Andrew Norris Email & Phone Number

Alpharetta, GA, US

Atlanta, Georgia, United States

• Exceeded Q4 OKR by 198%
• Utilized automated screen scrape to reduce processing time for tickets by 20%
• Responsible for research, escalation, and resolution of all Fraud Allegations and Customer Data Security issues
• Engage with executives, partners, and providers for escalation, research, and resolution of client, call center, and customer issues
• Offshoring and training of Level 1 tasks including Level 1 Management
• Monitoring and resolution of Level 2 Support issues (24hr on-call)

Alpharetta, Georgia, United States

• Monitor multiple production environments for potential and existing issues
• Work closely with Dev and Product teams to ensure quality of bi-weekly releases
• XML review of API communications for investigatory purposes
• Monitor infrastructure functionality across multiple lower and production environments (24hr on-call)
• Initiate cross departmental and external communications for issue remediation
• Find, isolate, document, and track bugs through resolution

Norcross, Georgia, United States

• Triage and task customer requests for GRC and EthicsPoint support teams
• Resolve problem issues with customer program and/or case management set up
• Assist customers with dissemination, escalation, and location updates
• Monitor team metrics to determine where training /support is needed
• Train new team members on proprietary and legacy software

Norcross, Georgia, United States

• New client implementation dissemination testing
• Obtain and test new phone numbers for Telecom requests
• Perform service observations of calls to verify accuracy and authored service issues accordingly
• Updates to client information as related to dissemination processes
• Triage and task 1000 plus incoming client and CRM requests weekly for Risk Services team

• Actively transcribe caller’s concerns in real-time with a discerning eye for detail and context
• Manage a high volume of daily calls containing highly sensitive client information
• Ensure proper coding of Ethics and Compliance reports while maintaining excellent grammar and spelling via Netclaim system and Microsoft Word
• Exceed performance goals for call quality, handling, and schedule adherence
• Recipient of Impressive Service Award within first month as an Interview Specialist
• Received Perfect Attendance Award after six months

• Manage front-end operations with high efficiency and effectiveness
• Responsible for matching cash deposit in morning with cash software at night
• Fulfill the company defined customer experience by being a friendly, available, customer focused and excited team member

Norcross, GA

Norcross, GA