Amanda Acuna
Fontana,Ca
Summary
Results-driven professional with 8+ years in customer service, collections, and team leadership. Expertise in resolving complex issues, managing high-volume requests, and ensuring compliance in fast-paced settings. Proven track record in coaching teams, streamlining operations, and meeting performance targets. Seeking to leverage a well rounded skill set and customer first approach in a growth oriented role within a reputable organization.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
SoCalGas
Redlands, Ca
05.2022 - Current
- Address customer inquiries, concerns, and service issues via phone, ensuring timely and accurate resolution of complaints.
- Process service requests, account changes, and bill inquiries efficiently, ensuring customer satisfaction.
- Use company software to document interactions and resolve billing, service, and technical issues.
- Educate customers on company products and services, including billing options, energy-saving programs, and customer assistance programs.
- Exceeded key performance metrics in customer satisfaction, response time, and first-contact resolution.
Collections Specialist
The Management Trust
Corona, Ca
06.2021 - 05.2022
- Managed and processed delinquent HOA liens in compliance with California state laws and HOA guidelines.
- Reviewed legal codes and statutes to ensure accurate filing of liens and related actions.
- Negotiated payment plans and settlements through effective communication with stakeholders.
- Collaborated with attorneys to prepare and file legal documents, including demand letters.
- Maintained accurate records of accounts, payments, and correspondence for transparency.
- Generated detailed reports for management on outstanding balances and payment status.
Assistant General Manager
Panera Bread
Rialto, Ca
04.2016 - 06.2021
- Lead, train, and develop a team of 45 employees, ensuring alignment with company standards, customer service excellence, and operational efficiency.
- Manage and optimize front- and back-of-house operations to ensure high standards of cleanliness, food quality, and safety compliance.
- Monitor and manage labor costs, food costs, and other operational expenses to achieve financial goals.
- Conducted performance evaluations and provided feedback to staff for continuous improvement.
- Implement safety protocols and health standards to ensure a safe environment for customers and staff.
Education
High School Diploma -
Colon High School
Ontario, Ca01.2014
Skills
- Customer service
- Conflict resolution
- Account management
- Billing inquiries
- Technical troubleshooting
- Data entry
- Team leadership
Timeline
Customer Service Representative
SoCalGas
05.2022 - Current
Collections Specialist
The Management Trust
06.2021 - 05.2022
Assistant General Manager
Panera Bread
04.2016 - 06.2021
High School Diploma -
Colon High School
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