Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Ellyssa Andrews

San Antonio

Summary

Dynamic customer service professional with a proven track record in customer service, excelling in problem-solving and empathy. Enhanced customer satisfaction through effective call handling and active listening, achieving a 20% reduction in inquiry handling times. Can adept at building client relationships and utilizing software expertise to deliver exceptional service. Also, a very detailed veteran pursuing a job in remote customer service. skilled in typing and comprehension. Looking to contribute to an entry- level or higher customer service role. Currently invested in high-speed internet along with a quiet space to work if chosen for future job endeavors.

Overview

11
11
years of professional experience

Work History

Healthcare Customer Serivce Rep

Teleperformance USA
07.2025 - Current
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
  • Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Learned and adapted quickly to new technology and software applications.

AppleCare Advisor

Apple
01.2024 - 11.2024
  • Conducted thorough diagnostics for hardware or software issues, ensuring accurate solutions were provided to customers.
  • Utilized Apple diagnostic tools to identify and solve variety of technical issues.
  • Leveraged internal resources such as online documentation and peer collaboration to stay current on rapidly evolving technologies.
  • Multi-tasked Apple systems while providing service and resolving customer issues, questions, comments or concerns.
  • Conduct inbound/outbound calls.
  • Answer Calls, Chats, and Emails/
  • Enabled high-quality service delivery to global user segments.
  • Updated known issues and best practiced responses
  • Ensured minimal system downtime.
  • Maintained detailed records of customer interactions.
  • Provided knowledgeable and empathetic assistance to customers.

Customer Care Rep

Websters Bank
06.2022 - 12.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Analyzed customer feedback.
  • Enhanced customer satisfaction
  • Proactively contacted customers post interaction.
  • Maintained expert knowledge of bank accounts.
  • Integrated live chat into the overall customer service strategy.
  • Discussed recurring customer issues.
  • Documented customer interactions in CRM systems.
  • Utilized personalized emails for client engagement.
  • Decreased hold times by 15% during peak times.

Receiver

Visionworks
10.2021 - 03.2022
  • Handled import/export documentation.
  • Maintained an on-time delivery rate of eyeglass receipts.
  • Met deadlines.
  • Monitored records of outgoing shipments.
  • Resolved discrepancies in inventory records.
  • Managed product receipt operations.
  • Conducted outbound/inbound calls regarding payments.
  • Implemented effective scheduling and tracking.

Human Resource Specialist

Army Reserve
02.2015 - 07.2021
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
  • Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
  • Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
  • Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
  • Negotiated contracts with external HR service providers
  • Improved worker satisfaction.
  • Reviewed and enhanced employee benefit plans.
  • Mentored junior HR specialists
  • Implemented predictive analytics.
  • Led to more competitive and equitable salary offers.
  • Implemented performance tracking.
  • Consulted with department leads to reform company policies.

Chat Support Rep

Hulu
08.2020 - 02.2021
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
  • Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
  • Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
  • Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
  • Identified common obstacles faced by customers.
  • Reduced inquiry handling times by 20%.
  • Used ticket management tools.
  • Grew team effectiveness with weekly coaching.
  • Created personalized responses using scripts.
  • Reduced customer wait times.
  • Summarized actionable feedback.

Customer Service Representative

US Bank Service Center
06.2017 - 09.2018
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
  • Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
  • Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
  • Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
  • Negotiated contracts with external HR service providers
  • Improved worker satisfaction.
  • Reviewed and enhanced employee benefit plans.
  • Mentored junior HR specialists
  • Implemented predictive analytics.
  • Led to more competitive and equitable salary offers.
  • Implemented performance tracking.
  • Consulted with department leads to reform company policies.

Education

HS Diploma -

Judson Highschool
Converse, Texas
02.2016

No Degree - English Literature Major

Ashford University
San Diego, Ca

Bachelor of Science - Science Information Technology

American InterContinental University
Schaumburg, IL
10-2027

Skills

  • 50 wpm
  • Active Listening
  • Call Handling
  • Comprehension
  • Customer Satisfaction Score
  • Emotional Intelligence
  • Empathy
  • Integrity
  • Patience
  • Positive attitude
  • Time Management
  • Writing Skills
  • Microsoft teams
  • Microsoft Word mastery

Languages

English
Full Professional

Timeline

Healthcare Customer Serivce Rep

Teleperformance USA
07.2025 - Current

AppleCare Advisor

Apple
01.2024 - 11.2024

Customer Care Rep

Websters Bank
06.2022 - 12.2023

Receiver

Visionworks
10.2021 - 03.2022

Chat Support Rep

Hulu
08.2020 - 02.2021

Customer Service Representative

US Bank Service Center
06.2017 - 09.2018

Human Resource Specialist

Army Reserve
02.2015 - 07.2021

No Degree - English Literature Major

Ashford University

HS Diploma -

Judson Highschool

Bachelor of Science - Science Information Technology

American InterContinental University

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