Andrew Hood
Albany,IN
Summary
Results-driven investigator with extensive experience at One Finance, specializing in managing regulatory body complaints and achieving timely resolutions. Proven track record in resolving escalated issues from initiation to closure while maintaining compliance with service level agreements (SLAs). Exceptional communication skills across various channels, including phone, email, and chat, contribute to enhanced customer satisfaction. Committed to driving continuous improvement in operational efficiency.
Overview
14
14
years of professional experience
Work History
Advocacy Lead
One Finance
New York, NY
06.2024 - Current
- Assisted department leader in managing daily workflow, developing leadership skills to support team in providing exceptional complaint resolutions.
- Coached, developed, and built relationships with team members to enhance performance and customer satisfaction.
- Contributed to policy and procedure improvements based on complaint trends, enhancing overall operational efficiency.
- Assisted department leader with complex tasks including escalated complaints, SLA report reviews, and workflow monitoring.
- Provided real-time coaching to complaint investigators, enhancing quality assurance and improving customer service outcomes.
- Conducted routine reviews of complaint cases, ensuring satisfactory resolutions for customer issues.
- Prioritized and managed multiple open complaints and deadlines effectively.
- Oversaw daily operations of offshore team members to enhance team capabilities, improve customer service, and drive positive organizational outcomes.
Investigator II
One Finance
New York, NY
01.2023 - Current
- Processed regulatory complaints from start to finish, documenting findings to achieve full resolution.
- Provided direct responses to regulatory body complaints, ensuring timely and effective resolutions.
- Handled escalated complaints from start to finish within required SLA, including direct communications with customers via phone, email, and chat.
- Engaged with product owners to discuss and mitigate complaint-related issues.
- Detected issues and created tickets to facilitate remediation for impacted groups.
- Worked with compliance teams to guarantee all responses met regulatory requirements.
Customer Experience/QA Analyst
One Finance
Sacramento, CA
09.2021 - Current
- Addressed customer contacts promptly within a high-speed startup atmosphere.
- Developed processes and workflows based on contact drivers.
- Excelled in customer assistance through phone, chat, and email, achieving top contributor status.
- Collaborated with the QA team to enhance understanding of existing workflows and processes for the customer experience QA team.
- Functioned as QA Subject Matter Expert for the customer experience team, assisting in feedback delivery, coaching, and sampling.
Genius Admin
Apple, Inc.
Indianapolis, IN
01.2016 - Current
- Provides service aimed at improving customer satisfaction consistently.
- Coordinates and controls operations within the Repair Room.
- Identifies and prioritizes repairs to expedite service for customers.
- Ensured customers were informed regarding repair progress.
- Manages service-related issues.
- Facilitated tracking of service inventory in cooperation with Operations Team.
- Identifies potential loss-prevention concerns using routine reports and procedures.
AppleCare Support Experience
Apple, Inc.
Indianapolis, IN
09.2020 - 03.2021
- Supported customers via chat, phone, and email to help resolve hardware and software issues
- Engaged with peers utilizing Webex, Slack, and email providing feedback on common customer obstacles
- Resolved product or service issues by clarifying the customer's concern, probed to understand the root cause, and presented the best solution to resolve the issue
Technical Specialist
Apple, Inc.
Indianapolis, IN
01.2013 - 01.2016
- Identified all customers needs and presented product and service solutions
- Empathized when technology wasn't working as expected and explained difficult technical problems in terms the customer could understand
- Supported customers in a timely manner and balanced priorities to achieve individual and team productivity goals
- Documented all pertinent user information and the nature of the problem with accuracy in all supported systems
- Maintained knowledge of current in-store and online products and services, promotions, inventory, policies, and procedures
Operations Specialist
Apple, Inc.
Indianapolis, IN
01.2011 - 01.2013
- Participated in daily store and remote space physical inspections
- Coordinated any on-site repair, maintenance, or other service works with store teams and Apple preservation to minimize disruptions to store operations
- Supported in monitoring and resolving IS&T tickets in a timely fashion
Education
Some College (No Degree) - Communications
Manchester University
North Manchester, INSkills
- Monitoring and evaluation
- Research and analysis
- Data-driven decision making
- Team management
- Advocacy strategy
- Mentorship
- Case preparation
- Document review
Timeline
Advocacy Lead
One Finance
06.2024 - Current
Investigator II
One Finance
01.2023 - Current
Customer Experience/QA Analyst
One Finance
09.2021 - Current
AppleCare Support Experience
Apple, Inc.
09.2020 - 03.2021
Genius Admin
Apple, Inc.
01.2016 - Current
Technical Specialist
Apple, Inc.
01.2013 - 01.2016
Operations Specialist
Apple, Inc.
01.2011 - 01.2013
Some College (No Degree) - Communications
Manchester University
Similar Profiles
Gabrielle SmithGabrielle Smith
Financial Services Representative at World Finance (Formerly Always Money Finance)Financial Services Representative at World Finance (Formerly Always Money Finance)
Shabbir Khan MewatiShabbir Khan Mewati
Area Sales Manager. (ASM) at Bajaj Finance Ltd. (now Bajaj housing finance ltd.)Area Sales Manager. (ASM) at Bajaj Finance Ltd. (now Bajaj housing finance ltd.)
Pooja BhattiPooja Bhatti
Finance Operations Manager at Fincare small finance bank(Now AU small finance bank)Finance Operations Manager at Fincare small finance bank(Now AU small finance bank)
Travis StanleyTravis Stanley
Shop Owner at A Rod n CustomsShop Owner at A Rod n Customs
Jacob YoungJacob Young
General Laborer at OX IndustriesGeneral Laborer at OX Industries