Summary
Overview
Work History
Education
Skills
Timeline
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Skyler B Nelson-Andrews

Ogden,UT

Summary

Experienced Customer Experience expert bringing 10+ years of quality performance in customer support roles. Skilled in maintaining positive customer interaction over singular or multiple contacts. Meticulous data entry specialist with a history of detail oriented and accurate task completion. Strong aptitude for clear, concise, and comprehensive communication.

Overview

9
9
years of professional experience

Work History

Catalog Specialist

StubHub
07.2021 - Current
  • Promoted to Team Lead in August
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Compiled data to define clear targets and objectives for improvement and communicated honestly with team members to set expectations.
  • Responded to user tickets to assist buyers and sellers list and manage their inventory.
  • Answered chat questions from teammates regarding event status and updated ticket types.
  • Maintained awareness of live event landscape to respond quickly and accurately to changes in event status.
  • Assisted in identifying data entry errors and performed data cleanup as part of specialty team to reduce and prevent duplication errors.
  • Hosted many shadowing sessions to help onboard potential new team candidates and educate other teams of procedures/processes.

Support Specialist

Workboard
01.2022 - 06.2022
  • Broke down and evaluated user problems, using sandbox environment, personal expertise, and probing questions.
  • Resolved functional and technical concerns with little oversight or training.
  • Collaborated with teammates to replicate bugs and submit error reports.
  • Tracked progress of problem tickets and followed up with user tickets to ensure total resolution.

Annuity Customer Service Representative

SILAC Insurance
08.2020 - 07.2021
  • Handled large volume of inbound calls (35+ per day) while meeting company metrics.
  • Ensured compliance with regulatory insurance standards.
  • Established procedures to streamline internal processes.
  • Explained complicated financial terms and investment strategies to agents and investors.
  • Provided forms and instruction to agents to facilitate faster and easier processing of applications.
  • Maintained positive relationships with agents and clients.

Customer Service Representative

StubHub Inc.
12.2018 - 06.2020
  • Cultivated customer loyalty and improved sales by educating customers on promotions.
  • Demonstrate professionalism and courtesy with customers at all times.
  • Answered constant flow of customer calls, while maintaining average handle time and after call work metrics to meet and exceed company goals.
  • Worked as a member of RATG (Refused at the Gate) team, where I consistently helped de-escalate emotional and irate customers in high stress situations, while solving their problem with positive outcomes.
  • Assisted in special contracted projects outside the requirements of my usual position.
  • Recognized as an exceptional performer in company promotional program focused on customer satisfaction (+2 Elite).

Team Coach

Avantguard Monitoring Centers
06.2014 - 11.2018
  • Hired, coached and trained 10+ new employees
  • Worked closely with team members as a trainer to meet or exceed operational metrics, including reducing or eliminating QA errors of team members.
  • Evaluated individual knowledge, skills, and strengths, and created staggered goals to maximize personal improvement.
  • Demonstrated integrity and honesty while interacting with subscribers, dealers, team members, and managers.
  • Received "Hero" accolade for helping save a life.

Education

Some College (No Degree) -

Weber State University
Ogden, UT

High School Diploma -

Syracuse High School
Syracuse, UT
05.2010

Skills

  • Experience in handling of; ticket management, report preparation & presentation, data acquisition and entry, technical support, team leadership, & schedule coordination
  • 50 WPM typing speed
  • Exceptional customer service skills
  • Complaint resolution expertise
  • Ability to work under time constrains while prioritizing to meet established goals
  • Computer literate with Microsoft Office Word & Excel experience
  • Fast learner eager to gain proficiency with new software
  • Self-motivated and strong team player

Timeline

Support Specialist

Workboard
01.2022 - 06.2022

Catalog Specialist

StubHub
07.2021 - Current

Annuity Customer Service Representative

SILAC Insurance
08.2020 - 07.2021

Customer Service Representative

StubHub Inc.
12.2018 - 06.2020

Team Coach

Avantguard Monitoring Centers
06.2014 - 11.2018

Some College (No Degree) -

Weber State University

High School Diploma -

Syracuse High School

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