ANDREAN MCNEAL
Augusta
Summary
Knowledgeable Customer Service Representative with strong administrative and operations coordination background, skilled in CRM platforms, Zendesk, and workflow optimization. Brings cross-functional communication experience supporting drivers, warehouse staff, and clinical teams while resolving escalations and maintaining accurate documentation. Focused on improving process efficiency, ensuring timely claims handling, and leveraging data-driven insights to support compliant, high-quality claims processing.
Overview
1
1
Certification
Work History
Senior Coordinator, Pre & Post Routes Operations
Veho Inc.
- Coordinated daily route operations to ensure on-time deliveries and reduce delays.
- Resolved live delivery issues via Zendesk to improve driver and customer satisfaction.
- Designed onboarding process for 1099 drivers to shorten ramp-up time and increase readiness.
- Generated post-route reports for auditing and performance tracking to improve accountability.
- Coordinated logistics operations to enhance route efficiency, achieving timely deliveries and elevating customer satisfaction.
- Analyzed operational data to pinpoint inefficiencies, implementing process changes that resulted in measurable improvements in workflow.
- Remote
Delivery Onboarding Specialist
Gopuff
- Led onboarding process for delivery partners, reducing time-to-active status with measurable results.
- Resolved complex payroll and account issues across email and chat while maintaining KPI and quality targets.
- Developed and refined support templates and protocols to improve response consistency and accuracy.
- Trained peers as a subject matter expert on delivery partner lifecycle and internal CRM tools, improving team efficiency.
- Streamlined onboarding processes for Delivery Partners, leading to marked improvements in partner engagement and satisfaction.
- Remote
CMA, Care Coordinator
NavCare
- Coordinated chronic and transitional care workflows with physicians’ offices to reduce hospital readmissions and improve continuity of care.
- Maintained electronic care plans with accurate updates to support timely clinical decision making and measurable patient outcomes.
- Entered clinical data into multiple EHR systems with speed and accuracy to streamline billing and reporting processes.
- Communicated care plans and patient status clearly to multidisciplinary teams to resolve care gaps and improve follow-up adherence.
- Facilitated communication between patients and healthcare teams, ensuring timely care coordination and enhancing patient satisfaction.
- Knowledgeable of multiple EHR systems. (Epic, Greenway, Allscripts, Practice Fusion, Cerner, eClinical, Carecloud, Athenahealth)
Customer Service Representative
URBN
- Resolved 100+ daily customer inquiries via phone, email, and chat to maintain customer retention and satisfaction.
- Managed online order issues and returns, reducing repeat contacts through clear resolution steps.
- Maintained accurate case documentation across channels to support faster follow-up and team visibility.
- Demonstrated multitasking across phone, email, and chat while preserving response quality and timeliness.
Education
Multi-Skilled Medical Assistant Diploma -
Helms College
Augusta, GASkills
- Office Coordination
- Process Documentation
- CRM Platforms
- Microsoft Office
- Zendesk
- Customer Support
- Workflow Optimization
- Vital Signs
- Multiple EHR navigation
- Time Management
- Problem Solving
Certification
- Certified Clinical Medical Assistant CCMA (09/28/2018-07/08/2026)
- NHA-Q6A7Z5A5
- CPR Certified
- American Heart Association BLS (2018)
Honors & Awards
Inducted into the National Technical Honor Society
Timeline
Senior Coordinator, Pre & Post Routes Operations
Veho Inc.
Delivery Onboarding Specialist
Gopuff
Customer Service Representative
URBN
CMA, Care Coordinator
NavCare
Multi-Skilled Medical Assistant Diploma -
Helms College