Anna Caitlyn Bianchi
Technology, Customer Service Management
McKinney,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance Focusing on team development and agile creative problem solving for emerging client and customer support systems.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Senior Customer Service Analyst- Customer Service
Accenture
Houston, TX
04.2022 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recorded account information to open new customer accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed Applications and gathered all documentation needed to assist customers needs.
- Salesforce used to process customer requests and track calls.
- Microsoft Office including Excel and proprietary application used to track and consolidate customer information for application processing.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Documented and detailed calls and complaints using call center's CRM database.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Liaison between external customer and internal customer to create resolutions for external customers inquiries.
- Managed over 15 applications per day and took 10-20 client calls during peak business' months application line.
- Managed over 45 calls per day during peak business' months with client line.
Impossible Craftworkz
Impossible Craftworkz
Euless, TX
02.2020 - Current
- Custom Seamstress, Crochet, Knit, and Woven Fiber Arts, Pyrography
- Artist
- Social Media Marketing
- Project Management
- Time Management
- Customer Service
- Pattern development for men with beards
- Business plan development to expand into sales of created custom pieces
- Record Keeping and documentation of donated creations
- Professional development of self
- Research and Development of skills use historically - present era
- Accountant
- Content creation and moderation
- Education of others in artworks listed above
- Donation of time to creating masks during pandemic to CDC codes for personal use
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Delivered custom crafts with time sensitive turn around
- Developed fast solutions when machinery had to be serviced while still maintaining deadlines.
- Adobe Suite proficiency to create patterns
- Managed over 1000 custom produced items from development to delivery
Customer Service Senior Analyst-Team Lead
Accenture Flex
Houston, TX
02.2022 - 03.2022
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Innovating scripts through collaboration with Team Leads, Quality, and chat agents who created work sheets for themselves, by organizing existing scripts to assist chat agents in quick responses that maintained customer service expectations of grammar and etiquette in dynamic easy to navigate format.
- Fostered inclusive work environment with open door policy so team could take ownership of their work and develop their team experience using provided performance management process.
- Successfully managed team of 25 and developed 8 leaders within my teams.
Customer Service III
Artech
Morristown, NJ
03.2021 - 01.2022
- Project promotion from Customer Service Rep, Tech Service Lead, Training Service Lead, Secondary Service Lead, Primary Service
- Lead, to Team Lead
- Provide one call resolve or create escalations to assist with resolve of client’s customers issues
- Grammatically correct and accurate recordkeeping
- Knowledge of Microsoft Office
- Tech support for team by trouble shooting known issues and resolving or getting agents with help desk
- Providing further on job training of diagnosing common problems and how to escalate for resolve
- Providing further training on technology to do job
- Knowledge on how to use Service Now
- Provide support to team to assist them with proper diagnosis of client’s customers issues
- Assisting members of management and team with daily tasks
- Providing Servant Leadership to grow team into assets on project for professional development and encourage continuous improvement to meet QA and Metrics
- Quality Assurance reports
- Metrics analysis and reporting
- Develop tools/training to assist team members
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed over 80 contacts per agent per day while improving customer resolve rate.
Customer Service Specialist
Rainforest Café
Grapevine, TX
09.2019 - 03.2020
- Time management to ensure prompt service of multiple guests
- Working as group to ensure open and close procedures are done
- Communicating effectively through Aloha systems to Ensure all guests needs are met
- Using metrics to improve training and communication within to improve Overall performance
- Provide great guest first service with value added
- Provide opportunities to improve experience with sales recommendations
- Deescalate problems and provide solutions
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed to take over 50 tables while increasing PPA by 10%
Office Manager
Beer Dudes Mobile Canning
Denton, TX
07.2018 - 01.2019
- Project Management for Delivery of goods that required coordination between clients, vendors, and warehouse and canning teams
- Financial Record keeping using Quick Books
- Work within time constraints to provide quality products
- Vector Image Editing for clients to submit to vendor to request printing proofs
- Schedule Canning Teams locations and accommodations
- Maintain regular inventory of goods
- Develop Training and Job Descriptions
- Set Up Procedures for Accurate Billing
- Assist in setup of CRM HubSpot
- Billing and collections of Clients
- Deescalate situations between owner, staff, clients, venders
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Maintained CRM database with customer updates and report generation.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Evaluated employee records and productivity to complete employee evaluations.
- Developed standard operating procedures for all employees.
- Maintained computer and physical filing systems.
- Managed 8 employees in different teams
Bartender/Shift Supervisor/Manager
Umbra
Grapevine, TX
02.2017 - 06.2018
- Time management to coordinate guest experience with normal day or special events
- Special Events execution of plans to provide exceeding expectations experience
- Coordinate to provide Guest centered experience by catering to each person’s specific needs
- Active listening to exceed guests’ expectations of service
- Oversaw and monitored cash drawers and reconciled drawers against cash register reports at close of business including petty cash.
- Supervised and trained staff on preparing and delivering drinks, handling food and money and setting up bar at beginning of shift and breaking down at end of shift to facilitate operations.
- Developed new signature cocktails to support bar marketing brand and increase profits.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Trained ten new bartenders on drink preparation, product promotion, garnish preparation and sanitation protocol.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
- Facilitate Communication between owners, vendors and staff to ensure we had all our guests needs met
- Provide value added solutions to every guest every time to drive sales
- Provide Kitchen prep and running small kitchen during shift, assisting in training of staff on kitchen, and assisting in any kitchen prep and clean up.
- Developed new signature cocktails to support bar marketing brand and increase profits
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals
- Served high customer volumes during special events, nights and weekends
- Taught employees bar sales techniques, resulting in higher profits
- Followed alcohol awareness procedures for preventing excessive guest intoxication
- Crafted special drink and cocktail menu items for seasonal offerings
- Kept alcoholic beverages well-stocked and organized to meet expected demands
- Assisted servers with specialty drinks orders by preparing on-demand items without delay
- Obtained cash bank and stocked service bar to prepare for operation
- Adhered to state laws regarding alcoholic beverage services and customer regulations
Tech Support Representative/Sales/telecommute
Telenetwork now One Support
Austin, TX
12.2014 - 02.2017
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Submitted service tickets for equipment maintenance requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular, DLS, Dial-up and satellite.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
- Developed class on sales techniques for upselling customers on services to keep them up and running.
Education
Some College (No Degree) -
Tarrant County College District
Fort Worth, TX 08.2010 - 05.2012
High School Diploma -
Rogers High School
Rogers, AR 08.1994 - 05.1998
Skills
Coaching and mentoring
Creative problem solving
Technical Support
Windows 10 and 11
Microsoft Outlook
Mac systems
MS Office
G-Suite
Accomplishments
- Training on professional development, record keeping, client confidentiality, and HIPPA 2020-
- Delivering hand crafted masks to the public during covid and developing patterns that work for individual needs while still providing protection.
- Establishes a base on how to develop teaching to share with others, and how to be a beginner.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 30 staff members.
- Drove success by developing a environment of inclusion and open door policy for feed back
- Developed sales training for add on services.
- Took a low preforming team and coached to success.
Affiliations
- Phi Theta Kappa
- American TaeKwonDo Association
- United Studios for Self Defense - Shaolin Kempo
Timeline
Senior Customer Service Analyst- Customer Service
Accenture
04.2022 - Current
Customer Service Senior Analyst-Team Lead
Accenture Flex
02.2022 - 03.2022
Customer Service III
Artech
03.2021 - 01.2022
Impossible Craftworkz
Impossible Craftworkz
02.2020 - Current
Customer Service Specialist
Rainforest Café
09.2019 - 03.2020
Office Manager
Beer Dudes Mobile Canning
07.2018 - 01.2019
Bartender/Shift Supervisor/Manager
Umbra
02.2017 - 06.2018
Tech Support Representative/Sales/telecommute
Telenetwork now One Support
12.2014 - 02.2017
Some College (No Degree) -
Tarrant County College District
08.2010 - 05.2012
High School Diploma -
Rogers High School
08.1994 - 05.1998