Amanda Ates
Odenton,MD
Summary
Personable and dedicated Customer Service Representative with extensive experience in Call Center Representative industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Call Center Representative
AppleOne
Pittsburgh, PA
08.2021 - 04.2023
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Promoted available products and services to customers during service, account management and order calls.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Collected deposits or payments and arranged for billing.
- Took special orders in person and over telephone, generating additional revenue every month.
Substitute Preschool Teacher
Right Start Academy
Gambrills, MD
02.2019 - 06.2021
- Remained up-to-date with emergency procedures to keep students and staff safe in emergency events.
- Operated computers or audio-visual aids to supplement class presentations.
- Ensured classrooms were clean and organized at all times.
- Addressed rowdy and uncooperative students by speaking firmly and informing head teacher of transgressions.
- Prepared lesson plans for various age groups in accordance with the curriculum guidelines.
- Provided notes and reports on school day activities to primary teacher.
- Worked one-on-one with struggling students to help them understand difficult concepts or complete assignments.
- Maintained accurate records of attendance, grades, assessments.
- Helped head teacher by restocking missing or low supplies in classroom.
- Distributed worksheets and homework assignments from head teacher to assist with classroom operations.
Home Attendant
Freedom Care
The Bronx, NY
09.2017 - 07.2018
- Monitored durability of medical equipment and healthcare supplies, completing orders, and restocking items.
- Managed patient transportation and appointment scheduling.
- Tracked and reported clients' progress based on observations and conversations.
- Provided companionship by engaging in conversation, playing games, or reading aloud.
- Offered support to families of patient through respite services, guidance and companionship.
- Organized oral medications for clients following dosage and schedule requirements.
- Contributed to case reviews of client status and progress.
Key Holder
Aerosole Shoe Store
New York, NY
02.2013 - 01.2018
- Help on sales floor selling merchandise and maintaining a clean and safe working environment for customers as well as employees to handle fast paced environments.
- Received shipments from vendors and ensured that all products were properly stocked in their designated locations.
- Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
- Delegated work to staff, setting priorities and goals.
- Supported long-term business strategies, generating guest relations feedback for process improvements.
- Managed 20 employees.
- Managed daily operations, client relations and IT.
- Performed daily banking duties such as deposits and withdrawals of funds from registers.
Education
Anne Arundel Community College (AACC)
01.2024
BCC (CUNY)
05.2018
John V. Lindsay Wildcats
05.2012
Skills
- Customer Service
- Report Preparation
- Payment Processing
- Complaint Resolution
- Customer Relationship Management
- Technical Support
- Call Control
- Account Updating
- Product Upselling
- Sales Closing
- Call Center Operations
- Answering Questions
- Customer Support
- Training Experience
- Problem-Solving Skills
- Appointment Scheduling
- Call Controlling
- Call Documentation Skills
- Documentation and Reporting
- Customer Communications
Timeline
Call Center Representative
AppleOne
08.2021 - 04.2023
Substitute Preschool Teacher
Right Start Academy
02.2019 - 06.2021
Home Attendant
Freedom Care
09.2017 - 07.2018
Key Holder
Aerosole Shoe Store
02.2013 - 01.2018
Anne Arundel Community College (AACC)
BCC (CUNY)
John V. Lindsay Wildcats