Andrea Roberts
Summary
Empathetic and customer-driven with 10+ years of experience in delivering exceptional customer service. In dept at coordinating and managing product replacements, offering personalized assistance, and ensuring timely, accurate solutions. Strong communicator skilled in providing clear and compassionate support to clients, addressing concerns, and optimizing their experience. Experienced in handling a variety of customer inquiries, managing calls, and working within dynamic environments to ensure satisfaction and accessibility for all clients. Proven ability to work effectively both independently and as part of a team to meet customer needs.
Results-driven technical professional with comprehensive understanding of user support and system maintenance. Known for effective troubleshooting and resolution of technical issues. Strong focus on team collaboration and adaptability, ensuring reliable and dynamic service. Expertise in hardware and software support, along with proactive approach to problem-solving.
Overview
18
18
years of professional experience
Work History
Claim Specialist
Centricity(Bankers warranty)
03.2023 - 03.2025
- Receive emails and inbound calls from service providers and/or customers about service events. Verify contract information and adjudicate claims based on client-specific terms and conditions while following internal procedures
- Respond to service centers, technicians, customers, and clients within prescribed timelines and approved formats
- Research parts, product replacements, product failure, troubleshooting, and other information as pertains to claim review and resolution
- Provide repair authorizations to service providers for repair within assigned
Project Manager
NCR
01.2020 - 12.2022
- Programed menus / sub-menus and daily events setup logins for company employees creating floor plans and price changes. Ability to pinpoint corruption of data in trans-log
- Assisted in placing clients in offline mode
- Setup customer’s credit card processing and balanced offline credit cards transactions to ensure accurate information
- Assisted in NCR’s Aloha manager and Aloha configuration menu changes
- Collaborated with vendor support contacts to resolve technical problems with the desktop computing equipment and software
- Performed network configuration and troubleshooting to deliver exceptional client experience
Assistant Store Manager
WALGREENS
01.2020 - 12.2020
- Ensured operational excellence by performing managerial tasks, including scheduling, maintaining inventory, and evaluating employee performance. Assisted with hiring and training new employees
- Supervised and instructed salesclerks on how to ensure that customers are helped efficiently
- Collaborated with managers to create effective advertisements for products
- Kept accurate track of inventory
- Motivated staff during busy shifts, ensuring outstanding customer experiences
- Listened to customers' complaints and compassionately assisted them, when needed
Customer Service Agent
MATRIX MEDICAL NETWORK
01.2019 - 12.2019
- Contact health plan members to explain in-home health screening benefits
- Delivered exceptional service as the first level point of contact between the health plan member(s) and their health plan
- Efficient in multitasking while maintaining excellent computer skills
- Assisted with helping connect the health plan members with the service and care they needed daily
Case Manager
24-7 INTOUCH (LOB) AIRBNB
01.2017 - 12.2019
- Processed outbound calls to the host and guest and assisted with resolving disputes
- Solved problems and investigated / resolved a wide variety of issues and requests that included gathering additional information, setting expectations, and working with other internal support groups
- Accurately documented the customer case in a computer base system
- Ensured all actions are resolved in compliance with the client’s terms of service
- Navigated in a Windows-based system to access the appropriate information to assist the customers
Technical Support
NCR (Acquired Abacus Business Solutions)
01.2013 - 12.2017
- Troubleshoot site hardware printer, terminals and NCR’s proprietary Aloha, programming tool, front of house software for restaurants and hospitality industry clients
- Setup menus / sub-menus, creating categories and daily events per customers’ requirements
- Researched and resolved corruption of data in trans-log
- Processed / balanced offline credit cards transactions to ensure accurate posting of transactions
- Assisted in Aloha manager and Aloha configuration menu changes
- Collaborated with vendor support contacts to resolve technical problems with the desktop computing equipment and software
- Performed network configurations and in-depth troubleshooting
Technical Support
ABACUS BUSINESS SOLUTIONS
01.2007 - 12.2013
- Managed point of sale (POS) inbound support; programmed menus
- Balanced offline credit cards transactions
- Assist Field Service Tech onsite with hardware and software installation
- Managed support requests through ticketing system that were worked by phone using remote tools
Education
Associate in Science (AS) - Business Administration
St. Petersburg College
Saint Petersburg, FLSkills
- Microsoft Office (Word, Excel, PowerPoint)
- Log Viewer
- Organizational skills
- Data entry
- AKB
- Microsoft Excel
- Customer service
- Drake Software
- Communication skills
- POS SYSTEM
- Gems
- OMD
- Aloha Software
- Microsoft Office
- LAN
Timeline
Claim Specialist
Centricity(Bankers warranty)
03.2023 - 03.2025
Project Manager
NCR
01.2020 - 12.2022
Assistant Store Manager
WALGREENS
01.2020 - 12.2020
Customer Service Agent
MATRIX MEDICAL NETWORK
01.2019 - 12.2019
Case Manager
24-7 INTOUCH (LOB) AIRBNB
01.2017 - 12.2019
Technical Support
NCR (Acquired Abacus Business Solutions)
01.2013 - 12.2017
Technical Support
ABACUS BUSINESS SOLUTIONS
01.2007 - 12.2013
Associate in Science (AS) - Business Administration
St. Petersburg College