Summary
Overview
Work History
Education
Skills
Personal
Key Qualifications
Timeline
AccountManager

Andrea Leverette

Hampton,Georgia

Summary

Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.

Overview

23
23
years of professional experience

Work History

Account Manager

JM Huber
03.2021 - Current
  • Met existing customers to review current services and expand sales opportunities.
  • Recorded accurate and efficient records in customer database.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Trained new employees on customer service, adding orders, logistics, and RGA's.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.

CUSTOMER SOLUTIONS SUPERVISOR

DELTA AIR LINES
07.2014 - 07.2020
  • Contributes to company attaining the highest customer service ratings (as determined by external auditors)
  • Earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Ensured compliance with industry standards by maintaining up-to-date knowledge of trends and regulatory requirements.
  • Identified patterns in customer inquiries, leading to the development of targeted training programs for support staff.
  • Streamlined communication channels for improved efficiency in addressing customer concerns.

ASSISTANT MANAGER

OLD NAVY
03.2012 - 08.2014
  • Provided leadership and direction to store employees to cultivate future leadership roles
  • Responsible for training new employees and enforcement of company improvement policies
  • Prepared store deposits, closings, shadowed accounting projects and loss prevention initiatives.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

CUSTOMER CARE LEVEL 2

TRAVELCLICK INC
03.2006 - 12.2011
  • Improved efficiency within the team through thorough documentation of procedures, best practices, and lessons learned from previous projects.
  • Offered assistance in implementing and developing training programs.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Sought ways to improve processes and services provided.
  • Trained new employees on best practices and customer care procedures to eliminate inefficiencies.

SENIOR TECHNICAL ANALYST

GALILEO INTL/ORBITZ LLC
08.2001 - 03.2006
  • Troubleshooted client issues (website visibility, connection issues, and test bookings)
  • Provided worldwide Technical Support for company using CRS system on a 24/7 basis
  • Expedia Quick Connect liaison for hoteliers
  • The lead liaison for new representatives and particularly challenging calls
  • The company's primary mentor/trainer of both new and established employees.
  • Assisted with deployment issues by clarifying user questions and identifying problems.

Education

DIPLOMA -

Jonesboro High School
Jonesboro, GA
01.1997

Skills

  • CRM Software
  • Documentation And Reporting
  • Customer Relationship Management (CRM)
  • Staff Management
  • Client Relationship Building
  • Employee Mentoring
  • Customer Satisfaction
  • Complaint Management
  • Goal Setting
  • Goal-Oriented
  • Order Management
  • CRM proficiency

Personal

  • Organization
  • Analytical
  • Creative
  • Strategic
  • Productive
  • Committed

Key Qualifications

  • Conflict Resolution
  • Leadership
  • Process Management
  • Customer Interaction
  • Process Improvement
  • Distribution

Timeline

Account Manager

JM Huber
03.2021 - Current

CUSTOMER SOLUTIONS SUPERVISOR

DELTA AIR LINES
07.2014 - 07.2020

ASSISTANT MANAGER

OLD NAVY
03.2012 - 08.2014

CUSTOMER CARE LEVEL 2

TRAVELCLICK INC
03.2006 - 12.2011

SENIOR TECHNICAL ANALYST

GALILEO INTL/ORBITZ LLC
08.2001 - 03.2006

DIPLOMA -

Jonesboro High School

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Andrea Leverette