BreAnne Andrews
Amherst,TX
Summary
Dynamic, customer-focused professional with extensive experience in customer service, both online and in person, written and verbal. Seeking a role that fosters sustainability and growth while accommodating unique needs. Proven ability to communicate effectively with colleagues and clients, while maintaining a professional demeanor. Committed to continuous learning and improvement, with a strong willingness to embrace new programs and constructive feedback. Passionate about delivering exceptional service and ensuring confidentiality in all interactions, while eager to contribute skills in a supportive work environment.
Overview
25
25
years of professional experience
Work History
Health Plan Specialist
Medica
10.2024 - Current
- Enhanced member satisfaction by effectively addressing and resolving health plan inquiries and concerns.
- Resolved customer inquiries promptly, ensuring high levels of satisfaction and retention.
- Assisted customers in navigating company website and improving overall user experience.
- Participated in multiple plan training programs to enhance product knowledge.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for members.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Stamp Designer
Taylored Expressions
01.2015 - 2023
- Designing artwork to meet the Stamp company requirements and design requests.
- Adjusting as necessary, providing any revisions requested.
- Meeting specified deadlines.
- Providing all designs in the requested and required file formats.
- Keeping new design requests confidential until released for sale.
- Creation of new designs without request that I feel may be of use and promote sales.
Customer Service Representative
Qurate Retail Group, QVC
01.2021 - 2022
- Working from home office
- Unsupervised position
- Incoming call customer service
- Low avg call time
- Fixing errors
- Multi-tasking
- Diffusing situations with angry customers
- Issuing refunds, billing cards
- Issuing replacements, tracking shipments
- Making judgement calls on the spot
- Researching information as needed
- Taking orders
- Time management
- Upsells
- Fielding questions, addressing concerns
- Recognizing questionable actions, referring acct to the appropriate department
- Inputting necessary requests to appropriate departments
- Follow up when necessary
- Removing/adding payment methods
- Handling confidential information
Census Enumerator
US Census Bureau
03.2020 - 10.2020
- Working unsupervised in a field position
- Face to face contact to preform interviews
- Attain and input all necessary information using an iPhone
- Obtaining information in hostile environments, diffusing situations
- Travel to multiple areas
- Completing assignments in a timely manner
- Conducted thorough surveys to collect accurate demographic data from households.
- Ensured data integrity by verifying responses and resolving inconsistencies during data collection.
- Collaborated with team members to strategize outreach efforts for hard-to-reach populations.
- Visited assigned neighborhoods and knocked on doors to encourage participation in Census.
- Interviewed residents in assigned areas to explain purpose of Census, ask questions and record answers.
- Met with supervisor to review procedures, report issues or concerns and receive instructions.
- Maintained strict confidentiality with sensitive personal information, ensuring compliance with federal regulations.
- Adapted quickly to changing circumstances, including inclement weather and challenging neighborhood conditions during fieldwork.
- Utilized strong communication skills for navigating language barriers and cultural differences among respondents.
- Utilized various technologies, such as handheld devices and mapping software, streamlining enumeration processes and improving overall efficiency.
- Attended team meetings to develop job knowledge.
- Maintained and submitted records of hours worked, miles driven and expenses incurred to facilitate accurate reporting measures.
Receptionist
First American Title & Escrow, John Deere Landscapes, AAES Cabling Service
01.2007 - 01.2012
- Welcoming/greeting all incoming clients and walk ins.
- Ascertaining customers needs, or scheduled appointment.
- Answering all incoming calls, handling multiple lines. Forwarding necessary calls, taking messages as needed.
- End of day accounting, print checks when needed.
- Print and disperse incoming faxes and daily messages
- Responsible for incoming and outgoing mail. Dispersing incoming as needed. Verifying outgoing is stamped and mailed daily.
- Any other responsibilities or help necessary during the day.
- Taking customer orders when applicable.
- Filling orders when applicable.
- Verifying quantity/availability of ordered items
- Using multiple computer programs in unison
Banker
Union Bank of CA, Rivercity Credit Union, US Bank
01.2001 - 01.2005
- Responsible for account maintenance, add/ delete beneficiaries, adding new signers.
- Opening and closing branch using proper procedures with co-worker or manager.
- Opening and closing accounts, verifying all correct forms have been used.
- Sending referrals for customers to the necessary branch, entity or officer. Follow up.
- Disbursement of funds from various account types to the proper client.
- Business accounts: Account maintenance, adding authorized signers and maintaining compartmented information confidentiality.
- Loan applications: taking initial application information, quoting percentage and payment information, verifications, gathering all necessary documentation, forwarding to the proper department, follow through to disbursement. Setting up loan payment schedules.
- Phone call follow-ups/sales, Answering Incoming calls, Receive/Disburse mail & faxes.
- Processing night drop deposits.
- Cash orders: large cash orders for individuals or commercial clients. Verifying delivery and disbursement.
- Customer issues/problems. Always providing professional service.
- ATM maintenance
- IRAs, HSAs, MMAs, CDs
- Strict confidentiality
- Ensuring correct paperwork and necessary information is all collected as well as updated as needed and filed timely and appropriately
- Owning the situation and process from start to completion.
Education
Associate of Science -
International Academy of Design And Technology
San Antonio, TXSkills
- Multi-tasking, multiple programs in conjunction, problem solving, situational awareness
- Proficient in computer systems and software
- Exceptional customer service
- Active listening
- Time management
- Confidential information handling
- Problem analysis
- Remote communication skills
- Compliance adherence
- HIPAA compliance
- Microsoft Word
- Microsoft Outlook
- Microsoft Excel
- Multiple phone lines
- 10 key
- Teamwork
- Problem-solving
- Attention to detail
- Call center customer service
- Customer follow-up
- Effective verbal communication
- Written communication
Timeline
Health Plan Specialist
Medica
10.2024 - Current
Customer Service Representative
Qurate Retail Group, QVC
01.2021 - 2022
Census Enumerator
US Census Bureau
03.2020 - 10.2020
Stamp Designer
Taylored Expressions
01.2015 - 2023
Receptionist
First American Title & Escrow, John Deere Landscapes, AAES Cabling Service
01.2007 - 01.2012
Banker
Union Bank of CA, Rivercity Credit Union, US Bank
01.2001 - 01.2005
Associate of Science -
International Academy of Design And Technology