Andy Ferrando Email & Phone Number

ESSENTIAL DUTIES AND RESPONSIBILITIES • Demonstrate the ability to drive for results and challenge the status quo• Demonstrate the drive for results and competence in problem solving, logical reasoning, analysis and mathematical functions• Demonstrate the ability to listen and understand the member situation to assess potential solutions, take needed action, and manage necessary follow up• Demonstrate the ability to manage multiple priorities, maintain organization initiatives, and stay current on tasks and responsibilities• Utilize problem solving skills, business product knowledge, and required research to accurately analyze issues, determine appropriate action, and follow up on a timely basis • Proactively seek opportunities to advocate on behalf of the member by collaborating with team members, sharing information/research, and resolving member issues • Thoroughly assess each unique member situation to provide accurate and relevant information • Understand and interpret plan documents, summary plan descriptions, plan rules and procedures• Advance first call resolution by taking ownership of the call through resolution • Provide support for member/sponsors who need assistance accessing our external website/portals • Meet or exceed the performance standards through quality monitoring, documentation and follow through process to ensure excellent service• Utilize technology systems and knowledge base to determine benefits eligibility, calculate member benefits and maintain account data on members and dependents• Manage cases to resolve in a professional and timely manner • Takes responsibility for learning system changes• Understand and apply Portico’s Performance Excellence (e.g. compliance, enterprise risk management and quality) activity standards, including entity-level policy and practice standards that pertain to control evidence retention

Eden Prairie, Mn

•Participates in pre-show meetings. Partnered with other visual managers, producers, sales managers, directors and hosts to plan out live show presentations.•Manages staff, preparing work schedules and assigning specific duties.•Establishes and implements departmental policies, goals, objectives, and procedures, conferring with organization officials, and staff members as necessary.•Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.•Locate, select, and procure merchandise for live on-air sales. •Plan and direct activities such as sales promotions, coordinating with other department heads as required.•Implemented innovative programs such as “Deadliest Catch”, and "Mark Cuban's American Dream"•Coordinated, built, and maintained documentation of subordinates and staff relating to employment, benefits, compensation, labor relations and employee relations.•Led visual aspects of live broadcast of the "JCK Jewelry Convention" in Las Vegas. •Established, cultivated, and maintained multiple vendor relationships. •Analyzed key aspects of the business to evaluate the factors driving results and summarized results into presentations. •Handled under-staffing, disputes, terminating employees and administering disciplinary procedures.•Established project control procedures such as forecasts and cash flow projections. •Developed methods to establish and clarify customer objectives.•Managed a large team within a fast paced live 24 hour national broadcasting environment, requiring a large degree of flexibility. •Directed the work of 15 independent contractors•Analyze statistical data and reports to identify and determine causes of personnel problems and develop recommendations for improvement of organization's staffing opportunities.•Elected as one of the Ambassadors on the ShopHQ customer council, during which time our NPS (Net Promoter Score) customer experience index saw an increase of 29%

Greater Minneapolis-St. Paul Area

•Greet and service members in a friendly and professional manner•Attentively and promptly respond to member needs•Admit members by scanning their membership cards and appropriately respond to messages regarding their membership account•Enter sales transactions for members, including program, service and product payments•Process member paperwork, including address changes, member cancellations, new members, electronic funds transfers, and payments

Greater Minneapolis-St. Paul Area

POSITION SUMMARY:Provide leadership and guidance to their team that creates an environment focused on customer satisfaction, maximum productivity and profitabilityRESPONSIBILITIES:Leadership• Motivate team through a compelling vision and direction to encompass American Eagle Outfitter’s Core values• Communicate clear expectations and hold the store team and themselves accountable to achieving all brand, performance and behavior standards• Lead and inspire a customer service culture by recognizing and rewarding team• Build effective relationships with peer and upper management partners• Participate in productive management and team meetings• Proactively seek personal learning and development opportunitiesPeople Development• Recruit, hire, develop and retain top management and sales talent for the store, to include maintaining optimal staffing levels• Train and develop sales team in all areas of job responsibility• Consistently assess and provide ongoing performance feedback to all levels of store team• Recognize performance issues in a timely manner and partner with Store Manager to develop action plans for resolutionVisual Merchandising• Ensure that all visual directives are executed seamlessly and within scheduled time frame and allotted payroll budget• Direct and execute strategic, brand appropriate merchandising to maximize sales and presentation standards• Partner in store’s execution of all merchandise processing and flow to the floor in conjunction with exceptional backroom standards Drive for Results• Partner with Store Manager in the execution of the store business plan that drive KPI results and maximizes business opportunities• Achieve predetermined financial budgets to include payroll management• Drive AE brand loyalty through demonstrating sales leadership, coaching and connecting with the customer experience• Achieve store shrink goals and maintain all operational standards to secure the assets of the store’s physical location

Architectural Drafting And Architectural Cad/Cadd

Diploma, General Studies

Bachelor Of Science (B.S.), Information Technology