Summary
Overview
Work History
Education
Skills
Timeline
Andrea Hill

Andrea Hill

Customer solutions advocate
Marietta,GA

Summary

A high energy and results-driven customer service professional with over 4 years supervisory experience. Expertise includes:
A well proven track record in resolving and reducing customer complaints along with insuring all customer service level agreements are met.
Successfully created training materials and trained staff to maximize the benefits of documents and systems provided to help achieve excellent customer satisfaction levels.
Responsible for successful strategic initiatives to improve team productivity as well as team morale. A dedicated and understanding manager with the ability to obtain outstanding results in a challenging call center environment.
Skilled account management professional with proven track record in fostering client relationships, driving revenue growth, and managing complex accounts. Known for strong focus on team collaboration, adaptability, and delivering results. Expertise includes strategic planning, client communication, and problem-solving. Highly reliable and flexible in meeting changing business needs.

Overview

12
12
years of professional experience

Work History

Customer Solutions Account Manager

GreenSky
01.2022 - Current
  • Company Overview: FinTech company
  • Assisted customers with home improvement loan financing disputes
  • Working directly with major merchants to resolve disputes with defunct merchants and involving job completion, loan terms, refunds, company servicing and quality issues
  • Assisted customers with home improvement loan financing disputes
  • Working directly with major merchants to resolve disputes with defunct merchants and involving job completion, loan terms, refunds, company servicing and quality issues
  • Working directly with the consumer and the three major credit reporting agencies to ensure all credit information is being reported accurately according to the FCRA and making any necessary updates.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.

Customer Service Advocate

Verizon Wireless
11.2020 - 01.2022
  • Assisted customers with basic and complex billing issues
  • Processed orders for upgrades and additional lines on open accounts
  • Provided level 1 tech support
  • Assisted with activations as well as process payments

Payment Card Fraud Detection

Wells Fargo
01.2020 - 12.2020
  • Assisted customers regarding issues with Personal and Business Credit and Debit cards
  • Recording fraudulent transactions and identifying fraud trends and strategies
  • Opened investigations into disputed transactions and repeated declines
  • Improved customer trust by effectively resolving disputes related to suspected fraudulent transactions or false alarms.
  • Maintained a high level of knowledge about emerging fraud schemes, enabling proactive response to potential threats.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
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Collections Disputed Account Resolution Team

Synchrony Financial
01.2018 - 12.2019
  • Assisted agencies with accounts that have been charged off or included in bankruptcy
  • Providing updates to credit bureau reporting as needed
  • Utilizing systems such as Pacer, RMS-NG, Avaya, Microsoft Office Suite, SharePoint, Moxie

Customer Service Representative

Synchrony
01.2013 - 12.2018
  • Inbound call center, answered around 150 calls daily
  • Assisting callers with credit card accounts for numerous retailers
  • Processing payments, processing disputes, replacement cards, website assistance, and general account questions
  • Team Subject Matter Expert and team lead, assisting with interviews, new hire onboarding and training
  • Also performing 1 on 1's, performance coaching and development of department wide materials

Education

High School Diploma -

Harrison Central High School, Gulfport, MS
05.2001

Skills

  • Account Dispute Resolution
  • Skilled in Microsoft Applications
  • Engaged Listener
  • Swift Skill Acquisition
  • Meticulous Attention to Detail
  • Issue Resolution Facilitation
  • Resolution Strategies
  • Fraud Risk Assessment
  • SharePoint Proficiency
  • Salesforce Experience
  • Experienced with Microsoft Windows Operating System
  • Visual Communication Skills
  • Project Leadership
  • Employee Onboarding
  • Customer Support Expertise
  • Customer Assistance

Timeline

Customer Solutions Account Manager - GreenSky
01.2022 - Current
Customer Service Advocate - Verizon Wireless
11.2020 - 01.2022
Payment Card Fraud Detection - Wells Fargo
01.2020 - 12.2020
Collections Disputed Account Resolution Team - Synchrony Financial
01.2018 - 12.2019
Customer Service Representative - Synchrony
01.2013 - 12.2018
Harrison Central High School - High School Diploma,

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Andrea HillCustomer solutions advocate