Andrea Spain
Corpus Christi
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Second Level Resolution Team Lead
Alorica
Corpus Christi, TX
02.2021 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Effective liaison between customers and internal departments.
- Mentored new team members, fostering skill development and adherence to company standards.
- Streamlined resolution processes, enhancing efficiency and reducing response times.
- Collaborated with cross-functional departments to address complex issues and develop comprehensive solutions.
- Managed escalated cases with professionalism and diplomacy, resolving issues while maintaining positive client relationships.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Operations Manager
Michaels Arts And Crafts
09.2019 - 11.2021
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadline
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Reviewed shift reports to understand current numbers and trends.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Pharmacy Technician and Shift Lead
Walgreens
12.2013 - 06.2019
- Stocked, labeled and inventoried medication to keep accurate records.
- Set up and modified patient profiles in System to include current information such as medications and insurance details.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items.
- Money handling, safe counts, inventory, and trucks.
Education
Pharmacy Tech
Southern Careers Institute Inc
Corpus Christi, TX2012
Roy Miller High School
Corpus Christi, TX2005
Skills
- Special Requests
- Issue and Complaint Resolution
- Call Documentation
- Customer Satisfaction
- Order and Refund Processing
- Effective Multitasking
- Customer Data Confidentiality
- Call Control
- Upbeat and Positive Personality
- Oracle CRM
- Website Navigation
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Customer Account Management
- KPI Metrics
- Financial Transactions
Timeline
Second Level Resolution Team Lead
Alorica
02.2021 - Current
Operations Manager
Michaels Arts And Crafts
09.2019 - 11.2021
Pharmacy Technician and Shift Lead
Walgreens
12.2013 - 06.2019
Pharmacy Tech
Southern Careers Institute Inc
Roy Miller High School