Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Andrea Hall

Gilbert

Summary

Bilingual professional with focus on call center operations, bringing extensive experience in leadership and team management. Skilled in optimizing workflows, enhancing customer satisfaction, and ensuring efficient problem resolution. Known for fostering collaborative environment and quickly adapting to changing priorities. Strong in communication, conflict resolution, and performance analysis.

Overview

12
12
years of professional experience

Work History

Call Center Lead Representative

Uniguest
06.2021 - 06.2025
  • Led team in resolving customer inquiries efficiently, enhancing overall service quality.
  • Streamlined call center processes, improving response times and customer satisfaction ratings.
  • Mentored new staff, fostering a collaborative environment and facilitating knowledge transfer.
  • Supervised daily operations, ensuring adherence to company policies and procedures.
  • Conducted performance evaluations, providing constructive feedback to team members.
  • Resolved escalated customer inquiries, maintaining high standards of service quality.

Data Entry Clerk

HM Pitt Labs
11.2018 - 02.2021
  • Typed reports from results of each lab sample analysis.
  • Reviewed and updated client correspondence files and updated database information to maintain accurate records.
  • Outlines appropriate processes and procedures to fulfill and complete inquires.
  • Answered incoming phone calls, responded to phone calls and in-person requests, handled internal communications and greeted visitors in the reception area.
  • Collaborated with third-party vendors to implement a possible contract with company.
  • Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff, greeting the public, typing, proofreading, filing, sorting and handling incoming and outgoing mail.

Customer Service Advocate/Dispatcher

Urgent.ly
01.2018 - 08.2018
  • Delivered successful customer service to individuals who contacted the company’s call center for support and assistance.
  • Built professional relationships with new customers; cultivated existing ones through active listening and intelligent open-ended questioning.
  • Implemented technicians’ notes into the computer system during and after each service call.
  • Collaborated with third-party vendors to implement a possible contract with company.
  • Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff, greeting the public, typing, filing, and handling incoming and outgoing mail.

Cashier

Grab n Go Subs Inc.
02.2013 - 05.2017
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Earned management trust by serving as key holder, responsible for opening and closing store.
  • Politely assisted customers in person and via telephone.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Scheduled weekly inventory pickups and deliveries with vendors.
  • Operated a cash register for cash, check and credit card transactions.
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register.

Education

High School - General education

Point Loma High School
06.2012

Skills

  • Escalation handling
  • Call monitoring
  • Coaching and mentoring
  • Technical support
  • Documentation expertise
  • Employee coaching
  • Call center customer service

Languages

Spanish
Native or Bilingual

Timeline

Call Center Lead Representative

Uniguest
06.2021 - 06.2025

Data Entry Clerk

HM Pitt Labs
11.2018 - 02.2021

Customer Service Advocate/Dispatcher

Urgent.ly
01.2018 - 08.2018

Cashier

Grab n Go Subs Inc.
02.2013 - 05.2017

High School - General education

Point Loma High School

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