Andresa Lira
San Antonio,US
Summary
Customer Service Professional with 14 years of extensive expertise in delivering exceptional service and fostering positive client relationships. Proficient in team collaboration, problem-solving, and data analysis, leveraging advanced skills in Microsoft Office Suite to enhance operational efficiency. Committed to driving innovative solutions and maintaining high standards in fast-paced environments, with a focus on achieving outstanding results and customer satisfaction.
Overview
14
14
years of professional experience
Work History
Everyday Banking Specialists
Wells Fargo & Company
San Antonio, TX
04.2025 - Current
- Facilitated customer inquiries and resolved issues to enhance banking experience.
- Analyzed client financial needs to provide tailored product recommendations.
- Managed account maintenance processes, improving operational efficiency and accuracy.
Small Business Owner
Salve's Foods
San Antonio
09.2011 - Current
- Manage customer orders via social media, ensuring accuracy and presentation.
- Assist in food preparation and packaging, maintaining quality standards.
- Handle daily sales accounting, ensuring financial accuracy and transparency.
Credit Card Member Representative
USAA
San Antonio
03.2022 - 02.2023
- Resolved complex credit card inquiries and disputes while maintaining high customer satisfaction, providing personalized solutions and guidance to members.
- Analyzed account patterns to identify potential fraud risks, implementing preventive measures and securing member accounts through detailed verification.
- Streamlined payment processing workflows and reduced resolution time through efficient case management and proactive member communication.
- Maintained accurate documentation of member interactions while adhering to compliance regulations and privacy standards in financial services.
Property & Casualty Member Service
USAA
San Antonio
01.2021 - 01.2022
- Guided members through insurance options, enhancing understanding and satisfaction.
- Processed payments efficiently, ensuring timely updates to member accounts.
- Assisted members with property and casualty insurance, improving service delivery.
- Handled member inquiries, providing detailed explanations of insurance declarations.
- Supported members with valuable personal property insurance, increasing coverage awareness.
- Obtained Property and Casualty license while mastering complex insurance regulations and delivering comprehensive member service solutions.
- Streamlined member service processes through efficient case management and rapid resolution of property and casualty insurance inquiries.
- Managed detailed documentation of member interactions while maintaining accurate records and adhering to strict quality standards.
Digital Commerce Representative
KOHL'S
San Antonio
02.2018 - 03.2021
- Handled customer orders and inquiries, ensuring timely resolution and satisfaction.
- Created and managed cases for missing or damaged items, improving service efficiency.
- Consistently met monthly targets for revenue and customer satisfaction.
- Utilized problem-solving skills to address package tracking issues effectively.
- Enhanced customer experience through attentive and responsive service.
- Streamlined digital commerce operations by resolving complex customer inquiries, managing order tracking, and maintaining high customer satisfaction scores on monthly performance metrics.
- Implemented systematic approach to case management for missing, damaged, and delayed shipments, ensuring efficient resolution and enhanced customer experience.
Member Care Representative
Nationwide Insurance
San Antonio
07.2014 - 02.2018
- Initiated outbound calls to resolve missing information, ensuring seamless service.
- Enhanced member satisfaction through clear communication and problem-solving.
- Supported team in maintaining high call resolution rates, boosting efficiency.
- Managed high-volume customer service operations, handling 80 daily calls while providing comprehensive policy guidance and resolving complex coverage inquiries.
- Streamlined member communication processes by implementing efficient follow-up protocols for incomplete documentation and policy updates.
- Delivered exceptional customer service by resolving billing inquiries, premium adjustments, and coverage modifications while maintaining quality standards.
Order Service Representative
QVC
San Antonio
05.2012 - 05.2014
- Managed customer inquiries and order placements via inbound calls.
- Consistently met monthly targets for schedule adherence and handling time.
- Developed strong communication and problem-solving skills.
- Enhanced customer satisfaction through efficient service.
- Achieved measurable improvements in call handling efficiency.
- Managed high-volume customer inquiries for order processing and product assistance while consistently achieving schedule adherence targets and call handling metrics.
- Streamlined order processing workflows by identifying bottlenecks and implementing efficient solutions, reducing customer wait times.
- Coordinated with warehouse and shipping teams to expedite order fulfillment, enhancing customer satisfaction and reducing follow-up calls.
Technical Support Representative
KGB
San Antonio
01.2011 - 05.2012
- Demonstrated strong technical expertise in troubleshooting email and login password issues.
- Streamlined technical support processes for networking and DSL issues, implementing systematic troubleshooting methods to reduce resolution time.
- Led complex problem resolution for escalated customer issues, maintaining high customer satisfaction while meeting strict schedule adherence targets.
- Developed and implemented advanced diagnostic protocols for network connectivity issues, enhancing first-call resolution rates for DSL-related technical support.
Education
High School Diploma - undefined
John Paul Stevens High School
San Antonio01.2010
Skills
- Customer Service
- Microsoft Office
- Microsoft Word
- Microsoft Excel
- PowerPoint
- Microsoft Outlook
- Data Analysis
- Multitasking
- Team Collaboration
- Call Center
- Technical Support
- Problem Solving
- Customer Engagement
- Customer Advocacy
- Conflict Resolution
- Customer Insights
- Order Management
- Presentation Skills
Additional information
- Achievements
- Received multiple recognitions for great customer service
- Received recognition for outstanding performance
- Assisted in Peer Coaching new hires
Timeline
Everyday Banking Specialists
Wells Fargo & Company
04.2025 - Current
Credit Card Member Representative
USAA
03.2022 - 02.2023
Property & Casualty Member Service
USAA
01.2021 - 01.2022
Digital Commerce Representative
KOHL'S
02.2018 - 03.2021
Member Care Representative
Nationwide Insurance
07.2014 - 02.2018
Order Service Representative
QVC
05.2012 - 05.2014
Small Business Owner
Salve's Foods
09.2011 - Current
Technical Support Representative
KGB
01.2011 - 05.2012
High School Diploma - undefined
John Paul Stevens High School