Andrew Peter Williams
Houston,,TX
Summary
Diligent customer support professional skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
6
6
years of professional experience
Work History
Senior Customer Support Specialist
Hello Heart
03.2022 - Current
- Resolve concerns with products or services to help with retention and drive sales.
- Provide primary customer support to 300+ internal and external customers weekly.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Support Representative
Sana Benefits
01.2020 - 02.2022
- Connected with customers to address questions and resolve issues through phone and email.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Contributed ideas and practical solutions to support process improvement efforts.
Barista Shift Supervisor
Starbucks
12.2018 - 05.2020
- Advised customers on whole bean and bulk tea purchases by detailing origin, flavor, and pairing recommendations.
- Developed coffee beverage menu, recipes, specialty coffee drinks, and appropriate menu pricing.
- Generated friendly atmosphere by encouraging employees to greet and speak to customers.
- Accurately completed end-of-day financial tasks worth over $5-7K of cash and card transactions daily.
Education
Bachelor of Science - International Business Management
Lone Star College
Spring, TX06.2028
Skills
- Customer service excellence
- Ticket management
- Sales Support
- Escalation management
- Customer Response
- Email and live chat support
Timeline
Senior Customer Support Specialist
Hello Heart
03.2022 - Current
Customer Support Representative
Sana Benefits
01.2020 - 02.2022
Barista Shift Supervisor
Starbucks
12.2018 - 05.2020
Bachelor of Science - International Business Management
Lone Star College
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