Andrew Lederer
Raleigh,NC
Summary
Dynamic Team Lead with a proven track record in resolving complex customer escalations and fostering employee development through effective mentoring and conflict resolution. Over 6 years of experience in customer support demonstrates a strong commitment to enhancing agent productivity and growth, complemented by a collaborative leadership style that inspires team cohesion. Evident adaptability through the incorporation of real-time feedback from frontline employees to optimize daily operations. And a readiness to leverage these skills in a new team supervisor role, driving both individual and organizational success.
Overview
6
6
years of professional experience
Work History
Repair Lead Customer Support
Spectrum
Morrisville, NC
12.2025 - Current
- Self-motivates, with a strong sense of personal responsibility.
- Works effectively in fast-paced environments.
- Works to assist and resolve escalated situations with front line employees and customer's complaints.
- Assists with new leadership training and growth.
- Collaborative with subject matter experts to overhaul general operational systems, tools and personal, increasing productivity and efficiency.
- Leads and motivates colleagues to be productive and engaged while working on team related projects and presentations.
- Facilitates front line and leadership staff meetings regarding new processes and procedures.
- Overviews and summarizes high-impact corporate grievances into actionable reports to guide decision-making within the worksite.
Chat Customer Service Representative 3
Spectrum
12.2019 - 01.2025
- Managed customer inquiries and complaints via phone and chat for a Charter Spectrum.
- Assisted customers in troubleshooting technical issues and resolving problems efficiently.
- Supported customers in setting up and installing video repair and self-install equipment.
- Maintained a high level of professionalism and provided excellent customer service at all times.
- Utilized strong communication skills to effectively communicate with customers and provide assistance.
- Collaborated with team members to improve processes and enhance the overall customer experience.
- Worked with new-hire classes, live demonstrations of proper practices, behaviors and tool utilization in the customer support space.
- Managed multiple tasks simultaneously and met deadlines in a fast-paced work environment.
- Handled confidential customer information with integrity and ensured data privacy and security.
Education
Diploma -
Sanderson High School
Raleigh, NCSkills
- Patience
- Excellent communication
- Problem-solving aptitude
- Decision-making
- Time management
- Conflict resolution
- Teamwork and collaboration
- Team leadership
- Multitasking
- Goal setting
- Coaching and mentoring
- Cross-functional team management
- Adaptability and flexibility
- Training and development
Accomplishments
- Representative Level 2 and 3. Taking on more complex tasks, and having more access to higher level tools and applications used to support both customer and company.
- Spectrum Gold For the year of 2022.
- Deadria's Diamonds Performance Achievement
- Spectrum Bronze and Silver performance Achievement
Timeline
Repair Lead Customer Support
Spectrum
12.2025 - Current
Chat Customer Service Representative 3
Spectrum
12.2019 - 01.2025
Diploma -
Sanderson High School