Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Andrea SMITH

Andrea SMITH

Nanticoke

Summary

Dynamic Senior Merchant Care professional at ShipBob with a proven track record in client relationship management and case resolution. Expert in process improvement and team coaching, consistently exceeding performance metrics while delivering innovative solutions. Adept at fostering collaboration and driving results in high-pressure environments.

Overview

6
6
years of professional experience

Work History

Senior Merchant Care Tier II

ShipBob
Remote
04.2023 - Current
  • Managing escalated, complex cases, consistently exceeding performance metrics.
  • Providing effective email and phone support to address client inquiries.
  • Collaboration with leadership to enhance internal processes and improve workflows.
  • Delivering feedback and guidance to team members through one-on-one meetings and hosted calls
  • Monitoring aged cases, developing appropriate solutions for resolution.

Senior Account Manager

ShipMonk
01.2021 - 01.2023
  • Assisted business owners with comprehensive service-related needs.
  • Managed high-level, large revenue accounts to drive growth.
  • Supervised a team to enhance operational efficiency.
  • Utilized Aircall, chat, and Salesforce for effective account communication.
  • Resolved issues by identifying beneficial solutions for all parties involved.
  • Managed client relationships to ensure satisfaction and retention.

Front-Line Manager- Collections

Genpact LLC
01.2020 - 01.2021
  • Duties include management of a team of 20+ people;
  • Payroll corrections (time adjustments, pto, bereavement);
  • Attendance keeping;
  • Quality control and coaching;
  • Team communication/meetings;
  • Caring for the needs of the team as well as ensuring they met proper metrics.

Education

High School Diploma -

Greater Nanticoke Area High School
Nanticoke
06-2005

General Studies -

Luzerne County Community College
Nanticoke, PA

Skills

  • Client relationship management
  • Case resolution strategies
  • Process improvement
  • Team coaching
  • Account management
  • Conflict resolution
  • Team leadership
  • Problem solving
  • Attention to detail
  • Time management via ADP
  • Creative thinking
  • Data-driven decision making

Timeline

Senior Merchant Care Tier II

ShipBob
04.2023 - Current

Senior Account Manager

ShipMonk
01.2021 - 01.2023

Front-Line Manager- Collections

Genpact LLC
01.2020 - 01.2021

High School Diploma -

Greater Nanticoke Area High School

General Studies -

Luzerne County Community College

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