicing both on the teller line and platform
- Received and processed/posts member/nonmembers financial transactions, including deposits, withdrawals, and loan payments; sold money orders and gift cards to members; transferred amounts from member accounts as directed
- Balances cash drawer and daily transactions to include start of day and end of day reports
- Assured that appropriate records were maintained
- Delivered exceptional member service by ensuring timely responses to member and visitor requests
- Initiated a warm and welcoming environment from the moment they entered the branch
- Assessed requests using consultative and needs-based discussions to determine the best servicing channel, service, and or products
- Assisted management by ensuring that appropriate records were maintained and required reports were prepared, including but not limited to Check Hold Audits, Teller Cash Drawer Audits and Retention Records
- Assisted in maintaining cash over & short log and reports out of balance conditions according to procedure under the supervision of management.
New Owners Advocate
Westgate Resorts
Orlando, FL
01.2022 - 03.2023
- Provided quality, friendly, and courteous Customer Service to external and internal customers
- Attempted to save packages for guests requesting to cancel, educating them on benefits and explains the pros of being a timeshare owner
- Isolated problems and attempts to resolve them before taking them to a Closing Officer
- Offered upgrades, extra nights, car rentals, and travel protection (Typed reports, opened cases, emailed multiple departments).
Customer Service
Kelly Services
Orlando, FL
02.2021 - 01.2022
- Prepared, scanned, and quality-checked documents as well images converted into electronic digital format in a high-volume environment
- Prepared files for scanning by removing tape, staples, and wrinkles
- Classified documents into correct groups by client
- Met production quotas consistently and maintained accurate records of document scanning in ARC data base.
Phone Banker 3
Wells Fargo
Columbia, SC
02.2015 - 07.2019
- Navigated multiple computer systems, applications, and search tools to review and input client information
- Verified and sorted customer information for authentication purposes as well for speedy resolutions
- Answered team members concerns through instant message que
- Offered products and services to meet customers ongoing needs
- Shadowed fellow team member answering their questions to help customers concerns or request
- Maintained 93% scheduled adherence
- Maintained excel Quality Assurance scores
- Guided owners/team members step by step through Wells Fargo online tools.
Onstar Subscriber
Convergys
Charlotte, NC
12.2012 - 01.2015
- Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures
- Listened attentively to customer needs and concerns; demonstrated empathy while maximizing opportunities to build rapport with the customer
- Maintained basic knowledge of client products and or services
- Offered hands free calling minutes to promote safe driving
- Different priced packages
- Searched and sent GPS routes directly to customers vehicles based on their needs or request.
Education
Degree Pending (financial hardship) - Culinary
Art Institute Of Charlotte
09.2014
High School Diploma -
Fairfield Central High School
07.2012
Skills
- Customer Support
- Needs Analysis
- Technical Troubleshooting
- Performance Improvement
- Account Servicing
- Client Relationship Building
- Customer Relations
- Client Services
- Performance Tracking
- Active Listening
- Compensation Structuring
- Professionalism
- Compliance Reporting
- Problem-Solving
- Multitasking
- Attention to Detail
- Excellent Communication
- Decision-Making
- Adaptability and Flexibility
- Task Prioritization
- Problem-Solving Abilities
- Time Management Abilities
- Relationship Building
Awards
- Star Nominee
- Toastmasters Certified (2018 Wells Fargo)
- Promoted Phone Banker 1 to Phone Banker 3 with a year
Timeline
Wise Core Representative
Performance Dynamics Group
10.2023 - Current
Universal Representative
Insight Credit Union
06.2023 - 09.2023
New Owners Advocate
Westgate Resorts
01.2022 - 03.2023
Customer Service
Kelly Services
02.2021 - 01.2022
Phone Banker 3
Wells Fargo
02.2015 - 07.2019
Onstar Subscriber
Convergys
12.2012 - 01.2015
Degree Pending (financial hardship) - Culinary
Art Institute Of Charlotte
High School Diploma -
Fairfield Central High School
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