Andrea Kendall
Athens,GA
Summary
Dedicated Customer Service/Tech Support Representative with previous training and managerial experience who provides exceptional customer service through active listening and problem solving. Goal-oriented and highly successful at troubleshooting and handling customer support issues in an effort to bring optimal customer satisfaction.
Overview
12
12
years of professional experience
Work History
T2 iOS/T1 Mac+ Tech Support AHA
Apple, Inc.
Cupertino, CA
06.2015 - Current
- Managed customers' expectations and experience to high degree of customer satisfaction.
- Identified and solved technical issues with variety of diagnostic tools.
- Researched, troubleshot and resolved complex problems independently.
- Followed up with customers to ensure optimal customer satisfaction.
- Remained up-to-date on latest technologies and solutions applicable to company products.
- Worked closely with team members to meet or exceed all customer service requirements.
- Removed malware, ransomware and other threats from laptops and desktop systems.
T1 iOS/OS X Tech Support AHA
Apple, Inc.
Cupertino, CA
08.2014 - 06.2015
- Resolved customer issues in clear, courteous and straightforward manner.
- Demonstrated professionalism and courtesy with customers at all times.
- Identified and solved technical issues with variety of diagnostic tools.
- Resolved problems with malfunctioning products.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
Senior Team Leader
SYKES Home
Denver, CO
07.2011 - 07.2014
- Supervised a team of six managers and one-hundred and twenty associates.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Completed frequent performance reviews daily and weekly, offering praise and recommendations for improvement.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Fostered an environment which encouraged continual process improvements.
- Set clear team goals and delegated tasks and set deadlines.
- Discovered training needs and provided coaching.
Team Leader
SYKES Home
Denver, CO
08.2010 - 07.2011
- Supervised a team of between fifteen to ninety associates.
- Completed associate performance reviews weekly and monthly, offering praise and recommendations for improvement.
- Trained, coached and mentored staff to ensure smooth adoption of new policies and procedures.
- Cross-trained and backed up other customer service managers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Trained staff on operating procedures and company services.
- Provided accurate, specific and timely performance feedback for CSRs.
- Maintained up-to-date knowledge of product and service changes.
- Mentored and guided employees to foster proper completion of assigned duties.
Team Leader
DialAmerica
Athens, GA
-
- Responsible for managing a team of up to thirty agents in a busy call center environment.
- Worked on all programs at the company during various time periods and thusly handled information related to medical insurance, technical support, sales and customer service.
- Maintained up-to-date knowledge of product and service changes.
- Identified individual development needs with appropriate training.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Mentored and guided employees to foster proper completion of assigned duties.
Trainer
DialAmerica
Athens, GA
-
- Extensively trained new and existing employees.
- Monitored participant workflow and behaviors throughout the training process.
- Assumed ownership of all training program initiatives.
- Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.
- Addressed all questions from training program participants.
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
Education
Creative Writing
Louisiana State University And A&M College
Baton Rouge, LAHigh School Diploma -
Baton Rouge Magnet High
Baton Rouge, LASkills
- Exceptional interpersonal communication
- Analytical and critical thinker
- Customer interface expertise
- Exceptional workflow management
- Strong problem solving aptitude
- Self-starter
- Organized
- Unsurpassed work ethic
- Dependable
- Detail-oriented
- Efficient multi-tasker
- Innovative thinker
Timeline
T2 iOS/T1 Mac+ Tech Support AHA
Apple, Inc.
06.2015 - Current
T1 iOS/OS X Tech Support AHA
Apple, Inc.
08.2014 - 06.2015
Senior Team Leader
SYKES Home
07.2011 - 07.2014
Team Leader
SYKES Home
08.2010 - 07.2011
Team Leader
DialAmerica
-
Trainer
DialAmerica
-
Creative Writing
Louisiana State University And A&M College
High School Diploma -
Baton Rouge Magnet High