Andrea Vivien Nemeth

• Daily communication with internal teams (AR, AP, GL, CS), and international customers (EN/IT).
• Handling refunds, overpayments.
• Generating reports for finance teams during monthly closings.
• Delivering cross-training sessions, and creating SOPs to ensure process alignment across teams.
• Hybrid.
• Applied cash and wires to corresponding customer accounts based on remittance details provided by customers.
• Streamlined reconciliation processes, ultimately decreasing outstanding accounts receivable balances.

• Managed incoming quote requests from UK-based medical and research clients.
• Prepared tailored offers and ensured CRM traceability.
• Collaborated with sales and order management teams to ensure a seamless client experience.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

Tier 1 (Italian): Apr 2020 – Feb 2021.

• Provided customer support for the Italian market via phone and chat.
• Resolved technical issues in Italian, maintaining a satisfaction rate consistently above 95%.
• Handled a high volume of requests while ensuring top-tier service quality.

Tier 2 (English): Feb 2021 – Jun 2023.

• Supported Tier 1 colleagues by resolving escalated or complex cases in English.
• Contributed to process improvement and increased First Contact Resolution (FCR) rate.
• Onboarded and trained new colleagues, and delivered internal presentations.
• Maintained and expanded the internal knowledge base, transcribing and updating content.
• Created and shared monthly performance reports.
• Responded to customer comments on social media (Facebook, Instagram) with care and professionalism.
• Developed strong multitasking and prioritization skills in a fast-paced environment.