Andre Perry

Operations and customer-support professional with 3+ years of experience at AICPA supporting members, managing high-volume service requests, maintaining accurate records, analyzing workflow data, and improving team processes. Experienced with Salesforce CRM, Microsoft Excel, Microsoft Office, Microsoft Copilot, email operations, documentation, quality checks, research, training, and cross-functional support. Selected for AICPA's Email Operations Team based on performance and attention to detail.

Additional experience in technical support, healthcare screening, and regulated operations. Targeting remote or hybrid roles in operations, customer experience, chat/email support, sales operations, quality, administration, and business support.

Member Services Associate Advisor - Association of International Certified Professional Accountants (AICPA) - Greensboro/Durham-area operations

(2023-06 - 2026-08)

Supported members through high-volume phone and digital service channels, researching issues, explaining policies and procedures, resolving account questions, and documenting interactions accurately.

• Selected for the Email Operations Team based on performance, attention to detail, and operational excellence; helped support an inbound email workflow with service-level expectations and tracking.
• Managed Salesforce cases and member records while maintaining data accuracy, complete documentation, and consistent follow-through across multiple requests.
• Used Microsoft Excel, including VLOOKUPs and operational tracking, to research records, compare data, support outbound work, and identify information needed to resolve member issues.
• Performed quality-control research and validation of membership information, identifying discrepancies and improving the accuracy of customer-facing responses.
• Analyzed team and workflow metrics in Excel to support process improvements, workload visibility, and leadership decision-making.
• Co-developed an AI-powered Microsoft Copilot knowledge resource to improve answer consistency, efficiency, and access to internal information.
• Supported refund-related and other operational projects requiring research, documentation, accuracy, and coordination across teams.
• Trained and assisted coworkers with procedures, tools, and service processes; recognized as an Employee of the Month for performance and contribution.
• Balanced phone, email, research, documentation, and project responsibilities in a fast-paced environment while maintaining service and quality expectations.

Formulation Technician II – Encapsulation - Thermo Fisher Scientific - High Point, NC

(2026-08)

Support pharmaceutical formulation and encapsulation operations within a regulated GMP manufacturing environment.

• Follow SOPs and production requirements while completing detailed production activities, material handling, documentation, and quality checks.
• Monitor production activities and equipment while maintaining attention to accuracy, safety, product quality, and established procedures.
• Maintain organized records and work areas in an environment requiring strong documentation, consistency, and attention to detail.

Customer Service Representative - Everise - Remote/Customer Operations

(2022-10 - 2023-06)

Provided customer support in a high-volume service environment, handling questions, troubleshooting issues, researching account information, and working toward first-contact resolution.

• Documented customer interactions and case details accurately while following established workflows, quality standards, and privacy requirements.
• Used active listening and clear communication to explain information, de-escalate concerns, and guide customers through next steps.
• Managed multiple customer needs while maintaining productivity, accuracy, professionalism, and consistent service quality.
• Worked independently within structured procedures and performance expectations, building experience directly applicable to remote phone, chat, email, and customer-operations roles.

Technical Support Specialist - Lenovo (TRC) - Whitsett, NC

(2021-07 - 2022-01)

Provided technical troubleshooting and support using standardized procedures while maintaining quality and accuracy.

• Installed, configured, and supported equipment according to company standards and documented work completed.
• Maintained accurate inventory and service records while working in a production-focused environment requiring precision, accountability, and teamwork.

Health Screener - Wake Forest Baptist Hospital (Graham Personnel Services) - Winston-Salem, NC

(2022-01 - 2022-10)

Screened patients, visitors, and contractors while verifying information and following hospital protocols.

• Maintained confidential records, communicated directions clearly, and coordinated with staff to support safe facility operations.
• Followed infection-prevention, privacy, and workplace-safety procedures in a fast-paced healthcare environment.

Bachelor of Arts - Integrated Professional Studies - University of North Carolina at Greensboro (2023-12)

North Carolina BioWork Certificate - BioWork training: GMP, cGMP awareness, SOPs, GDP, biotechnology manufacturing, quality systems, cleanroom fundamentals, aseptic processing, OSHA & workplace saf (2026-04)