ANDREW STODDART
Pocatello,ID
Summary
I am a reliable and self-motivated professional with a powerful work ethic and eagerness to maximize my abilities, while aiding in the success of an organization. I deliver exceptional service by consistently displaying strong time management, multi-tasking, and problem-solving skills. Able to learn new systems quickly and handle an abundant workload. Highly accountable, goal-oriented, and results driven; genuinely enjoy helping others and taking on new challenges. Always seeking to evolve professionally and personally.
Overview
12
12
years of professional experience
Work History
Seasonal Construction Laborer
Direct Communications Specialists
Pocatello, ID
03.2024 - Current
- Maintenance and repair: of damaged lines in fiberoptic network, such as pulling fiber lines out and running new lines through utility pipes
- Hand Dig Trenches by hand to run new fiber to residential and commercial customers
- Heavy Equipment operating: such as forklifts, Ditch witches, Back hoes, directional drills to complete job duties not able to be done by hand
- Manual Labor: Hand digging trenches, Cleaning job site after compeltion, lifting and carrying materials, Hand pulling fiber from pipes
- Team Collaboration: Working with a crew each day, being able to understand duties given by supervisor and assisting fellow crew members with day to day tasks in a professional and respectful manner
- Inventory Management: utilizing programs such as google sheets to report inventory being taken from the warehouse to be used for our daily tasks
- Towing Equipment: familiarity with backing truck to trailer hitch, Ensuring the hitch is properly connected and lights are working before departing from warehouse. Safely towing equipment to job destination
- Analytical Thinking: Being able to come up with solutions when a job has roadblocks. Being able to clearly communicate ideas to crew members and/or supervisor
Front Line Leader
WNS Global Services (rebadge from former Allstate employer)
Pocatello, ID
12.2022 - 03.2024
- Quality Assurance - Review recorded calls and provide accommodating feedback; share best practices on how to maintain call control and meet performance expectations
- Minimum of for per month per rep with class of 20
- Mentorship - Prepare new hire classes for production; conduct individual coaching's and daily huddle meetings
- Collaborate with partnering supervisors to divide tasks and provide reliable support in a remote working environment
- Leadership - Front line leader for new hire batch recently
- Responsibilities included payroll being accurate by the end of each pay period, Behavioral action plans, performance plans to ensure everyone would graduate before production period
- Responsible for team of 20 as of 6/2023
- Also have been front line leader for prior teams where we have been team of the month consultive months throughout the year
- Daily Huddles - Running a daily huddle for my team, Sharing trends and month to date metrics, Engaging open conversations amongst team for a collective goal we can drive towards in a positive atmosphere
- High Performance - Nominated for 'Premier Customer Service Senior Associate of the Quarter' for exceptional performance metrics and leadership qualities
- Strategic Planning - Generate weekly reports and performance metric charts for various teams to analyze what is adding value and create action plans for increasing agent performance
Licensed Customer Service Representative
ALLSTATE Customer Contact Center
Pocatello, ID
06.2018 - 12.2022
- Quality Assurance - Review recorded calls and provide accommodating feedback; share best practices on how to maintain call control and meet performance expectations
- Mentorship - Prepare new hire classes for production; conduct individual coaching's and daily huddle meetings
- Collaborate with partnering supervisors to divide tasks and provide reliable support in a remote working environment
- First-Call Resolution - Complete required phone time while simultaneously providing leadership support
- Confidently able to deescalate and build customer rapport; reconcile complex clerical and billing issues using various software programs
- Self-Service Expert - Responsible for promoting Allstate Mobile App branding and self-service, ranking highest in division
- Front-Line Leader - Selected to fill leadership gap to singlehandedly support a team of 16 agents and recognized as top performers consecutively
- Responsible for running a weekly huddle with the Leadership Division
- Accountability for my representative's performance each month
- Setting attainable performance goals for representatives in our coaching's
- High Performance - Nominated for 'Premier Customer Service Senior Associate of the Quarter' for exceptional performance metrics and leadership qualities
- Strategic Planning - Generate weekly reports and performance metric charts for various teams to analyze what is adding value and create action plans for increasing agent performance
- Licensed/Unlicensed Service - Fielded incoming calls to appropriate departments to meet insurance needs; consistently met customer satisfaction and upselling goals by offering additional products
Winding Assistant /Laborer
Virginia Transformer Company
Pocatello, ID
03.2018 - 06.2018
- Forklift Operator - I learned how to operate a forklift and would move heavy product to and from departments in the site
- Winding Assistant - I would assist lead winders in wrapping Transformer coils, Once the coil was complete from assembly would take precise measurements and either disassemble or add more to it depending on measurement needs before shipment to new department
- Site Cleanup - At the end of each shift would clean and sweep before new shift arrived
- Would make sure workstations were clean and ready for new shift employees to start their day
- Safety Protocols - Would ensure to follow site safety protocols each shift while operating heavy equipment to avoid any workplace injuries to myself or fellow employees
- Overtime - Operating a minimum of 10-hour days, 6 days a week
- Usually working over 10 hours depending on project deadlines
Case Management Specialist
Convergys
Pocatello, ID
12.2012 - 03.2018
- Customer Service - Resolved DirecTV customer concerns and partnered with Engineering Dept and onsite Service Technicians to troubleshoot equipment issues
- Order Processing - Efficiently completed new customer orders, and updated existing customer's program packages, while offering other beneficial products and services
- Floor Support - Responsible for taking escalated calls and providing reliable agent support
- VIP Call Project - Assisted high profile customers with technical issues as a direct line of support for their needs; kept detailed record of customer interactions and transactions
Education
High School Diploma -
Pocatello High School
Pocatello, ID05-2010
Skills
- Analytical Thinking
- Leadership and Mentorship
- Reliable and Punctual
- Accountability and Adaptability
- Relationship Building
- Creative Problem-Solving
- Decision Making
- Prioritization
- Self-Motivated
- Goal-Oriented
Educationtraining
- Pocatello High School | Diploma 2009
- Property and Casualty Insurance Licenses | 50 States
- Insurance and Risk Management
- Microsoft PowerPoint, Outlook, Excel, and Word | Types 80 WPM and 10-key by touch
Timeline
Seasonal Construction Laborer
Direct Communications Specialists
03.2024 - Current
Front Line Leader
WNS Global Services (rebadge from former Allstate employer)
12.2022 - 03.2024
Licensed Customer Service Representative
ALLSTATE Customer Contact Center
06.2018 - 12.2022
Winding Assistant /Laborer
Virginia Transformer Company
03.2018 - 06.2018
Case Management Specialist
Convergys
12.2012 - 03.2018
High School Diploma -
Pocatello High School
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