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.• S.M.E. on regulatory matters in the midwest and northeast for the Crius brand.• “Solid performed plus” manager evaluation on 2022 end of year review.• CAS MVP recognition for going above and beyond to help peers.

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.• Promoted in first 6 months of employment to Compliance specialist.

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• Provided technical advice on the in-house development of automated time and attendance system 2007 –2008