Andriel Stewart
Maywood,IL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Call Center Representative
William Everette
05.2023 - Current
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Keep records of all conversations in our call center database in a organized way
- Streamlined call flow processes for more efficient response times and increased productivity.
Identity Verification Specialist
Illinois
09.2020 - 09.2022
- Provided excellent client service skills through strategic database research for each claimant separately on a case-by-case basis
- Secured and regulated confidential claimant information using Microsoft excel spreadsheets for over 100 claimants daily
- Adjudicated confidential documents for identity verification for over 600 claimants a week
- Identified and reported fraudulent unemployment claims which resulted in 35% decrease in fraudulent claims.
Lead Resident Assistant
Cedar Fair Entertainment, Cedar Point
07.2020 - 09.2020
- Managed multiple dorms with up to 400 residents: conducting associate information reports & Key Audit reports keeping track of resident’s occupancy daily
- Ensured the enforcement of Ohio state law CDC regulations, and Cedar Point Housing policies through campus-wide duty rounds to provide a safe living environment for all residents which resulted in a 50% drop of reported Covid-19 cases
- Collaborated with different on-campus departments such as housekeeping and maintenance to troubleshoot resident complaints.
Client Associate Intern
Bank of America – Merrill Lynch
02.2019 - 09.2019
- Collected valuable data using Microsoft Excel for report building information such as tracking the client engagement scores within my team in spreadsheet form using Salesforce and Money Management Workshop and presenting it to my Financial Advisers so they may ensure client satisfaction
- Sent daily reports using Salesforce such as Money Wire Errors of $100,00 or more and Money Wire Rejections to my team using Outlook
- Profiled opening 15 new external estates for incoming clients calculating the net worth of that specific account to its market value.
Education
Skills
- RELEVANT SKILLS & CERTIFICATIONS: Customer Service, Outreach, Quality Assurance, Systems Administration, Technical Documentation, Windows 7 -10, Excel, Zoom, Outlook, Scheduling software, Linux, Java, Python, HTML script, Team Viewer, Salesforce, Database Management, OKTA, MDM software, Cisco Webex/Virtual Desktop systems, CSR Tool, Microsoft office 365 specialist Certified, Google IT Support Professional Certificate (Technical Support Fundamentals), API Testing, UI Testing, Functional and Database Testing
Timeline
Call Center Representative
William Everette
05.2023 - Current
Identity Verification Specialist
Illinois
09.2020 - 09.2022
Lead Resident Assistant
Cedar Fair Entertainment, Cedar Point
07.2020 - 09.2020
Client Associate Intern
Bank of America – Merrill Lynch
02.2019 - 09.2019
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