Andrea Fernandez
Dallas,TX
Summary
Energetic Customer Service Representative with 4 years of experience resolving complex customer inquiries. Team Lead for 2 years for 30 Sta members. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.
Overview
4
4
years of professional experience
Work History
Tech Support
ADT Security Services
Irving, TX
04.2021 - 05.2022
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware, devices and software to set up work stations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Customer Service Representative
Telvista
Dallas, TX
07.2018 - 03.2019
- Answered an average of 20 calls per day from unsatisfied customers related to delays in shipment, order mistakes, and lost orders
- Proposed more eicient call script to reduce average customer handling time, which was well-received and implemented by management
- Track trends in customer feedback and collaborate with management to determine the root cause of issues
- Trained and mentored 3 new employees on conflict resolution, JIRA, and Zendesk CRM
Customer Service Representative
Secures Technologies
Dallas, TX
07.2017 - 01.2018
Warehouse Worker
HOBI International, Inc
Dallas, TX
10.2015 - 05.2017
- Inputted all inventory information into Excel
- Dispose of any damaged material and immediately report to warehouse manager
- Ensure all orders are entered accurately into computer systems so low stock levels can be quickly rectified
- Receive shipments, unloading and sorting according to product type and scanning all bar codes into system before stocking
Education
ResCare Academy
Medical Assistant Degree - undefined
PCI Health Training Center
06.2002
GED -
GED Testing Center
Dallas, TX06.1996
Skills
- Communication
- Time Management
- Organizational Skills
- Data Entry
- Resolving Problems and Incidents
- Troubleshooting Network Issues
Timeline
Tech Support
ADT Security Services
04.2021 - 05.2022
Customer Service Representative
Telvista
07.2018 - 03.2019
Customer Service Representative
Secures Technologies
07.2017 - 01.2018
Warehouse Worker
HOBI International, Inc
10.2015 - 05.2017
ResCare Academy
Medical Assistant Degree - undefined
PCI Health Training Center
GED -
GED Testing Center
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