Audrey Freeman
Mabank,TX
Summary
Experienced with handling customer queries in live chat environments, providing quick and accurate responses. Utilizes effective communication and problem-solving to resolve issues promptly. Track record of maintaining high customer satisfaction through attentive and personalized service.
Overview
11
11
years of professional experience
Work History
Digital A4Me Advocate
UnitedHealthcare
Green Bay, WI
07.2023 - Current
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Managed complex chats with diligence, prioritizing tasks to ensure timely resolution of cases.
- Assisted individuals in navigating processes and procedures to resolve issues.
- Provided online demonstrations to educate customers on online help resources.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Assisted team leader with coaching and mentoring of new employees.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Participated in ongoing training programs to remain knowledgeable about industry trends and company offerings.
- Assisted in reducing response times, optimizing the allocation of resources for the live chat team.
- Successfully de-escalated tense situations with frustrated customers by demonstrating patience, empathy, and a solution-oriented approach.
- Supported continuous improvement initiatives by providing feedback on existing processes and suggesting areas for enhancement.
- Played an integral role in mentoring new team members, sharing expertise and best practices to enhance overall team performance.
- Consistently met or exceeded performance metrics for speed, accuracy, and satisfaction in live chat interactions.
- Adapted quickly to new software platforms and tools used within the live chat environment to maintain optimal efficiency levels throughout shifting circumstances.
- Managed multiple concurrent chats, maintaining a professional demeanor and timely responses under pressure.
A4me Phone Advocate
United Healthcare
Kingston, NY
08.2022 - 07.2023
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern
- Supported individuals with legal, physical or mental health concerns in dealing with routine needs and complex problems
- Organized supporting documentation for individuals under evaluation and coordinated paperwork transfers to correct staff members
- Onboarded and monitored program participants and guided each through entry-level stages
- Assisted interested parties in navigating admissions procedures and dealing with eligibility issues
- Delivered friendly service for needs like insurances and benefits, providing expert support in every interaction
Account Manager
Chrirosupply.com
02.2021 - 08.2022
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities
- Delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons
- Oversaw new business development and customer servicing
- Managed 300 accounts by reviewing and mitigating discrepancies and collaborating with account holders
- Listened attentively to client feedback and worked with product development team to introduce new services
- Introduced new processes to improve account and market tracking for better data analysis
- Developed highly profitable pipeline based on multiple sales penetration techniques
- Identified key entry points to enhance market penetration and effectively analyzed data increase profitability
- Improved account management by predicting potential competitive threats and outlining proactive solutions
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
- Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs
- Capitalized on emerging trends in customer preferences and marketplaces
- Exceeded sales goals and market competitions through effective negotiation of product and material pricing, freight and delivery rates and employee payment terms
- Liaised between account holders and various departments
- Contributed to annual revenue goals by selling new services and developing new accounts
- Reinvented team interaction with prospective clients by developing innovative and creative sales pitch
- Researched emerging industry trends, new applications, concepts and procedures for clients to update current training curriculum
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction
Supervisor
Chirosupply.com
Terrell, TX
11.2021 - 08.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Managed 60 - 100 calls per day
- Managed 6 employees at one time
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures
- Achieved results by working with staff to meet established targets
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently
- Conducted employee evaluations to provide feedback and set expectations for future job performance
- Coordinated employee schedules to keep pace with business needs and meet company demands
- Developed training, task and process guidelines and communicated clear and concise directions to employees
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs
- Monitored workflow to improve employee time management and increase productivity
- Organized contests and established goals to optimize productivity and improve employee morale
- Set overall vision and provided team leadership
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference
- Identified individual employee's unique work styles and adapted management methods
Deli Clerk
Brookshires
06.2020 - 02.2021
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads
- Delivered exemplary customer service to all guests, even in peak business periods to promote retention
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company
- Created appealing food arrangements for party trays and specialized orders
- Carefully prepared orders by slicing, weighing and packaging cheeses and meats and accurately calculated prices
- Maintained clean, trash-free workspaces to maximize productivity and safety
- Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests
- Promoted new or high-value food items by creating attractive displays in cases and other customer-facing areas
- Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments and garnishes
- Maintained proper signage and pricing information for displays, cases and counters
- Handled busy, fast-paced situations and agitated customers with relative ease while remaining professional and calm
- Calculated total items needed to assemble party trays and placed orders for inventory
- Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices
- Received payment via cash, check, card or mobile payment and processed promptly, resulting in Number% accuracy rate
- Used downtimes to prepare ingredients and restock supplies for expected busy periods
- Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures
- Promoted customer satisfaction by preparing food according to standard recipes with modifications based on individual customer requirements
- Checked refrigerated and frozen cases and replenished low stock every 4 hours
- Listened to customer requests and suggested additional menu items as appropriate to upsell products
- Listened carefully to customer instructions and prepared orders according to those preferences
- Kept work areas clean, neat and sanitized to prevent possible illness or injury among coworkers and customers
- Greeted customers at deli counter to fulfill requests and answer questions
- Stored refrigerated and frozen items at correct temperatures to comply with food safety rules
- Offered product samples to customers, generating additional sales through taste-testing
- Opened new inventory and rotated stock by dates to maintain freshness
Food Service Worker
El Chifrijo Food Truck
01.2020 - 03.2020
- Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures
- Used downtimes to prepare ingredients and restock supplies for expected busy periods
- Promoted customer satisfaction by preparing food according to standard recipes with modifications based on individual customer requirements
- Maintained composure and work quality while under stress
- Checked prices for customers and processed items sold by scanning barcodes
- Operated cash register for cash, check and credit card transactions with 100 % accuracy
- Reviewed and resolved differences between accounting information and cash drawer
- Counted cash in register drawer at beginning and end of shift
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Helped over 150 guests every day by processing payments, monitoring reward accounts and resolving service concerns
- Completed sales in excess of $2500 with near-zero error rate using POS system
- Arranged paper and electronic payment records to maintain well-organized fill systems and recordkeeping compliance
- Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches
- Organized and reported on financial information to document payment histories and assist with sound financial accounting
- Reviewed weekly sales circulars and monitored price changes
- Increased sales 60% by offering advice on purchases and promoting additional products
- Mentored new team members on POS system operation, customer service strategies and sales goals
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance
- Requested official identification for alcohol purchases and verified details, consistently meeting strict legal standards of underage sales
- Served needs of more than 70 customers in busy work environment
- Educated customers on promotions to enhance sales
- Assisted customers with special services, account updates and promotional options
- Answered questions about store policies and concerns to support positive customer experiences
- Used cash registers and POS systems to request and record customer orders and compute bills
- Worked closely with owner to solve problems and handle customer concerns
- Worked with owners to complete daily counts and maintain funds security to minimize theft and mismanagement risks
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance
- Prepared and submitted end-of-shift reports using FOODA
- Assisted customers by answering questions and fulfilling requests
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency
- Trained as assistant and provided back-up coverage to provide customers with optimal support
- Increased machine efficiency by scraping and pre-washing dishes
- Worked with chemicals such as detergent, rinse agents and sanitizers to protect customer health
- Maintained proper temperatures, behaviors and controls to meet or exceed health department standards
- Scraped, washed and efficiently restacked dishware, utensils and glassware to keep kitchen ready for customer demands
- Washed equipment, surfaces, refrigerators and other areas and applied sanitizing chemicals
- Completed extra cleaning work on garbage cans, racks, dry storage areas and other fixtures to keep kitchen spotless
- Moved items from main storage areas to easily accessible small fridge, freezers and containers to support kitchen staff efficiency
- Assisted with kitchen prep work to help operations run smoothly and meet customer needs
- Used sink sprayer to loosen food residue and enhance cleaning
- Kept kitchen areas neat and clean by removing trash and organizing supplies
- Boosted team efficiency by keeping kitchen areas organized, clean and properly sanitized
- Maintained clean and contaminant-free cooking equipment and receptacles through disinfecting and sanitizing
- Cleared, washed and stacked all plates, dining utensils and trays quickly and without breaking
- Disinfected counters and wiped down food prep surfaces to prevent illness and cross-contamination from raw meats
- Kept work area clean, dry and free of debris to prevent incidents and accidents
Pet Sitter
Rover.Com
01.2015 - 12.2019
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets
- Collected animal waste produced on walks and discarded in trash or approved receptacles
- Provided top-notch customer service to every customer and exceptional care to all animals
- Performed basic wound care and other medical aid, working with veterinarians to handle advanced cases
- Monitored animals for signs of disease, illness or injury and communicated concerns to owners
- Maintained animal health and wellbeing by brushing coat, trimming nails, cleaning ears and providing other types of basic care
- Performed pet intake to gain necessary information concerning health, behaviors, potential allergies and other details to provide complete records and methods of owner contact
- Carefully clipped nails and trimmed hair around pads and paws, using gentle approach for anxious pets
- Managed inventory, ordered new supplies and maintained optimal storage to meet expected needs
- Maintained clean and organized boarding areas to promote animal wellbeing
- Restocked supplies and rotated items to maintain efficient operations and prevent expiration of perishable goods
- Followed effective process for bathing and grooming dogs to remove dirt, loose hair, parasites and hair mats
- Kept cages, kennels, play yards and grooming areas neat and clean
- Followed all pet care instructions, including dietary needs and medication regimens
- Monitored health and behavior of animals by looking for urine and fecal output, completing weight checks and observing appetite during feeding
- Administered insulin medications to animals in treatment on regular, scheduled basis and documented any changes in condition
- Worked with more than 10+ animals each day to provide skilled bathing and grooming services
- Worked 24-hour shifts with oversight of 2+ animals in kennels or holding pens
- Swabbed ears to remove wax and dirt, removing extra hair to allow air to circulate freely and avoid infection
- Maintained and updated daily log of time spent with dogs for calculating payments, itemizing activities and services provided
- Mixed and administered special food formulas to individual animals based on unique dietary needs
- Monitored animal behavior and completed examinations to identify illnesses, injuries or potential diseases
- Met with clients to discuss cut and style preferences prior to caring for animals
- Kept animal coats clean and healthy with regular washing, grooming and trimming
- Cared for sick or injured animals by seeking out veterinary care and notifying owners
Cashier
Great American Package
08.2015 - 05.2019
- Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers
- Checked prices for customers and processed items sold by scanning barcodes
- Reviewed and resolved differences between accounting information and cash drawer
- Operated cash register for cash, check and credit card transactions with [Number] % accuracy
- Counted cash in register drawer at beginning and end of shift
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Helped over 150 guests every day by processing payments, monitoring reward accounts and resolving service concerns
- Completed sales in excess of $5000 with near-zero error rate using POS system
- Arranged paper and electronic payment records to maintain well-organized fill systems and recordkeeping compliance
- Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches
- Organized and reported on financial information to document payment histories and assist with sound financial accounting
- Reviewed weekly sales circulars and monitored price changes
- Mentored new team members on POS system operation, customer service strategies and sales goals
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance
- Requested official identification for alcohol purchases and verified details, consistently meeting strict legal standards of underage sales
- Completed manual and machine counts of funds for transactions valued at over $7000
- Served needs of more than 2 customers in busy weekend environment
- Answered questions about store policies and concerns to support positive customer experiences
- Used cash registers and POS systems to request and record customer orders and compute bills
- Worked closely with owner to solve problems and handle customer concerns
- Worked with owner to complete daily counts and maintain funds security to minimize theft and mismanagement risks
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency
- Assisted customers by answering questions and fulfilling requests
Cashier
Dukes Burgers
05.2017 - 10.2017
- Assisted customers by answering questions and fulfilling requests
- Used cash registers and POS systems to request and record customer orders and compute bills
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Worked closely with manager to solve problems and handle customer concerns
- Educated customers on promotions to enhance sales
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Counted cash in register drawer at beginning and end of shift
Bartender
Coconut Island Bar & Grill
07.2015 - 01.2016
- Polished glassware, bussed tables and removed debris to keep customer areas fresh and clean
- Developed new signature cocktails to support bar marketing brand and increase profits
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers
- Set up bar for operation, obtained cash bank and stocked service bar
- Upsold daily specials and beverage promotions to exceed daily sales goals
- Poured and prepared mixed drinks for over 250 customers daily and created new libations drawing in clientele
- Assisted in preparing dining room for special upcoming functions, including decorating and generating and printing out special group menus using notes
- Upsold menu items to customers, driving up per sale revenues and maximizing profits
- Set up glassware, liquor and other necessary supplies for special events
- Managed accurate register and produced daily sales reports backing up inventory usage numbers
- Kept alcoholic beverages well-stocked and organized to meet expected demands
- Waited on up to 43 customers at bar and at 150-table bar area
Purchaser
B&M Tool Company
03.2014 - 01.2015
- Worked in warehouse: sealing pipes to be sent off, running thread machine for pipes
- Incorporated advanced level NA proficiency for growth and training initiatives
- Negotiated with suppliers, vendors, and other representatives
- Computed and created purchase orders in NA to monitor stock levels, verify purchase requisitions and expedite customer orders
- Worked with departments to find new and better items to fulfill diverse needs
- Maintained documentation for all purchases
- Maintained and reviewed computerized records of items purchased and costs associated with purchases
- Accepted and processed supply requests from staff, and placed orders per procedures
- Negotiated policies and contracts with vendors to achieve optimal pricing and consistent availability
- Managed vendor purchase order process including dispatch, delivery and invoicing to set contractual guidelines and maintain budgetary regulations
- Ensured items received were items that were ordered by verifying receipts
- Researched new vendors and partners to obtain most cost effective pricing for goods, saving company $1000s in one year
Education
High School Diploma -
Poteet High School
Mesquite04.2006
Skills
- Live chat support
- Building Trust and Relationships
- Problem Resolution
- Customer Inquiries
- Teamwork and Collaboration
- Active listening
- Interpersonal skills
- Attention to detail
- Building trust and relationships
- Effective multitasking
- Time management
- Problem resolution
- Computer proficiency
- Conflict resolution
- Product knowledge
- De-escalation techniques
- Building rapport
- Calm and professional under pressure
- Reliability
- Medical terminology
Accomplishments
- Sent out daily emails containing UES surveys
Timeline
Digital A4Me Advocate
UnitedHealthcare
07.2023 - Current
A4me Phone Advocate
United Healthcare
08.2022 - 07.2023
Supervisor
Chirosupply.com
11.2021 - 08.2022
Account Manager
Chrirosupply.com
02.2021 - 08.2022
Deli Clerk
Brookshires
06.2020 - 02.2021
Food Service Worker
El Chifrijo Food Truck
01.2020 - 03.2020
Cashier
Dukes Burgers
05.2017 - 10.2017
Cashier
Great American Package
08.2015 - 05.2019
Bartender
Coconut Island Bar & Grill
07.2015 - 01.2016
Pet Sitter
Rover.Com
01.2015 - 12.2019
Purchaser
B&M Tool Company
03.2014 - 01.2015
High School Diploma -
Poteet High School