ANDREW MOOREHEAD
St. Catharines
Summary
Experienced and dedicated professional with a strong focus on delivering exceptional customer service. Possessing advanced conflict resolution skills, adept at handling challenging situations. Known for commitment to quality, consistently striving to exceed expectations in customer centric roles. Excel in positive interactions and ensuring customer satisfaction through building strong relationships. Ability to maintain detailed and accurate records while adhering to established policies and procedures.
Overview
12
12
years of professional experience
Work History
Collection Agent
Dixon Commercial Investigators
04.2023 - Current
- Negotiating the best possible arrangements or settlements on behalf of our client
- Keeping up to date and detailed records of each file in an assigned portfolio
- Handle objections while maintaining a productive conversation with our customers
- Multi-task and think/respond on the fly
Customer Technical Support Lead
Concentrix
06.2020 - 04.2023
- Receiving phone calls from a queue system, assisting clients with technical troubleshooting steps to resolve their issues
- Documenting detailed case notes during calls to ensure accuracy of steps taken on call
- This helps to ensure a seamless transition on any additional calls
- Used as a 'Mentor' for any new hire training classes
- Customer Technical Support Lead
Manager - Sales Channel Support
Moneris Solutions
06.2019 - 04.2020
- Managing a team of Sales Support personnel to meet or exceed performance objectives established for boarding and support of internal and external sales channels
- Identify training and learning opportunities for the Channel Support team and work with training to develop strategies to enhance front line team's skillsets
- Participate in weekly, monthly calls with key accounts to discuss account status
Assistant Manager - IB Sales
Moneris Solutions
12.2015 - 06.2019
- Inspire, develop, manage and measure staff through example, formal coaching, preparation and delivery of performance reviews
- Coach members of the IB Sector when necessary, on behalf of the Inside Sales & Bank Channel
- Recommending and implementing ongoing continuous improvement to processes and procedures
Team Leader - IB Credit
Moneris Solutions
02.2015 - 12.2015
- Provide back up and support to the Inside Sales & Bank Channel Credit Manager re: respect to day-to-day activities, special projects and vacation relief
- Provide ongoing education and support to Sales, Operations, and Marketing with respect to Credit Policies and Procedures
Credit Risk Analyst
Moneris Solutions
04.2013 - 02.2015
- Responsible to underwrite existing or net new merchants, and approve or decline applications within assigned levels of authority
- Assist Account Management with customer calls requiring explanation of specific credit policies and decisions related to those policies
- Responsible to analyze personal, business and/or financial information as required
Education
Business Accounting Diploma -
SHERIDAN COLLEGE
OAKVILLE, ON05.2010
Skills
- Detail Oriented
- Self-motivated
- Team development
- Communication
- Leadership
- Quick learner
- Working under pressure
- Clear communication
- Creativity
- Resourcefulness
- Flexibility
- Adaptability
- Positive attitude
- Strong work ethic
Community Service
- Work Place United Way Representative
- Sales Social Committee member
- Sheridan College Student Admission Representative
Timeline
Collection Agent
Dixon Commercial Investigators
04.2023 - Current
Customer Technical Support Lead
Concentrix
06.2020 - 04.2023
Manager - Sales Channel Support
Moneris Solutions
06.2019 - 04.2020
Assistant Manager - IB Sales
Moneris Solutions
12.2015 - 06.2019
Team Leader - IB Credit
Moneris Solutions
02.2015 - 12.2015
Credit Risk Analyst
Moneris Solutions
04.2013 - 02.2015
Business Accounting Diploma -
SHERIDAN COLLEGE
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