Amanda Andrews
Milford,ME
Summary
Hardworking professional experienced in customer service management and quality assurance. Demonstrated success in handling complicated policy issues with efficiency and accuracy. Bringing 8 years of related account resolution experience. Proven leader with top-notch skills in investigations management, research and problem solving. Proficient in applicable policy guidelines, coverage limitations and related liabilities. Adept at handling tough calls for junior team members, as well as assisting management with keeping the department running smoothly.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Rotech Healthcare
03.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
Senior Resolution Specialist
DISH
03.2021 - 03.2024
- Assisted management with keeping team working efficiently.
- Helped team members develop skills and improve performance to maximize service and productivity.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
Department Manager
Walmart
07.2018 - 01.2021
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Communicated with managers of other departments to maintain transparency.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Created and enforced department policies, procedures and standards to establish productivity and quality.
- Partnered with merchandising team to plan and execute floor moves, merchandise placement, and overall sales set-up.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Developed and implemented useful inventory management strategies to maximize sales and reduce costs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
PCA/CNA, Float Pool
Scott & White Memorial Hospital
10.2016 - 06.2017
- Communicated and documented pertinent observations and information to maintain complete and accurate record of care given to patient.
- Offered direct physical care and basic nursing procedures and treatments for patients in stable condition under general supervision of RN.
- Recognized patient and family reactions to hospitalization, illness, procedures and staff and initiated supportive measures.
- Maintained knowledge and skills necessary to meet developmental needs of patients and recognized need for continuing development.
- Maximized patient safety, employed interventions and interacted with patient to increase engagement and redirect behavior.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Educated patients and family members on best home care practices for healing and recovery.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
Assistant Manager
Dollar General
08.2015 - 10.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created employee schedules to align coverage with forecasted demands.
- Developed strategy to increase sales and drive profits.
- Reviewed sales and gross profit report to assess company efficiency.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Monitored security to protect employees, customers and property.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
High School Diploma -
Twin Lakes High School
Monticello, IN06.1997
Skills
- Creative Solutions
- Customer Loyalty
- Customer Accounts Management
- Conflict Resolution Techniques
- Account Updates
- Regulations and Policies
- Customer Needs Assessments
- Ability to Be Flexible
- Staff Support
- Company Standards
- Customer Interaction
- Teamwork Skills
Timeline
Customer Service Representative
Rotech Healthcare
03.2024 - Current
Senior Resolution Specialist
DISH
03.2021 - 03.2024
Department Manager
Walmart
07.2018 - 01.2021
PCA/CNA, Float Pool
Scott & White Memorial Hospital
10.2016 - 06.2017
Assistant Manager
Dollar General
08.2015 - 10.2016
High School Diploma -
Twin Lakes High School
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