ANDREA STOKES
Williamsburg,VA
Summary
Dynamic customer service professional with extensive experience at Kelly Services, excelling in call management and troubleshooting. Proven ability to enhance customer satisfaction through clear communication and effective problem-solving. Skilled in order processing and maintaining documentation accuracy, consistently delivering exceptional support in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Call center customer service representative
Kelly service /Wide point wireless
12.2024 - 05.2025
- Interacts with customers via telephone, email, or online chat to provide support and information on products or services.
- Collects and enters orders for new or additional products or services.
- Assisting callers with any questions regarding their mobile device.
- Troubleshooting the device and the set up/provisioning of the device. Often this includes coordinating our efforts with the service provider and a technician.
- Fields customer questions and complaints.
- When the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
Lead Teacher
Childcare network School
01.2024 - 06.2024
- Curriculum: Creating and implementing developmentally appropriate curriculum.
- Learning environment: Designing a learning environment that promotes safety and learning.
- Teaching: Using a variety of educational techniques, such as storytelling, play, and media, to teach children.
- Supervision: Supervising children during activities and ensuring staff give undivided attention.
- Classroom management: Keeping the classroom neat and organized, and ensuring it's prepared before children arrive and cleaned at the end of each shift.
- Communication: Communicating with parents and guardians about their child's progress and behavior, and providing helpful feedback as needed.
- Teamwork: Leading and supervising a team of assistant teachers and aides, and collaborating with other teachers and staff members.
- Documentation: Completing all required classroom documentation and record keeping.
Customer Service Technician
Department of Motor Vehicles
02.2023 - 06.2023
- Specialized training in Drivers Licensing and Vehicle Registration.
- Processed forms and applications pertaining to the licensing of drivers, identification cards, vehicle registration, and occupational licenses and provided assistance to members of the public regarding the use of the forms and applications.
- Answered questions or provide advice to the public regarding.
Fulfillment Associate
Amazon
04.2020 - 03.2023
- Processed, packaged and shipped orders accurately.
- Organized stocks and maintained inventory.
- Inspected products for defects and damages.
- Examined ingoing and outgoing shipments.
- Organized warehouse space.
- Received, unloaded and placed incoming inventory items appropriately.
- Checked, verified and filled customer invoices.
Customer Service Representative
King Teleservices LLC
03.2017 - 10.2019
- Received inbound calls and handled over 100 calls per day for 311 NYC.
- Answered incoming requests in a friendly manner, responds to routine questions and takes complaints from the general public; inputs and/or logs information received into the call center’s communications and computer equipment; directs requests to the appropriate department or agency for further action.
- Performed follow-up on a variety of requests for information or public complaints; gives out information of a routine nature; refers inquiries to other sources as required; receives and answers minor operation problems for users.
- Provided information of city agencies for the five boroughs to calling customers.
- Referenced the computer database for relevant information and services.
- Excellent verbal, written communications skills and listening skills.
- Submitted complaints and requested services to appropriate city agencies.
- Asked relevant questions to identify customer needs.
Customer Service Associate
Amark Logistics Inc/ Citi Field
03.2009 - 10.2016
- Assisted manager with daily operations, location open/close and product display maintenance.
- Performed cash management for register POS transactions; open/close, voids, refunds and cashiering.
- Completed and report daily product inventories for replenishment and reorder.
- Up sold merchandises during events.
- Took food orders and served customers.
Education
Bachelor's Degree - Business Administration
Devry College
New York, NY01.2016
High School Diploma -
Colts Neck High
New Jersey01.2002
Skills
- Customer support
- Order processing
- Troubleshooting devices
- Product knowledge
- Service coordination
- Customer relationship management
- Call management
- Documentation accuracy
- Call handling
- Call center customer service
- Call center operations
- Professional phone voice
- Clear communication
- Payment processing
- Client relationship management
- Customer correspondence
- Typing 40 wpm
Timeline
Call center customer service representative
Kelly service /Wide point wireless
12.2024 - 05.2025
Lead Teacher
Childcare network School
01.2024 - 06.2024
Customer Service Technician
Department of Motor Vehicles
02.2023 - 06.2023
Fulfillment Associate
Amazon
04.2020 - 03.2023
Customer Service Representative
King Teleservices LLC
03.2017 - 10.2019
Customer Service Associate
Amark Logistics Inc/ Citi Field
03.2009 - 10.2016
Bachelor's Degree - Business Administration
Devry College
High School Diploma -
Colts Neck High