Andrea Fleming
TX
Summary
Experienced Customer Service Supervisor/Manager with over 20 years of expertise in the customer service realm. Proven track record of successfully leading and motivating teams to deliver exceptional customer experiences. Skilled at implementing strategies to enhance customer satisfaction, improve operational efficiency, and drive revenue growth. Strong communication and problem-solving skills, combined with a passion for delivering top-notch service, contribute to consistently exceeding customer expectations.
Overview
10
10
years of professional experience
Work History
NA Parts Sales Support Specialist
Lennox International
11.2023 - Current
- Assisted customers with sales needs such as inventory and shipping questions.
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Prepared and presented sales reports and customer profiles to upper management.
- Assisted in the development of custom solutions for clients'' unique needs through active participation in brainstorming sessions with the sales team.
- Developed working knowledge of CRM to effectively track sales leads and activities.
Member Services Supervisor
Adroit Health Group
09.2020 - Current
- Supervised as many as 40 employees
- Approve time cards on a bi-weekly basis
- Approve PTO requests
- Evaluate employee performance
- Provide one on one time for coaching each employee
- Create Learning Support Plans
- Handle escalation calls
- Approve and process refunds
- Interview potential employees
- Assist training department with new hires
Customer Service Representative
Massoud Furniture
05.2020 - 09.2020
- Assisted approximately 15-20 customers daily with product questions
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
Customer Service Team Lead
Safety Kleen
03.2017 - 01.2020
- Led four teams consisting of 60+ employees using various types of equipment, maintaining safety and cultivating a productive atmosphere
- Supervising activities to drive productivity and efficiency
- Monitored employee performance and conducted retraining to correct problems
- Assessed, motivated and empowered team members to perform in a manner that builds customer satisfaction and loyalty, leading to retention and growth
- Evaluated employee performance, identified areas of improvement and communicated plans to employees
- Coordinated with internal departments to maximize operational efficiency across production and administrative areas
- Documented daily production levels, materials used and special incidents to keep management informed of all activities
- Fostered positive employee relationships through effective communication, training and development coaching
Lead Cashier
Randall Reed's Prestige Ford
10.2015 - 03.2017
- Assisted with purchases, locating items and signing up for rewards programs
- Trained new employees in cashiering procedures
- Resolved escalated issues
- Responsible for daily deposit
- Collected from overdue accounts
Account Manager
Titus
07.2014 - 01.2015
- Developed relationships with inside and outside customers to provide individualized customer service to maintain longevity of accounts
- Reached out to accounts measuring satisfaction and increased revenue
- Connected with current customers to determine needs and offer new services
- Took daily inbound calls and key-entered orders, faxes, backorders and credit memos for assigned accounts
- Resolved issues quickly and professionally to retain over 85% of clients
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals
- Deescalated customer issues and concerns with prompt follow through
- Managed 50-60 client accounts
Education
High School Diploma -
Garland High School
Garland, TX05-1997
Skills
- Administrative
- Customer service
- Clerical support
- Typing
- Quality assurance controls
- Adaptive team player
- Call center
- Account management
- Conflict management
- Order entry
- Employee management
- CRM software proficiency
- Customer Needs Assessment
- Customer Relationship Management
- Complaint resolution
- Cash Handling
- Processing payments
- Problem-Solving
- Teamwork and Collaboration
Timeline
NA Parts Sales Support Specialist
Lennox International
11.2023 - Current
Member Services Supervisor
Adroit Health Group
09.2020 - Current
Customer Service Representative
Massoud Furniture
05.2020 - 09.2020
Customer Service Team Lead
Safety Kleen
03.2017 - 01.2020
Lead Cashier
Randall Reed's Prestige Ford
10.2015 - 03.2017
Account Manager
Titus
07.2014 - 01.2015
High School Diploma -
Garland High School
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