Laura Andrews
South Park Township,PA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Service Center Supervisor
WTW
Pittsburgh, PA
09.2021 - Current
- Monitored daily operations of the call center, including call volume and response times.
- Resolved escalated customer issues by listening to customers, researching information and providing solutions.
- Analyzed data from surveys to determine trends in customer satisfaction levels.
- Created reports on operational performance metrics such as average speed of answer, abandonment rate, first contact resolution rate.
- Provided regular coaching sessions with team members to improve their performance on calls and other tasks.
- Conducted monthly one-on-one meetings with each team member to discuss individual performance goals.
- Performed quality assurance reviews on recorded calls, emails or chats between agents and customers.
- Coordinated with other departments within the organization to resolve complex customer inquiries or complaints quickly.
- Served as a liaison between corporate management teams and front line employees when resolving conflicts.
- Maintained open communication channels with employees regarding changes in policies or procedures that affect them directly.
- Delegated work to staff, setting priorities and goals.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Attend multiple weekly client meetings, present for the service center on quarterly metrics, AE Kick-offs, AE Debriefs, and work directly with the client teams to report updates or to solve client issues
- I have experience with WIP, SLA, and other reports that analyze the current performance of our clients and teams
- Experience with working with many internal departments including KB team, WFM, implementation specialists, BAs, PMs, and SBSs.
- Complete KB updates and work with the CSRs to maintain it.
- Create and facilitate multiple trainings a year (continuous learning refreshers and new hire client training)
- I have work on multiple client teams including UPS, Omni, and was part of the Dependent Verification projects.
Service Center Representative
WTW
Pittsburgh, PA
03.2020 - 09.2021
- Enrolled participants in health benefits, and problem-solving to provide prompt resolutions. Assisted individuals in comprehending their benefits and facilitating payments. Found innovative solutions to address clients' needs.
- Answered incoming calls from customers promptly and professionally.
- Escalated unresolved customer issues to a supervisor when necessary.
- Provided feedback on ways to improve overall customer experience.
- Asked probing questions to determine service needs and accurately input information into MCCH and BC4.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Starbucks Manager
Giant Eagle
Bethel Park, PA
05.2016 - 10.2019
- I was in charge of planning, organizing, leading, and controlling the Starbucks kiosk. I ran the kiosk with 13 employees. I had to keep track of our sales, organize and order the inventory, make employee schedules, and maintain training and ongoing training with my employees. I would make customer connections and ensure customer satisfaction.
Education
Associate of Science - Corporate Business Management
Community College of Allegheny County
Pittsburgh, PASkills
- Detailed oriented
- Hard-working
- Time Management
- Professional
- Loyal
- Team player
- Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook, and Access)
- Organized
- Interpersonal Skills
- Strong Leader
Timeline
Service Center Supervisor
WTW
09.2021 - Current
Service Center Representative
WTW
03.2020 - 09.2021
Starbucks Manager
Giant Eagle
05.2016 - 10.2019
Associate of Science - Corporate Business Management
Community College of Allegheny County