ANDREA DACEY
Avon Lake,Ohio
Summary
Dedicated Customer Service Representative with extensive industry experience and a strong track record in client rapport building. Recognized for a positive attitude and the ability to enhance customer satisfaction, contributing to overall company success. Skills include strong communication, problem-solving, and relationship management, all aimed at delivering world-class service.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
DFAS - Defense Finance And Accounting Department
Cleveland, Ohio
05.2019 - Current
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Explain clearly, accurately and concisely to customers in layman's terms the outcome of research, decisions, options, and timeframes required to resolve an inquiry.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints or comments as well as actions taken.
- Answer constant flow of customer calls with minimal wait times, providing exceptional customer service.
- Resolve member complaints with empathy and understanding.
- Adhere to strict scripting throughout calls as well as security and validation protocols.
- Answer website emails and assist with walk-throughs on our website.
Client Service Representative, Receptionist, Account Representative
Hyatt Legal Plans, Inc
Cleveland, Ohio
07.2002 - 04.2012
- Trained, mentored and facilitated onboarding of new employees ensuring continuation of quality customer service.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns or challenges.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Scheduled and confirmed appointments and meetings for senior management team.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
Education
High School Diploma -
Lorain County Community College
Elyria, Ohio 1986-1988, USASkills
- 50 WPM typing speed
- Accurate and detailed
- Filing and data archiving
- Employee training and development
- Creative problem solver
- Proficient with fax, scan, print and copy machines
- MS Windows, Outlook, AS/400, Excel, Lotus Notes, Microsoft Office Suite proficient
- Exceptional communication skills
- Database management
- Multi-line phone proficiency
- Quality assurance controls
- De-escalation techniques
Accomplishments
Employee of the month out of over 200 Call Center Representatives
Helped my company create a user-friendly add on to our website
Chosen to train and mentor new employees and co-workers
Received and continue to receive many commendations and awards for outstanding customer service
Timeline
Customer Service Representative
DFAS - Defense Finance And Accounting Department
05.2019 - Current
Client Service Representative, Receptionist, Account Representative
Hyatt Legal Plans, Inc
07.2002 - 04.2012
High School Diploma -
Lorain County Community College