Andrew Letrick
Bennington,NE
Summary
Dedicated professional with knowledge of service delivery and proven multitasking abilities. Extensive background in customer service and inquiry resolution. Committed to maintaining professional relationships to increase profitability and drive business results. Driven to improve self and expand skillset in any given environment. Self-motivated and true team player.
Overview
10
10
years of professional experience
Work History
Provider Services Representative
Blue Cross and Blue Shield of Nebraska
09.2024 - Current
- Maintained an issue resolution rate of 95% while taking on multiple different skills
- Supported both tenured employees and new hires in chat communications (Teams)
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Identified and resolved discrepancies and errors in customer accounts.
Concierge Service Advocate II
Blue Cross and Blue Shield of SC
10.2023 - 09.2024
- Maintained metrics of 94%+ for First Contact Resolution and Customer Satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
Customer Care Representative
Duke Energy
01.2022 - 07.2023
- Helped large volume of 50+ customers every day with positive attitude and focus on customer satisfaction.
- Logged call information and solutions provided into internal database.
- Utilized remote diagnostics to check voltage of meters and review billing inquiries with customers
Senior Support Advisor
Apple / Kelly Services
03.2021 - 12.2021
- Tracked KPIs and created continuous improvement plans.
- Analyzed and developed service goals for in-bound call center.
- Picked up 6 lines of business for iOS tier 1, Mac tier 1, Multimedia Services, Apple Pay, Apple Cash, and Apple Care
- Utilized remote diagnostics and screen sharing software to assist customers with troubleshooting technical issues
Lead Customer Service Representative
Blythewood Oil Company
07.2015 - 08.2018
- Planned schedules and workflows based on expected customer demands
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Assisted with payments and customer service of accounts with revolving credit limits from 1,000 dollars to 10,000 dollars for multiple local diesel trucking companies that we serviced
Education
High School Diploma -
Connections Academy
Columbia, SC06.2013
Skills
- Technical problem-solving
- Presentation skills
- Issue resolution
- Service excellence
- Accurate documentation skills
- Strong detail orientation
- Experienced with SAP systems
- Computer hardware troubleshooting
- Operating system troubleshooting
Timeline
Provider Services Representative
Blue Cross and Blue Shield of Nebraska
09.2024 - Current
Concierge Service Advocate II
Blue Cross and Blue Shield of SC
10.2023 - 09.2024
Customer Care Representative
Duke Energy
01.2022 - 07.2023
Senior Support Advisor
Apple / Kelly Services
03.2021 - 12.2021
Lead Customer Service Representative
Blythewood Oil Company
07.2015 - 08.2018
High School Diploma -
Connections Academy
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