Andrea Hendrix
Atlanta,GA
Summary
Customer service professional with reputation for high standards and delivering results. Extensive experience in managing customer interactions and resolving issues promptly. Known for excellent team collaboration and adaptability to changing demands, with strong communication and interpersonal skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
CSR 1
Dekalb Public Health
09.2024 - 04.2025
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Cross-trained and backed up other customer service managers.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Identified and resolved discrepancies and errors in customer accounts.
Lead Clerk
United States Post Office
10.2019 - 12.2024
- Mentored junior clerks, providing guidance on best practices and improving overall team performance.
- Improved customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Managed inventory control for office supplies, reducing costs and ensuring availability of necessary items.
- Assisted with budget preparation and expense tracking, helping the department maintain fiscal responsibility.
- Conducted regular audits of physical inventory levels to identify discrepancies and make necessary adjustments.
Supervisor/Team Leader
Walmart/Sams Stores/Distribution
06.2013 - 07.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
Unarmed Security Guard
Metro One (LPSG)
09.2022 - 01.2024
- Completed full building and grounds patrols to spot and investigate concerns.
- Assisted visitors and customers to provide directions, answer questions and meet requests.
- Verified each individual's right to enter restricted areas and denied access to unauthorized persons.
- Improved overall safety by enforcing company policies and regulations among employees and visitors alike.
- Monitored surveillance cameras to identify suspicious activity and prevent possible crime.
Front Line Production Manager
Delta/ Gate Gourmet
12.2010 - 11.2016
- Resolved issues quickly to maintain productivity goals.
- Managed multiple projects concurrently, ensuring timely completion and meeting budget constraints.
- Increased overall productivity by identifying bottlenecks in the production process and proposing effective solutions.
- Oversaw quality control efforts, maintaining strict adherence to industry standards and regulatory requirements while achieving high levels of customer satisfaction.
- Managed continuous improvement initiatives to drive gains in quality, flow, and output.
- Fostered a culture of continuous improvement by encouraging open communication between team members and regularly soliciting feedback on operational procedures.
Education
Bachelor of Science - Business Administration And Management
Southern New Hampshire University
Hooksett, NH06-2028
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Administrative support
- Account management
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
Patient Care Technician(PCT) Culinary Arts Certificate
Languages
Spanish
Limited Working
Timeline
CSR 1
Dekalb Public Health
09.2024 - 04.2025
Unarmed Security Guard
Metro One (LPSG)
09.2022 - 01.2024
Lead Clerk
United States Post Office
10.2019 - 12.2024
Supervisor/Team Leader
Walmart/Sams Stores/Distribution
06.2013 - 07.2024
Front Line Production Manager
Delta/ Gate Gourmet
12.2010 - 11.2016
Bachelor of Science - Business Administration And Management
Southern New Hampshire University
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