William Andrews
Plano,TX
Summary
Dynamic Tech Support Specialist with over 4 years of experience in technical support and customer relations. Proven ability in troubleshooting mobile and home internet devices, managing escalated issues, and enhancing customer satisfaction through effective conflict resolution. Achievements include serving as a top performer at JPMorganChase, working with a $2.5 billion monthly retail lending portfolio. Ready to leverage expertise and passion for technology to elevate support services and meet operational goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Small Senior Business Representative
Wells Fargo
Las Colinas, TX
11.2025 - Current
- I help entrepreneurs build and grow small businesses by providing financial solutions, strategic guidance, and operational support. Focused on creating strong foundations that drive long-term success and sustainability.
Loyalty Retention/ Tech Support Representative
Verizon
Irving, TX
12.2024 - 10.2025
- Facilitated comprehensive technical support for a diverse range of customer issues.
- Executed troubleshooting, setup, and replacement of mobile devices and home internet equipment.
- Addressed and resolved escalated customer concerns with varying complexity, ensuring customer satisfaction.
Auto Data Analyst
JPMorganChase
Dallas, TX
03.2022 - 11.2024
- Evaluated Lease and Retail contracts for Subaru, Enterprise, JLR, CarMax, and Tesla.
- Verified that supporting documentation was accurately received from dealerships and assessed for compliance with state specifics.
- Achieved top performer status and recognized as a 5 key Recipient and Top Funding Analyst.
- Managed the Retail lending portfolio, generating revenues of $2.5 billion per month.
Customer Relations Specialist
Southwest Airlines
Dallas, TX
01.2021 - 03.2022
- Acted as the primary point of contact for customers, addressing inquiries and concerns.
- Resolved an average of 30 global customer inquiries daily, providing quick and efficient support.
- Navigated multiple systems to gather relevant information, collaborating with departments to meet customer and business needs.
- De-escalated challenging customer situations through active listening, probing questions, and conflict resolution strategies, ensuring positive outcomes and necessary follow-up actions.
Information Technology Specialist/ Customer Retention Representative
ADT Security
Irving, TX
01.2020 - 12.2021
- Responded to incoming customer calls, providing timely and effective solutions.
- Assessed customer needs to recommend appropriate solutions and services.
- Coordinated scheduling for installation services as needed.
- Developed IT strategies aimed at optimizing organizational operations across North America.
- Maintained an expert-level understanding of all products, services, offers, and promotions.
- Reviewed contracts for accuracy, enhancing departmental profitability and resolution efforts.
Education
Bachelor of Arts - Public Relations
Sam Houston State University
Huntsville, TX, US 08.2015 - 12/2020
Skills
- Data Collection
- Microsoft Office
- Operating systems
- IT
- Organizational skills
- Communication skills
- Customer service
- Administrative Support
- Creative Problem Solving
- Marketing Skills
- Critical Thinking
- Troubleshooting
- Salesforce
- Technical Knowledge
- Work Under Pressure
Certification
- Google IT Support Professional Certification
- Developer and Technology Program, Accenture
- Software Development, Thinkful
Timeline
Small Senior Business Representative
Wells Fargo
11.2025 - Current
Loyalty Retention/ Tech Support Representative
Verizon
12.2024 - 10.2025
Auto Data Analyst
JPMorganChase
03.2022 - 11.2024
Customer Relations Specialist
Southwest Airlines
01.2021 - 03.2022
Information Technology Specialist/ Customer Retention Representative
ADT Security
01.2020 - 12.2021
Bachelor of Arts - Public Relations
Sam Houston State University
08.2015 - 12/2020