Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Interests
Timeline
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Andy Shirola

UNICOI,TN

Summary

Dynamic professional with extensive experience at Advanced Call Center Technologies contracted to Bank of America, excelling in client relationship building and complaint resolution. Proven track record of enhancing customer satisfaction and operational efficiency, including a 15% reduction in claim processing time. Skilled in project scope estimates and staff education, fostering a collaborative environment to achieve team goals.

Overview

9
9
years of professional experience

Work History

Premier Service Consultant-Hybrid

AT&T
02.2025 - Current
  • Regularly exceed over 250 Calls within a working month consistently
  • Discussed options with clients and determined appropriate plans.
  • Wrote service orders and updated schedules.
  • Applied advanced deescalation skills and knowledge of CRM(Salesforce) and CCKM on daily basis.
  • Provided information about service procedures and expected timelines.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered prompt service to prioritize customer needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Investigated and resolved accounting, service and delivery concerns.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Sought ways to improve processes and services provided.

Academy Manager

Advanced Call Center Technologies Johnson City
06.2023 - 01.2025
  • Oversee training programs for the credit card claims department, ensuring team members are up-to-date on industry regulations and internal procedures.
  • Collaborate closely with the Director of the Academy Program within Bank of America to roll out curriculum updates and ensure Standard Operating Procedures (SOPs) reflect the latest industry standards and pioneering learning tactics.
  • Lead escalations related to credit card claims, ensuring prompt and compliant resolutions.
  • Maintain compliance with regulatory requirements, minimizing risk for the company and its clients.
  • Monitor and assess training effectiveness, providing feedback for continuous improvement.
  • Introduced new training methodologies that improved retention and engagement across the team, reducing onboarding time by 20%.

Operations Supervisor

Advanced Call Center Technologies Johnson City
11.2022 - 06.2023
  • Supervised a team of 15+ employees, ensuring they met performance and compliance standards for credit card claims.
  • Led daily operations, managing claim workflows, meeting SLA requirements, and troubleshooting issues that impacted service delivery.
  • Took and resolved escalated consumer requests, providing clear explanations regarding why claims couldn't be continued or what additional information was required to move claims forward.
  • Reviewed claims in real time, ensuring all criteria for proper claim execution were met and compliant with regulatory standards.
  • Developed and implemented team-wide improvements in efficiency and accuracy, resulting in a 15% reduction in claim processing time.
  • Conducted regular performance reviews, providing coaching and mentoring to improve individual and team outcomes.

Credit Card Claims Representative

Advanced Call Center Technologies Johnson City
07.2017 - 11.2022
  • Handled credit card claims and representments for Bank of America, ensuring claims were processed according to established policies and regulations.
  • Investigated disputes and worked closely with customers to resolve issues, maintaining a high satisfaction rate.
  • Assisted in training new hires, providing guidance on claim procedures and best practices.
  • Maintained detailed records of claims, ensuring all necessary documentation was complete and compliant.

Barista

Starbucks
08.2016 - 06.2017
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Trained new team members with positive reinforcement and respectful, encouraging coaching.
  • Maintained regular and consistent attendance and punctuality.
  • Provided exceptional customer service, creating a welcoming environment for customers and ensuring their orders were prepared to standard.
  • Managed cash register and handled daily transactions accurately.
  • Assisted in training new baristas, focusing on company standards and customer service excellence.
  • Contributed to inventory management and store organization, ensuring smooth day-to-day operations.

Education

GED -

Robert Morgan Adult Education Center
Miami, FL
01-2015

Skills

  • Project scope estimates
  • Complaint resolution
  • Technical support
  • Negotiation tactics
  • Client relationship building
  • Schedule management
  • Cash handling
  • Public speaking
  • Partnership building
  • Issue resolution
  • Staff education and training
  • Account management

Accomplishments

  • Collaborated Senior Vice-President of Bank Of America Academy program in the development of New Curriculum and changes to Standard Operating Procedure to improve efficiency of training.
  • Supervised team of 15+ staff members.

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Interests

  • Tech enthusiast, passionate about exploring the latest advancements and innovations
  • Video Gaming
  • Video Game Design
  • Swimming
  • Gym Workouts
  • Regularly practice mindfulness and meditation for overall wellness
  • Reading
  • Strategy Games

Timeline

Premier Service Consultant-Hybrid

AT&T
02.2025 - Current

Academy Manager

Advanced Call Center Technologies Johnson City
06.2023 - 01.2025

Operations Supervisor

Advanced Call Center Technologies Johnson City
11.2022 - 06.2023

Credit Card Claims Representative

Advanced Call Center Technologies Johnson City
07.2017 - 11.2022

Barista

Starbucks
08.2016 - 06.2017

GED -

Robert Morgan Adult Education Center

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Andy Shirola