Andrew Ivory
Maple Heights,OH
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
I am a strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. I have over 8 years of experience with Mindful Cloud and Prem products which will help me to provide the needed service to clients.
Overview
10
10
years of professional experience
Work History
Senior Voice Analyst
Mindful By Medallia
01.2023 - Current
- I Collaborated with cross-functional teams to edit and process voice files, for both prem and cloud. Create and maintain a voice file record list and voice file collection for all clients. Create documentation that pertains to voice file work. Record voice files for clients using Amazon Polly.
- I helped Improve internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various voice file tasks.
- Validated results and performed quality assurance to assess the accuracy of voice files.
- Supported clients with creating custom verbiage for voice files
- Help create the IVR call flow for voice prompts
Senior Voice Analyst
Mindful/VHT
03.2020 - 01.2023
- I Collaborated with cross-functional teams to edit and process voice files, for both prem and cloud. Create and maintain a voice file record list and voice file collection for all clients. Create documentation that pertains to voice file work. Record voice files for clients using Amazon Polly.
- I helped Improve internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various voice file tasks.
- Validated results and performed quality assurance to assess the accuracy of voice files.
- Supported clients with creating custom verbiage for voice files
- Help create the IVR call flow for voice prompts
Voice Analyst
VHT
10.2015 - 02.2020
- I Collaborated with cross-functional teams to edit and process voice files, for both prem and cloud. Create and maintain a voice file record list and voice file collection for all clients. Create documentation that pertains to voice file work. Record voice files for clients using Amazon Polly.
- I helped Improve internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various voice file tasks.
- Validated results and performed quality assurance to assess the accuracy of voice files.
- Supported clients with creating custom verbiage for voice files
- Help create the IVR call flow for voice prompts
Janitor
Cleveland State University
10.2014 - 08.2015
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Supported waste management efforts by collecting trash, recycling materials, and disposing of them properly.
- Contributed to a welcoming environment by maintaining clean and organized common areas such as lobbies and conference rooms.
Education
Associate of Applied Science - Recording Arts Technology
Cuyhoag Community College
2900 Community College Ave, Cleveland, OH 4411508.2015
Associate of Arts - Radio And Television Broadcasting
Ohio Center For Broadcasting
9885 Rockside Rd #160, Valley View, OH 4412506.2010
Skills
- MS Excel
- Team Collaboration and Leadership
- Documentation And Reporting
- Information Gathering
- Continuous Improvement
- Excel proficiency
Phone
(216) 451-4958, (216) 209-6571
References
- Laurence Wade, 90 Deep Productions, (216) 269-2611
- D AP, Ohio Sound Lab, (216) 374-3981
- Telika Kidd, IMTK Liberty Tax, (216) 326-4896
Timeline
Senior Voice Analyst
Mindful By Medallia
01.2023 - Current
Senior Voice Analyst
Mindful/VHT
03.2020 - 01.2023
Voice Analyst
VHT
10.2015 - 02.2020
Janitor
Cleveland State University
10.2014 - 08.2015
Associate of Applied Science - Recording Arts Technology
Cuyhoag Community College
Associate of Arts - Radio And Television Broadcasting
Ohio Center For Broadcasting