Andre Thompson Email & Phone Number

Irving, Texas, United States

• Investigate, validate, and analyze enrollment, billing, and fulfillment data to resolve customer complaints.
• Document detailed research and root cause analysis to provide accurate and timely responses to regulatory agencies.
• Document process issues to enhance customer satisfaction and reduce customer complaints.
• Serve as an expert resource for internal customers, sales, customer service, and operations teams, leveraging in-depth knowledge of relevant rules and policies.Selected Accolades:
• Successfully onboarded 7 compliance team members and 2 office of the president representatives over a 3-year span.
• Designed and managed compliance repository that has aided in improving department reference resources.

Norwalk CT

• Accurately diagnosed customer billing and payment inquiries and provided suitable solutions or responses based on established procedures.
• Collaborated with other departments, such as fulfilments, billing, and enrollments, to resolve customer issues.
• Performed root cause analysis to identify underlying problems and develop solutions to prevent recurrence.
• Provided feedback and recommendations to improve customer service processes and procedures. Selected Accolades:
• Exceeded customer service quality and productivity goals 4 months consecutively.
• Customer Service Excellence recognition.

Montego Bay, Saint James, Jamaica

• Monitored call volumes and agent availability in real-time and make staffing adjustments as needed to meet service level objectives.
• Maintained accurate staffing schedules and ensure that they align with service level objectives and staffing budgets.
• Analyzed data to identify trends and make recommendations to improve workforce management processes.
• Collaborated with various departments to ensure that staffing needs are met.
• Provided support to managers and supervisors by answering questions related to workforce management processes and procedures. Selected Accolades:
• Supported 100% headcount growth while maintaining SLA and Schedule Adherence from 2006 - 2008