Andrew Hornbeck
Winter Park,FL
Summary
Skilled Service Specialist with history of building customer satisfaction and loyalty by delivering top-notch support and service. Talented in troubleshooting problems with excellent analytical and critical thinking skills. Team player offering 14+ years in customer service environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Advisor II
Concentrix
04.2023 - Current
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Strictly adhering to state and federal guidelines associated with critical customer information and banking compliance procedures.
- Weekly meetings with team leaders and managers to identify areas of improvement and successful practices while setting obtainable weekly and monthly personal goals.
Customer Service Representative
Ricker Oil Co.
12.2007 - 07.2020
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Primary lead responsible for onboarding new employees, training, and working through difficult problems in day to day operations.
- Learned new systems (such as POS, Security Systems, etc.) and was responsible for teaching employees (and management) how to leverage said technology.
- Responsible for troubleshooting and solving technical issues when system failures occurred.
Education
IT Certifications - Information Technology
My Computer Career
Indianapolis, IN05-2019
Skills
- Customer service excellence
- Team building
- Complaint handling
- Follow-up calls
- Dispute resolution
- Call center experience
- Skilled Typist (95 WPM w/ 98% accuracy)
- Problem Solver
- Tech-savvy
- Adaptive and Quick Learner
- Problem Solver
- Autonomous
Certification
- CompTIA A+ Certification
- Microsoft 98-367 Security Fundamentals Certification
Timeline
Customer Service Advisor II
Concentrix
04.2023 - Current
Customer Service Representative
Ricker Oil Co.
12.2007 - 07.2020
- CompTIA A+ Certification
- Microsoft 98-367 Security Fundamentals Certification
IT Certifications - Information Technology
My Computer Career
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