Open to opportunities

Ellyssa Andrews

@ellyssaandrews

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Dynamic customer service professional with a proven track record.

United States

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What I'm looking for

I am looking for a remote customer service role that values empathy and problem-solving.

As a dynamic customer service professional, I have a proven track record of enhancing customer satisfaction through effective call handling and active listening. My experience includes working with renowned companies like Apple and Websters Bank, where I achieved a 20% reduction in inquiry handling times and improved customer satisfaction scores. I excel in building client relationships and utilizing my software expertise to deliver exceptional service.

Throughout my career, I have demonstrated strong problem-solving skills and empathy, which have been crucial in managing high call volumes and resolving customer issues efficiently. My commitment to continuous improvement is evident in my proactive approach to customer feedback and my ability to adapt to rapidly evolving technologies. I am now seeking a remote customer service role where I can leverage my skills and contribute to a team focused on delivering outstanding customer experiences.

Experience

Work history, roles, and key accomplishments

AppleCare Advisor

Apple

Jan 2024 - Nov 2024 (10 months)

Conducted thorough diagnostics for hardware and software issues, ensuring accurate solutions were provided to customers. Utilized Apple diagnostic tools to identify and solve a variety of technical issues and maintained detailed records of customer interactions.

Technical Support Diagnostics Troubleshooting Customer Service Documentation Problem Solving

Customer Care Rep

Websters Bank

Jun 2022 - Dec 2023 (1 year 6 months)

Managed high call volume with exceptional professionalism and efficiency, responding to customer needs through competent customer service and prompt problem-solving. Enhanced customer satisfaction by proactively contacting customers post-interaction and decreasing hold times by 15% during peak times.

Customer Service CRM Systems Live Chat Customer Feedback Analysis Problem Solving Client Engagement Customer Satisfaction

Receiver

Visionworks

Oct 2021 - Mar 2022 (5 months)

Handled import/export documentation and maintained an on-time delivery rate of eyeglass receipts, ensuring deadlines were met. Resolved discrepancies in inventory records and managed product receipt operations.

Inventory Management Documentation Logistics Data Entry Record keeping Problem Solving Scheduling

Human Resource Specialist

Army Reserve

Feb 2015 - Jul 2021 (6 years 5 months)

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.

Personnel Records Benefits Administration Compliance Policy Implementation Performance Tracking

Chat Support Rep

Hulu

Aug 2020 - Feb 2021 (6 months)

Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support, reducing inquiry handling times by 20%. Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.