Andrea Resume
Alachua,FL
Summary
To obtain a position as an Executive Administrator to show my exemplified skills in communicating internally and externally with customers. Allowing me to grow and learn about different areas of the organization.
Overview
19
19
years of professional experience
Work History
ITI Customer Success Specialist
Infotech Inc.
12.2021 - Current
- Responded to customer calls and emails to answer questions about products and services.
- Managed a volume of calls and emails daily. (Average monthly calls - 225 and Average monthly emails - 500)
- Manage and document customer service inquires related to Infotech Software solutions.
- Offer consistent excellence in service, providing first-level support for Infotech’s bidding products.
- Actively researches customer concerns via testing in the demo environment and is able to quickly access material to help find the correct answer and escalates issues accordingly.
- Acts as a liaison between customers and Bidx and Bid Express products.
- Guides customers in product re-training, providing best practice tips, and following up to ensure long-term success.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts when bids are due in minutes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Actively monitored and uploaded agency plan sheets on a regular basic.
- Respond to 50% of agency inquires independently. Ex. How to create an solicitation or post a job in Bid Express and Bidx or assisted with account creation.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Service Senior Rep
Gainesville Regional Utilities (GRU)
07.2020 - 12.2021
- Coordinates processing of utility payments, deposits, permits and services, and handling of delinquent accounts, handle pull call request, resolution of customer account disputes
- Assist with escalations from lobby or phone customers, encourage customers to complete surveys so that GRU may streamline changes where they are needed, fill in where needed, assist with training new employees out of training and new to the lobby area, act in absence of supervisor
- Provides input to the performance appraisals of lower-level customer service representatives, audit cash drawers on a monthly basic, review calls to assure correct information is being given to customer whether internal or external
- Responds to inquiries and complaints from customers and other agencies in person, by phone, and by mail
- Handles complicated complaints according to Federal and state procedures and regulations/substantial contact with customers and handles adversarial situations, when necessary
- Ensure that incoming wire activity and miscellaneous revenue is properly processed through the cashiering system and into the financial accounting software
- Review/ or reconciles accounts in reports, accounts payable /accounts receivable, generating documents and to send with bank/ compile financial data and keep financial records/ Ability to prepare and maintain complex records and reports as well as retrieve financial data from different computer sources / Prepare bank deposits and run reports by compiling data from cashiers, verifying and balancing receipts and sending cash, checks or other forms of payments to banks / Performs financial calculations such as amounts due, interest charges, balances and discounts
- Receives, process and record bank cash, checks and vouchers from different agencies
- Analyze customer information to determine deposit requirements to start services
- Assists in emergency storm situations for service restoration
- Ensure that incoming wire activity and miscellaneous revenue is properly processed through the cashiering system and into the financial accounting software
- Basic knowledge of utility services industry, GRU and City operations, and applicable ordinances, policies, and procedures.
Interim Customer Service Senior Rep
Gainesville Regional Utilities (GRU)
11.2019 - 07.2020
- Coordinates processing of utility payments, deposits, permits and services, and handling of delinquent accounts, handle pull call request, resolution of customer account disputes
- Assist with escalations from lobby or phone customers, encourage customers to complete surveys so that GRU may streamline changes where they are needed, fill in where needed, assist with training new employees out of training and new to the lobby area, act in absence of supervisor
- Provides input to the performance appraisals of lower-level customer service representatives, audit cash drawers on a monthly basic, review calls to assure correct information is being given to customer whether internal or external
- Responds to inquiries and complaints from customers and other agencies in person, by phone, and by mail
- Handles complicated complaints according to Federal and state procedures and regulations/substantial contact with customers and handles adversarial situations, when necessary
- Ensure that incoming wire activity and miscellaneous revenue is properly processed through the cashiering system and into the financial accounting software
- Review/ or reconciles accounts in reports, accounts payable /accounts receivable, generating documents and to send with bank/ compile financial data and keep financial records/ Ability to prepare and maintain complex records and reports as well as retrieve financial data from different computer sources / Prepare bank deposits and run reports by compiling data from cashiers, verifying and balancing receipts and sending cash, checks or other forms of payments to banks / Performs financial calculations such as amounts due, interest charges, balances and discounts
- Receives, process and record bank cash, checks and vouchers from different agencies
- Analyze customer information to determine deposit requirements to start services
- Assists in emergency storm situations for service restoration
- Ensure that incoming wire activity and miscellaneous revenue is properly processed through the cashiering system and into the financial accounting software
- Basic knowledge of utility services industry, GRU and City operations, and applicable ordinances, policies, and procedures.
Customer Service Representative II
Gainesville Regional Utilities (GRU)
04.2013 - 11.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts via phone or email. Handle on an average of 70-100 calls daily and an average of 40-60 walk ins at the counter).
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Staff Assistant
University of Florida-Hematology/Oncology
09.2005 - 11.2012
- Managed two student employees, trained ten incoming employees, handled verifying payroll, pulling reports and leave summary, other office duties, making travel arrangements for 30 faculty & staff, scheduling monthly meetings, periodically taking notes, order supplies for faculty and staff. Prepared itinerary for interviews.
- Assist with the preparation of grant submissions that have a deadline.
- Administer compliance training for the Division of Hematology/Oncology when new hires come in.
- Process hiring paperwork for incoming fellows.
- Reconcile and approve Purchasing Card transactions by obtaining all receipts.
Education
Bachelor of Science - Health Administration
Santa Fe College
3000 NW 83rd St Gainesville, FL01.2024
Associate of Arts - Health Administration
Santa Fe College
3000 NW 83rd St Gainesville, FL 3260601.2008
Skills
● Over 15 years of dedicated
experience in customer support
within a fast-paced call center
environment, specializing in
public utility and
telecommunications sectors
● Demonstrated commitment to
excellence in customer service,
adept at cultivating strong
customer relationships, resolving
complex issues, and fostering
customer loyalty
● Skilled in strategic relationship
and partnership building,
employing attentive listening,
creative problem-solving, and
diplomatic negotiation to achieve
mutually beneficial outcomes
● Proficient in verbal and written
communication, with strong
interpersonal skills Extensive
knowledge in navigating SAP,
Hummingbird, Responder,
iNOVAH, Microsoft Excel,
PowerPoint,TalkDesk, Bidx, Bid
Express®, Zendesk, and other
software applications
Experienced in Administrator tasks
such as money balancing and
daily reporting, scheduling
meetings, time cards
Timeline
ITI Customer Success Specialist
Infotech Inc.
12.2021 - Current
Customer Service Senior Rep
Gainesville Regional Utilities (GRU)
07.2020 - 12.2021
Interim Customer Service Senior Rep
Gainesville Regional Utilities (GRU)
11.2019 - 07.2020
Customer Service Representative II
Gainesville Regional Utilities (GRU)
04.2013 - 11.2019
Staff Assistant
University of Florida-Hematology/Oncology
09.2005 - 11.2012
Bachelor of Science - Health Administration
Santa Fe College
Associate of Arts - Health Administration
Santa Fe College