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Andrea Cooley
Customer Operations Specialist
Austin,TX
Work Preference
Summary
Operations specialist with expertise in high-pressure interactions and technical troubleshooting. Achieved a 4.9-star rating through execution of over 10,000 rides, utilizing local geography for optimal routing. Proficient in CRM management and root cause analysis, enhancing service delivery and operational workflows.
Overview
15
15
years of professional experience
Work History
Rideshare Independent Contractor
Uber / Lyft
Austin, TX
03.2017 - 08.2025
- Executed 10,000+ trips, validating real-time geospatial data and optimizing routes for operational efficiency.
- Managed high-pressure interactions with patience and resilience, maintaining a 4.9-star rating through effective conflict resolution and strong local geography knowledge.
- Operated with full autonomy, managing financial records, logistics, and troubleshooting to ensure seamless service delivery.
YouTube TV Monitoring Specialist
Tata Consultancy Services
Austin, TX
11.2018 - 04.2022
- Conducted technical QA and root cause analysis for 100+ live video feeds, ensuring 100% uptime for global content via Agile workflows.
- Facilitated communication between teams by translating technical feed failures into actionable reports for engineering teams.
- Exceeded SLA targets for ticket response and resolution in a high-volume remote environment.
Senior Technical Support Representative (SME)
Harte Hanks
Austin, TX
02.2014 - 06.2018
- Provided tier-2 troubleshooting and bug testing, documented complex technical workflows within Salesforce to enhance resolution efficiency.
- Served as Subject Matter Expert (SME), mentored new hires on empathetic listening and technical ticket lifecycle to ensure effective onboarding.
Sales Representative
Invenio Marketing Solutions
Austin, TX
01.2014 - 02.2014
- Achieved 10% sales increase through networking and promotional strategies, consistently exceeding sales quotas.
- Managed 50+ calls using cold and warm outreach techniques to develop robust business pipeline.
- Improved Salesforce CRM utility by optimizing workflows to enhance data hygiene and ensure 100% lead tracking accuracy.
Business Development (Lead Generation)
Rainmaker Systems Inc.
Austin, TX
04.2005 - 09.2010
- Generated high-quality leads through cold calling to implement Microsoft Software Platforms, contributing to increased revenue and fewer payroll errors for HR departments.
- Served as primary point of contact for high-level decision-makers, including Director of HR, CFO, CTO, IT Manager, and IT department to facilitate decision-making.
- Addressed customer objections with a technical analytical style to advance procurement cycles.
Education
Certificate of Completion - AAPC Medical Coding
Allied Business Schools, Inc.
Remote05-2014
Coursework - Business Administration and Technical Communication
Huston-Tillotson University
Austin, TX05-2001
Coursework - Business Administration and Technical Communication
Ranger College
Ranger, TX05-1998
Skills
- Route optimization management
- GIS and navigational data validation
- Technical troubleshooting
- Root cause analysis
- CRM management (Salesforce, Zendesk)
- Data integrity
- Microsoft software platforms
- Operational workflow efficiency
- Digital collaboration tools
- Autonomy and self-motivation
- Conflict resolution
- Objection handling
- Empathetic communication
- Active listening
- Subject matter expert
- Adaptability
Timeline
YouTube TV Monitoring Specialist
Tata Consultancy Services
11.2018 - 04.2022
Rideshare Independent Contractor
Uber / Lyft
03.2017 - 08.2025
Senior Technical Support Representative (SME)
Harte Hanks
02.2014 - 06.2018
Sales Representative
Invenio Marketing Solutions
01.2014 - 02.2014
Business Development (Lead Generation)
Rainmaker Systems Inc.
04.2005 - 09.2010
Certificate of Completion - AAPC Medical Coding
Allied Business Schools, Inc.
Coursework - Business Administration and Technical Communication
Huston-Tillotson University
Coursework - Business Administration and Technical Communication
Ranger College