Summary
Overview
Work History
Education
Skills
Languages
Timeline
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AMALIA WRIGHT

Summary

Highly motivated Customer Service Representative with 10+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, inspiring humanity, and increasing customer engagement.

Professional with strong background in coaching, equipped to drive team success and foster individual growth. Known for flexibility, reliability, and unwavering focus on achieving results through collaboration and adaptability. Proficient in building rapport, and enhancing team morale.

Overview

10
10
years of professional experience

Work History

Coach

Discover Financial Services, DFS
11.2022 - Current
  • Enhanced team performance by developing and implementing effective coaching strategies.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Keeping team morale up/Team engagement
  • Setting goals with agents and setting actions plans with those agents to ensure they meet their goal
  • Helping agent develop within their own roles providing them with tools they need to help them grow individually and as a team
  • Building relationships with agents and establishing that trust, strengthening that relationship through consistent support


Call Escalation Group

Discover Financial Services, DFS
07.2021 - 11.2022
  • Provided leadership, insight and mentoring to frontline Customer Service agents to supply knowledge of various company programs and procedures
  • Maintain knowledge of company products and services to promptly resolve complaints and concerns
  • Assist agents with resolving complex customer issues and implementing targeted solutions.
  • Provide support and understanding in resolving customers needs to the best of my ability to insure customer feels heard and acknowledged to help provide that great customer experience.
  • Strong ability to handle emotive customers with any concerns in relation to their account and insure they have all their feedback addressed to maintain company compliance
  • Adapt to company changes in policy and procedures to maintain up to date to make sure I have all the tools and knowledge to help our customers
  • Work on queues for following up with customers, company procedures, working as wrong merchant category queue for Discovers Cashback Bonus 5% Quarterly programs to insure qualifying transactions are getting the correct rewards and being categorized correctly

Customer Support Specialist Spanish

Discover Financial Services
10.2019 - 07.2021
  • Handled customer complaints promptly and effectively.
  • Assisted customers in making payments on accounts, setting up payment plans when eligible.
  • Resolved customer issues and diffused situations by listening to concerns and developing solutions.
  • Double-checked account and application information provided by clients to assist in making accurate credit decisions.
  • Assisting customers with questions about interest rates and promotions and offers

Trueblue Bilingual Support Jetblue Airways

09.2015 - 09.2019
  • Answer incoming calls coming from customers or crewmembers.
  • Provide information including flights, delays, Mosaic Program, Trueblue Program, points pooling, general inquiries.
  • Support and troubleshoot with customers and crewmembers calling in with any processes they may need assistance with.
  • Manage points for customers, look over transaction history, Mosaic status, booking flights, assist with changes and cancellations.
  • Offered Jetblue products such as Jetblue Mastercard, Avis/Budget car rentals, and Getaway packages.

Education

Highschool Diploma -

Murray High School
2004

Skills

  • Extremely dedicated, organized, and team oriented Strong written and verbal communication skills Show great work ethic, patience, empathic, positive, great initiative and adaptability Strong ability to support and assist co-workers and customers utilizing best practices
  • Building relationships
  • Personable and friendly
  • Group leadership
  • Effective communication
  • Ability to multi-task and work under pressure
  • Some knowledge in Excel/Microsoft Word/Powerpoint

Languages

Spanish
Native or Bilingual

Timeline

Coach

Discover Financial Services, DFS
11.2022 - Current

Call Escalation Group

Discover Financial Services, DFS
07.2021 - 11.2022

Customer Support Specialist Spanish

Discover Financial Services
10.2019 - 07.2021

Trueblue Bilingual Support Jetblue Airways

09.2015 - 09.2019

Highschool Diploma -

Murray High School

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