Amanda Abernathy
Cypress
Summary
Motivated Customer Service Representative with over 6 years of retail experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Dedicated customer service representative talented at processing high volumes of error-free transactions and meeting departmental goals. Offers 6 years of experience in customer service, retention and problem resolution. Smoothly manages conversational flow and diffuses difficult customer situations.
Overview
11
11
years of professional experience
Work History
Client Service Representative
JPMorgan Chase
08.2023 - Current
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Streamlined communication for improved efficiency by creating a centralized system for tracking client requests.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
Customer Service Specialist
PNC Bank
02.2022 - 08.2023
- Specialist in Credit card servicing. Assisting with payments, due date updates.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Boosted team efficiency by sharing best practices, leading training sessions, and providing ongoing support to fellow representatives.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Evaluated customer data to identify and prevent fraudulent activities.
Customer Service Representative
Nordstrom.com
11.2019 - 10.2021
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
- Remained constantly aware of customer activity to ensure safe and secure shopping environment.
- Made outbound calls to obtain account information.
- Working directly with UPS, FedEX, OnTrac and more to make sure customer items are on the way or on track.
- I worked on fulfilling email from direct customers and worked on customer chats
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers in making payments on accounts and setting up payment plans.
- Educated customers on special pricing opportunities and company offerings.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Senior Customer Service Representative
Enterprise Rent-A-Car
01.2017 - 02.2020
- Responded to all customer inquiries thoroughly and professionally.
- Coordinated between billing department and customers to resolve problems.
- Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner.
- Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention.
- Worked with the management team to implement the proper division of responsibilities.
- Referred unresolved customer grievances to designated departments for further investigation.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
Sales Associate
Gymboree
04.2016 - 02.2017
- Stocked shelves and supplies and organized displays.
- Maintained adherence to all company protocols.
- Worked collaboratively with team members to drive customer service initiatives, achieving sales goals and increasing feedback scores.
- Greeted customers and ascertained needs to ensure high-quality service and appropriate product recommendations.
- Analyzed and properly processed product returns and assisted customers with other selections.
- Collaborated with in-store maintenance, stocking, merchandising and upkeep, successfully prioritizing tasks in order to achieve a wide range of daily objectives.
- Trained and served as a peer coach for new sales associates.
Team Member Lead
Universal Studios
08.2013 - 11.2015
- Consistently met deadlines and requirements for all production work orders.
- Responsible for making sure employees took scheduled lunches and breaks
- Occasionally assited in the toll booth
- Counting and Processing money that was collected during my shift
Receptionist
The Art Gallery
01.2013 - 07.2013
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate management instruction.
- Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
Education
Associate of Arts - Psychology
California State University - Northridge
Northridge, CA2024
High School Diploma - General Studies
Santee Education Complex
Los Angeles, CA2013
Skills
- Excellent work ethic
- Strong interpersonal skills
- Client relations strength
- Cash flow management
- Quick learner
- Customer-oriented
- Motivated team player
- Detail-oriented
- Computer literate
- Skilled problem solver
- Exceptional time management skills
- Positive and friendly
- Key holder experience
- Active listening skills
- Credit card payment processing
- Report generation
- Call Center Operations
Timeline
Client Service Representative
JPMorgan Chase
08.2023 - Current
Customer Service Specialist
PNC Bank
02.2022 - 08.2023
Customer Service Representative
Nordstrom.com
11.2019 - 10.2021
Senior Customer Service Representative
Enterprise Rent-A-Car
01.2017 - 02.2020
Sales Associate
Gymboree
04.2016 - 02.2017
Team Member Lead
Universal Studios
08.2013 - 11.2015
Receptionist
The Art Gallery
01.2013 - 07.2013
Associate of Arts - Psychology
California State University - Northridge
High School Diploma - General Studies
Santee Education Complex