Aundrea Smith
Portland,USA
Summary
Experienced professional with a strong background in customer interactions and service solutions. Skilled in conflict resolution, communication, and problem-solving to ensure customer satisfaction and loyalty. Collaborative team player who can adapt to changing needs and consistently deliver results through efficient and empathetic service. Known for reliability and a proactive approach to achieving customer and organizational goals.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
TriMet
01.2016 - Current
- Record information received from customers. Respond to customers who present complaints, commendations, service requests, and comments in person, by phone, or by mail
- Accurately enter information and responses in an automated customer service database. Verify that all codes, spelling, and grammar are correct
- Participate in various committees or special projects intended to develop recommendations around customer comment database. Type reports, and correspondence, and enter data for programs pertaining to Customer Service
- Respond to customer concerns by phone, mail, email, or in person. Provide general TriMet information and direction on how to use the system, our website, Ticket Vending Machines (TVMs), the retail sales outlets, our various fare programs, and other general information about TriMet
- Identify facts associated with customer concerns. Maintain a positive, problem-solving orientation when discussing customer concerns with internal and external customers
- Generate activity reports associated with the customer comment process
- Advise Customer Service Office Supervisor of situations or circumstances that affect agency performance.
- Expedite handling of customer comments that require immediate attention
- Acting Supervisor and assist with training
Customer Experience Specialist
TriMet
01.2016 - Current
- Take calls, provide advice or explanations for fares, services, walking routes-distance, mobile tickets, trip planning, Hop Fastpass, mailables, and eligibility information for Honored Citizen ID
- Respond to email correspondence providing a timely response for customers/tourists who can be under time pressures, frustrated, disabled, or are non-native speakers
- Set up auto-load, explain, and register customers for Hop Pass accounts, and website information
Medical Billing & Collections
Norco Medical
01.2015 - 01.2016
- Work with claimants to set up payment plans; collect and record payments
- Process electronic and paper billing and make adjustments to accounts, verify and request medical records
- Research claims for 10+ insurance companies. Review the information and determine eligibility for billing
- Pulled electronic information to build receivables reports for 16 branches and request appeals or authorizations
Service Associate
Farmers Insurance
01.2011 - 01.2014
- Analyze, clarify, and resolve policy and account questions/transactions from internal and external customers
- Validate information for new business, endorsements and renewal transactions
- Correspond with agents via phone calls and e-mail to gather and analyze information for underwriting
- Processes and inputs all necessary policy transactions through appropriate company systems
- Processed data entry and computes rates and premiums.
- Selected appropriate declarations, coverage forms, exclusions and optional coverage to complete a policy.
Support Specialist Student Employment
Portland Community College
01.2010 - 01.2011
- Answer incoming calls ranging from prospective employers to frustrated students and alumni while performing general office tasks, special projects, filing in a confidential setting
- Compose, type, edit and proofread material for on-line database
- Verify information for accuracy both over the phone and through internet research
- Provide front desk reception to visitors, schedule appointments and conduct phone appointment reminders supporting 4 counselors and 2 clerical staff. Organize files and information for staff and general public use
Intake Specialist
The Standard Insurance Company
01.2007 - 01.2010
- Answer incoming calls, voice mail or online questions for Life and Disability Insurance policy options, general information, claims, premiums and insured personal data changes managing multiple systems and screens.
- Adjust and update billing and payment information into company database in a timely manner
Customer Service/Collections Specialist
Wilshire Credit Corp
01.2004 - 01.2007
- Correspond with customers over the phone regarding delinquent mortgage payments, initiate appropriate action, and maintain complete collection records
- Operate in-house computer systems and variety of vendor software applications
- Record pertinent information in the company database obtained through verbal or written communication, including payment arrangements and other critical information
General Office/Credit Card Customer Service
Wells Fargo Bank
01.1997 - 01.2004
- Filed confidential and general information alphabetically and numerically
- Operate in-house computer systems and a variety of vendor software applications
- Communicate with customers over the phone to take payments, sell bank products and services, while accessing banking account information
- Answered multi-phone systems in a professional manner and transferred calls promptly
- Processed weighed, and stamped outgoing mail for pick-up and distributed incoming mail to various depts.
Education
MA - Human Services: Administrative Studies
Warner Pacific College
01.2018
BS -
Criminal Justice Corrections
01.2013
Associates -
General Studies
01.2012
Skills
- TriMet employee and Portland native with strong knowledge of the Portland Metro area and Google Maps TriMet customer service experience, Hop Fastpass, and programs, trip planning, payments and route knowledge
- 27 years of general administrative, cash handling/payments, conflict resolution and call center experience
- Data entry manage email/Twitter queries, filing, scheduling, and assisting visitors, including handling confidential information
- Active volunteer - providing informal counseling and advocacy support and advice to marginalized individuals in need
- A reliable and dependable employee who is given additional responsibilities and promoted quickly
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Complaint handling
- Call center operations
- Computer proficiency
- Problem resolution
- Complaint resolution
- Staff training
- De-escalation techniques
- Credit adjustments
Timeline
Customer Service Representative
TriMet
01.2016 - Current
Customer Experience Specialist
TriMet
01.2016 - Current
Medical Billing & Collections
Norco Medical
01.2015 - 01.2016
Service Associate
Farmers Insurance
01.2011 - 01.2014
Support Specialist Student Employment
Portland Community College
01.2010 - 01.2011
Intake Specialist
The Standard Insurance Company
01.2007 - 01.2010
Customer Service/Collections Specialist
Wilshire Credit Corp
01.2004 - 01.2007
General Office/Credit Card Customer Service
Wells Fargo Bank
01.1997 - 01.2004
MA - Human Services: Administrative Studies
Warner Pacific College
BS -
Criminal Justice Corrections
Associates -
General Studies
Similar Profiles
Diane RogersDiane Rogers
Transit Bus Operator at TrimetTransit Bus Operator at Trimet
Nancy BrunnerNancy Brunner
Bus Driver at TrimetBus Driver at Trimet
Fred BlakeFred Blake
Diesel Electric Locomotive Mechanic at TrimetDiesel Electric Locomotive Mechanic at Trimet
Paul ThompsonPaul Thompson
Founder & Consultant at Lindsell Consulting PlcFounder & Consultant at Lindsell Consulting Plc
Rachel BellRachel Bell
Strategic Consultant at Clyde ConsultingStrategic Consultant at Clyde Consulting