Andrew Schaefer
7918 Lattimer Pond , San Antonio, TX 78254
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Objective
A highly dedicated individual with 8 years of customer facing experience - call center and sales - looking to fill a Call
Center position to utilize strengths in Customer Service and communication
Key Qualifications
● Excellent relationship building with ability to form a rapport with any customer.
● Rapid data entry using multiple order management and fulfillment systems.
● Team collaboration in a cooperative group environment.
● Revenue generation and bottom-line growth through cross-sells and up-sells.
● Repeatedly recognized for top performance through fast-track promotions and selection for high-priority
initiatives.
● Established an accomplishments-driven career highlighted by rapid acceleration to increasingly responsible
positions.
Work Experience
H&A Trucking/Lanter Delivery Systems
Freight Operations - San Antonio, TX
August 2018 - Present
● Responsible for attempting to deliver all assigned packages and re-attempting initial unsuccessful attempts
before completing route.
● Communicate with customers to coordinate the pick up of returns.
● Track each item through scanning and deliver paperwork at a 99% efficiency rating.
AT&T
Multiple Positions - San Antonio, TX
Mar 2015 - July 2018
● Home Solutions Field Manager, June 2016 - July 2018
● Installation/Repair Technician - March 2015 - June 2016
● Promoted to management in June 2016
● Consistently exceeded minimum sales goals ranging from 150% to 300% goal attainment
● Built relationships and strategically collaborated across workgroups to achieve mutual outcomes
● Collaborated with peers to improve overall team performance via sharing and demonstration of best
practices.
● Won several awards in both roles for being top performer in the SW region and maintaining a perfect 100%
customer feedback score
Pace Americas
Multiple Positions - San Antonio, TX
September 2011 - January 2015
● Operations Supervisor, August 2013 - January 2015
● Trainer, January 2013 - August 2013
● Quality Assurance Analyst, June 2012 - January 2013
● Tier 2 Technical Support, April 2012 - June 2012
● Tier 1 Technical Support, September 2011 - April 2012
● Promoted four times in four years by demonstrating excellence in a call center environment.
● Recordings of my calls were incorporated into new hire training modules as an example of the “ideal
customer contact.”
● Won the monthly competition for cross selling each month I was an agent.
● Fast tracked promotion as an agent by having me mentor fellow agents.
● Used my understanding of best practices to review calls as a QA efficiently and consistently exceed goals.
● Delivered training over 4 week rotations to new hires and maintained a lower than expected attrition rate.
● Directly managed a team of 20-30 direct reports and consistently ranked as a top supervisor across all
metrics.
Family Motors
Sales Associate - San Antonio, Texas
April 2011 - September 2011
● Consistently exceeded sales quotas month over month.
● Interacted with customers to match the best product with their individual financial situation, then used
rapport building and communication skills to ensure a closed sale.
U.S. Department Of State - Vienna, Austria
Regional Security Officer
October 2009 - April 2010
● Received a Secret security clearance from the US government.
● Directly supervised foreign national employees while working in controlled access areas to ensure national
● security and the safety of Embassy employees.
U.S. Department Of State - Helsinki, Finland
American Post Office Clerk
August 2008 - September 2008
● Directly responsible for daily delivery of mail to American Embassy employees
● Ensured classified diplomatic parcels were delivered and held with the utmost care and discretion.
Freestar Technology/Rahaxi Processing
Deployment Specialist - Helsinki, Finland
September 2007 - March 2008
● Was directly responsible for initializing point of sale terminals exactly to customer's needs. - Ensured orders
of 100+ terminals were ready to ship under tight deadlines.
● Maintained and edited Excel documents for inventory on a daily basis.
Education
Psychology
IDC Herzliya, Israel
● Attended a fast track psychology program for English speakers in Israel
Skills
Coaching
Customer Service
Sales
Technical Support
Training
Team Building
Call Center Management
Process Improvement
Quality Assurance Analysis
Strategic Planning
Microsoft Office
References
● Available upon request
2008-10
