Andrea C. Stephens
Detroit,MI
Summary
Highly motivated and customer-focused professional with over 6 years of experience delivering exceptional support and service. Skilled in managing inquiries, resolving issues efficiently, and ensuring satisfaction across diverse audiences. Strong communication and interpersonal abilities, with a proven track record of building positive relationships and contributing to team success. Experienced in using CRM systems and maintaining accurate records to enhance service delivery. Committed to excellence, organization, and supporting operational goals.
Overview
10
10
years of professional experience
Work History
Customer Care & IT Support Specialist
Detroit Public Schools Community District
07.2019 - Current
- Responding to customer inquiries and troubleshooting technical problems via phone, email, or messaging platforms.
- Diagnosing issues and providing necessary support to resolve them.
- Offering user instructions on software usage and problem-solving.
- Tested computer components to ensure optimal system performance.
- Identifying and evaluating options to achieve system objectives.
- Maintaining client confidence by safeguarding their information.
- Reviewing proposed changes and making recommendations to improve existing programs.
- Contributed to the company website by sharing tech tips and creating brief documents.
- Ensuring that reference materials are available for users by drafting operation instructions.
- Respond to parents’ general inquiries, complaints, and escalations.
- Respond to Student Records inquiries, providing customers with a status update, and managing escalations.
- Respond to enrollment inquiries, address concerns, and manage escalations.
- Providing level 1 support to various district departments
- Knowledgeable in the following applications: PeopleSoft HR Payroll, Frontline, Cherwell, Microsoft Office 365 Suite, PowerSchool, and Clever learning Platform.
Transportation Call Center Specialist
Detroit Public Schools Community District Consultant
08.2017 - 07.2019
- Respond to level 1 transportation inquiries.
- Contact the appropriate transportation vendor for the estimated time of arrival and late routes of buses or cabs to the students’ home or corner stop location.
- Look up and confirm students’ transportation eligibility and document all transportation inquiries in the Transportation Service Desk system.
- Documenting parent complaints.
- Performed follow-up calls as needed.
- Escalated level 2 tickets.
Customer Service Representative
Dialog Direct
03.2016 - 08.2017
- Respond to customer calls in a high call center environment.
- Concurrently processing requests and providing first-touch call resolution for all inquiries
- Actively cross-sell products and services to enhance the customer experience further.
- Exercise autonomy in determining the optimum method of management to ensure the best possible outcome for all involved.
- Navigating various healthcare billing systems
Education
Associate of Applied Science - Business Administration
DeVry University
01-2027
High School - undefined
University Preparatory Academy High School
06-2012
Skills
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Google Workspace (Docs, Sheets, Gmail, Calendar)
- CRM Systems (eg, Salesforce, PowerSchool)
- Operating system support
- Remote support
- IT asset management
- Help desk support
- Decision-making
- Data Entry & Record Management
- Email & Calendar Management
- Adobe Acrobat & PDF Tools
- Basic Troubleshooting & IT Support
Accomplishments
- Over 6 years of experience supporting daily operations, customer service, and administrative functions in fast-paced environments.
- Proven ability to manage schedules, coordinate meetings, and maintain organized records with attention to detail.
- Skilled in using Microsoft Office Suite, CRM systems, and other digital tools to streamline workflows and enhance productivity.
- Strong communication and interpersonal skills, with a track record of building positive relationships across teams and with clients.
- Demonstrated commitment to efficiency, professionalism, and contributing to organizational success
Timeline
Customer Care & IT Support Specialist
Detroit Public Schools Community District
07.2019 - Current
Transportation Call Center Specialist
Detroit Public Schools Community District Consultant
08.2017 - 07.2019
Customer Service Representative
Dialog Direct
03.2016 - 08.2017
High School - undefined
University Preparatory Academy High School
Associate of Applied Science - Business Administration
DeVry University