ANDREA ST. HILAIRE
Palm Bay,FL
Summary
Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Roswell Global
Rockledge, Florida
10.2014 - 02.2017
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Developed all process controls and metrics for daily management of the Call Center.
- Acted professionally and patiently when addressing negative customer feedback.
Administrative Assistant
CNN/News
New York
08.2001 - 08.2014
- Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
- Created detailed expense reports and requests for capital expenditures.
- Coordinated domestic and international travel arrangements, including booking airfare, hotel and transportation.
- Assisted with event planning, including associated travel and logistical arrangements.
- Coordinated, scheduled and arranged meeting and travel calendars, including business and social events.
Client Service Representative
Initiative Media
New York
01.1997 - 05.2001
- Resolved customer technology issues and response to inquiries.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Identified customers needs, clarified information and provided solutions or alternative to solve issues.
Education
Bachelor of Science - Leadership & Management
Nyack College
2010
Associate of Science - Business Management
Kings Borough College
2005
Skills
- Customer interface expertise
- Strong problem solving aptitude
- Persuasive speaker
- Multi-line phone operation proficiency
- Adheres to customer service procedures
- Customer Service mindset
Certification
Professional Selling Certification
Skills
Proficient in Office Suites, MS Windows, Trade Gecko, Outlook, Google Drive, Asana and People Soft.
Timeline
Customer Service Representative
Roswell Global
10.2014 - 02.2017
Administrative Assistant
CNN/News
08.2001 - 08.2014
Client Service Representative
Initiative Media
01.1997 - 05.2001
Bachelor of Science - Leadership & Management
Nyack College
Associate of Science - Business Management
Kings Borough College