Amanda Cantu
Boise,ID
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
21
21
years of professional experience
Work History
Tier 2 Customer Service Representative
ModSquad
03.2023 - Current
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Consistently met performance metrics with effective problem-solving tactics, resulting in positive reviews from customers.
- Provided comprehensive product knowledge to address customer questions confidently and accurately.
- Retained customers through empathetic interactions, negotiation skills, and offering tailored solutions to their concerns.
- Cross-trained in multiple departments to provide seamless assistance regardless of the specific issue at hand.
- Served as an escalation point for challenging cases, taking ownership of complex problems until satisfactory resolutions were achieved.
- Developed strong rapport with clients, fostering long-term relationships and repeat business.
- Social Media Moderation.
Customer Support Specialist
Montana Dakota Utilities
08.2021 - 03.2023
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Product Merchandiser
Premier Connections, LLC
03.2017 - 03.2021
- Enhanced customer satisfaction by offering personalized product recommendations based on individual preferences and needs.
- Trained new team members on best practices for product merchandising, ensuring consistent visual standards across the store.
- Collaborated with marketing team to develop eye-catching in-store signage and promotional materials that drove customer interest and engagement.
- Regularly evaluated customer feedback and shopping patterns to identify opportunities for improvement in product offerings and presentation strategies.
- Implemented sales strategies to generate leads and maximize profit margins.
- Boosted sales through effective collaboration with vendors to secure exclusive promotional deals.
Therapy Technician
Center For Independent Living/ Clearwater CC
03.2008 - 07.2017
- Enhanced patient recovery by implementing customized therapeutic exercises and activities.
- Improved patient mobility with the use of assistive devices and manual techniques.
- Contributed to effective treatment plans by accurately documenting progress notes and observations.
- Ensured patient safety during therapy sessions, following proper protocols and guidelines.
- Assisted therapists in improving treatment outcomes for patients through close collaboration and communication.
- Maintained accurate patient records, tracking progress, and reporting any concerns or changes to supervising therapists.
- Contributed to the development of new therapy programs by researching best practices and attending professional workshops.
- Assisted in the training of new staff members, sharing expertise on effective rehab therapy techniques to ensure a consistent level of care across the facility.
Medical Secretary/Front Desk Receptionist
Psychiatric Services
01.2003 - 03.2006
- Enhanced patient satisfaction by efficiently scheduling appointments and managing calendars for multiple physicians.
- Streamlined office communications by promptly answering phone calls, routing messages, and providing accurate information to patients.
- Increased office efficiency with thorough management of medical records, ensuring accuracy and accessibility for all staff members.
- Supported physicians in delivering optimal care by accurately transcribing medical orders and maintaining up-to-date documentation.
- Improved billing processes by diligently verifying insurance coverage, submitting claims, and following up on unpaid balances.
Education
Certificate - Physical Therapy Assistance
College of Western Idaho
Nampa, ID01.2014
Certification - Foods, Nutrition, And Wellness Studies
University of Idaho
Moscow, ID05.2003
Certification - Child Development
College of Southern Idaho
Twin Falls, ID05.1996
Skills
- CRM software knowledge
- Service support
- Customer Service
- Call Center Operations
- Windows 10
- Ticket support system management
- Call Management
- Account updating
- Data Entry
- Complaint resolution
- Appointment Scheduling
- Problem-solving abilities
- De-Escalation Techniques
- Complaint Handling
- Service Upselling
- Follow-up skills
- Prioritization
- Escalation management
- Account Management
- Staff education and training
- Professional telephone demeanor
- Call center experience
- Social Media Support
- Customer Retention Strategies
- Medical terminology knowledge
- Email expertise
Timeline
Tier 2 Customer Service Representative
ModSquad
03.2023 - Current
Customer Support Specialist
Montana Dakota Utilities
08.2021 - 03.2023
Product Merchandiser
Premier Connections, LLC
03.2017 - 03.2021
Therapy Technician
Center For Independent Living/ Clearwater CC
03.2008 - 07.2017
Medical Secretary/Front Desk Receptionist
Psychiatric Services
01.2003 - 03.2006
Certificate - Physical Therapy Assistance
College of Western Idaho
Certification - Foods, Nutrition, And Wellness Studies
University of Idaho
Certification - Child Development
College of Southern Idaho
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