Open To Work
Andrea Roberts
Jonesboro
Summary
Dynamic customer service professional with extensive experience at SYKES, excelling in problem resolution and data analysis. Proven ability to enhance customer satisfaction through effective communication and empathy. Skilled in inventory management and team collaboration, consistently achieving operational excellence and fostering a positive service environment. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
SYKES
Jonesboro
06.2021 - Current
- Assisted customers by addressing inquiries related to small business accounts at Bank of America.
- Executed account maintenance tasks, including stop payments, fee refunds, and profile updates.
- Conducted transaction research to resolve customer issues effectively.
- Troubleshot online account problems to enhance user experience.
- Processed payments for negative accounts to restore account standing.
- Ordered products and services for customer accounts as needed.
- Provided general account information and support to ensure customer satisfaction.
- Assisted customers with inquiries and provided accurate product information.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Processed orders and managed transactions efficiently using company software systems.
- Maintained up-to-date knowledge of products and services to assist customers effectively.
- Collaborated with team members to enhance overall customer service experience.
- Documented customer interactions and feedback for future reference and improvements.
- Monitored service metrics to ensure compliance with company standards and procedures.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Evaluated call quality standards for customer service representatives.
- Monitored recorded calls for compliance and service excellence.
- Provided feedback to agents on performance and communication skills.
- Analyzed call data to identify trends and areas for improvement.
- Conducted regular quality assurance reviews to ensure adherence to policies.
- Performed detailed analysis of call recordings using various software applications.
- Evaluated performance of customer service representatives through monitoring of calls and provided feedback.
Assistant Store Manager
The Home Depot
Euless
03.2008 - 04.2016
- Executed opening and closing procedures for store operations.
- Trained and mentored new team members on customer service standards.
- Managed inventory levels and coordinated restocking efforts for merchandise.
- Supervised daily store operations and ensured compliance with company policies.
- Assisted in developing promotional displays to enhance product visibility.
- Facilitated team meetings to discuss sales strategies and store performance.
- Implemented safety protocols to maintain a secure shopping environment.
- Collaborated with department heads to optimize operational efficiency.
- Resolved customer inquiries and complaints to enhance overall satisfaction.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Handled scheduling for store shifts to achieve adequate staffing.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Resolved customer service issues in-store and for online orders.
- Oversaw merchandising sets, product moves, and inventory stocking.
- Balanced vault, approved orders, and managed eight departments effectively.
- Conducted hiring processes, performance management, and attendance documentation storewide.
- Facilitated communication with Store Manager and District team via email.
- Enforced company policies and procedures to maintain operational standards.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Coordinated with vendors to secure product availability at competitive prices.
- Organized weekly meetings with department heads to review progress on key objectives.
Teller
Compass/BBVA Bank
Fort Worth
10.2006 - 11.2007
- Processed customer deposits and withdrawals efficiently.
- Managed large corporate deposits and accounts with accuracy.
- Provided exceptional customer service for lobby and drive-up banking clients.
- Sold new accounts, credit cards, safe deposit boxes, and various bank products.
- Balanced personal drawer and bank vault to ensure accurate cash management.
Cashier/Sales Associate
JC Penney
Fort Worth
06.2004 - 11.2006
- Maintained merchandise on sales floor by stocking and recovering during business hours and after closing.
- Processed customer transactions and managed returns efficiently at the register.
- Assisted customers on sales floor with clothing selections and inquiries.
- Cleared dressing rooms and restocked merchandise to ensure availability.
Education
Certification in Medical Billing & Coding -
Purdue Global University
10.2025
High school diploma -
North Side High School
Fort Worth, TX05.2006
Skills
- Customer service and support
- Customer service
- Data analysis
- Inventory management
- Team collaboration
- Problem resolution
- Communication skills
- Punctuality and reliability
- Compliance adherence
- Appointment scheduling
- Customer relationship management (CRM)
- Multitasking and organization
- Refunds processing
- Store maintenance
- Empathy and patience
- Live chat support
- Professional telephone demeanor
- Inbound and outbound calling
- Retail sales customer service
- 10-key
- Retail store support
- Data entry and management
- Typing speed 70 WPM
- Cash handling expertise
- Microsoft Excel and Office
- Microsoft Outlook proficiency
- Microsoft PowerPoint skills
- Research and analysis
- Merchandising strategies
- Store management experience
- Multi-tasking abilities
- Sales techniques
- Multi-task management
- Staff education and training
- Task prioritization
- Strong teamwork
- Verbal and written communication
- Stress management
- Microsoft office expertise
- Escalation management
- Medical terminology
- Call center experience
- Critical thinking
Additional Information - Professional Skills
Expert, Intermediate, Expert, Expert, Advanced, Expert, 70 WPM Advanced, Expert, Expert, Advanced, Expert, Advanced, Advanced
Personal Information
Authorized To Work: US
Accomplishments
- Top agent achieving overall score of 105% to goal each month.
- Platinum level home badge award
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkGig WorkLocation Preference
RemoteSalary Range
$15/hr - $1000/hrTimeline
Customer Service Representative
SYKES
06.2021 - Current
Assistant Store Manager
The Home Depot
03.2008 - 04.2016
Teller
Compass/BBVA Bank
10.2006 - 11.2007
Cashier/Sales Associate
JC Penney
06.2004 - 11.2006
Certification in Medical Billing & Coding -
Purdue Global University
High school diploma -
North Side High School