ANDREA GREENE
Cincinnati,OH
Summary
Experienced Customer Service Representative with over 20 years of providing exceptional telephone and face-to-face support. Proven skills and extensive experience to contribute to company success and career growth. Committed to delivering top-notch customer service by resolving inquiries, building relationships, and ensuring satisfaction. Adept at multitasking in fast-paced environments with a professional and friendly demeanor.
Overview
29
29
years of professional experience
Work History
KCRC Gift Card Support II
The Kroger Co.
05.2024 - Current
- Provide support for gift card services, addressing customer inquiries and issues.
- Manage and troubleshoot problems related to gift card transactions.
- Collaborate with team members to improve gift card support processes.
- Ensure customer satisfaction through effective resolution of gift card-related concerns.
KCC Floral & FMJ Associate
The Kroger Company
08.2020 - 05.2024
- Processed Floral and FMJ orders efficiently and accurately.
- Scheduled pickups and monitored deliveries to ensure timely arrival to customers
- Listened to customers, identified their needs, and developed plans to fulfill them.
KSC Product Ambassador
The Kroger Co.
01.2013 - 08.2020
- Provided remote customer support for enterprise programs, promotions, web services, store feedback/escalation, and product questions.
- Addressed and resolved customer inquiries and issues via telephone calls, emails, letters, faxes, and comment cards.
- Mentored and provided ongoing support to Customer Service Representative I team members, enhancing their performance and development.
- Modeled and demonstrated company core values, including respect, honesty, integrity, diversity, inclusion, and safety.
CSC Loyalty and Service Ambassador
The Kroger Co.
07.2012 - 01.2013
- Efficiently managed and resolved complex customer situations, ensuring high levels of customer satisfaction and retention.
- Processed account adjustments, including adding loyalty points and resolving service issues, maintaining accuracy and customer privacy.
- Assisted customers with in-store concerns, providing solutions and support to enhance their shopping experience.
- Mentored and trained new hires, coaching them on product knowledge and customer service best practices.
- Verified and updated customer data, ensuring accuracy and confidentiality of personal and loyalty information.
- Resolved escalated issues, achieving first-contact resolution by effectively managing calls and using problem-solving skills
- Provided comprehensive customer service for Kroger products, utilizing tools such as PLM, Real Dialog, and EPC to answer inquiries and resolve complaints.
Data Entry Specialist
Randstad / US Bank
03.2012 - 06.2012
- Extracted and processed mail for tax purposes, ensuring accurate data extraction.
- Input and maintained data documentation, adhering to company guidelines and timelines.
- Completed data entry tasks with accuracy and efficiency.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
File Clerk
Adecco / Fifth Third Bank
04.2011 - 07.2011
- Prepared mortgage and installment loan files for imaging, ensuring accurate and organized documentation
- Retrieved important documents from physical files, facilitating efficient access and processing.
Pharmacy Customer Service Representative
WellPoint / NextRx
05.2006 - 04.2009
- Renewed customers' mail order prescriptions, ensuring timely and accurate processing.
- Managed payer rejections, identifying and resolving issues to facilitate medication delivery.
- Developed solutions for account issues, adhering to company guidelines and maintaining high customer satisfaction.
Patient Care Specialist
LasikPlus Vision Center
05.2005 - 04.2006
- Responded to inquiries from potential patients about LASIK procedure, providing information and addressing concerns.
- Scheduled consultations, coordinating appointments and ensuring the customer a smooth patient experience.
- Verified insurance benefits, confirming coverage and eligibility for LASIK procedures.
Collections Representative
G.E. Consumer Finance
07.1995 - 01.2005
- Managed and resolved delinquent accounts, negotiated payment arrangements and ensured compliance with company policies.
- Analyzed and investigated late accounts for errors, identifying discrepancies and implementing corrective actions.
Education
No Degree - Elementary Education
Knoxville College
Knoxville, TN05.1989
High School Diploma -
Withrow High School
Cincinnati, OH05.1988
Skills
- Conflict Resolution : Demonstrated strong conflict resolution skills by defusing anger in irate customers through active listening, empathy, and effective problem-solving
- Customer Service Excellence : Ensured order accuracy while maintaining a strong work ethic and delivering high-quality service
- Teamwork & Collaboration : Excelled in teamwork and collaboration, contributing positively to group dynamics and achieving collective goals
- Self-Motivation : Proven ability to work independently with self-direction and motivation
- Multitasking : Skilled in effective multitasking, managing multiple priorities efficiently
Timeline
KCRC Gift Card Support II
The Kroger Co.
05.2024 - Current
KCC Floral & FMJ Associate
The Kroger Company
08.2020 - 05.2024
KSC Product Ambassador
The Kroger Co.
01.2013 - 08.2020
CSC Loyalty and Service Ambassador
The Kroger Co.
07.2012 - 01.2013
Data Entry Specialist
Randstad / US Bank
03.2012 - 06.2012
File Clerk
Adecco / Fifth Third Bank
04.2011 - 07.2011
Pharmacy Customer Service Representative
WellPoint / NextRx
05.2006 - 04.2009
Patient Care Specialist
LasikPlus Vision Center
05.2005 - 04.2006
Collections Representative
G.E. Consumer Finance
07.1995 - 01.2005
No Degree - Elementary Education
Knoxville College
High School Diploma -
Withrow High School