Amanda Blake
Atlanta
Summary
Customer service professional with extensive experience managing support teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor/SME Cross-border
DHL ECommerce
02.2023 - 03.2025
- Hired, managed, developed and trained new staff, established and monitored goals.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, quality audits and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Led regular customer service meetings to review progress, identify challenges and provide feedback.
- Developed comprehensive training materials, ensuring consistent knowledge and skill development across the team.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Customer Service Team Leader/SME
DHL ECommerce
07.2021 - 02.2023
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Streamlined team processes for increased efficiency and productivity.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Led training sessions for new customer service protocols, resulting in improved customer satisfaction scores.
- Coached team members individually to develop their skills and improve performance, tailoring guidance to their specific needs.
Customer Service Representative/SME
DHL ECommerce
02.2020 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Coordinating email distribution & phone calls to resolve customer inquiries on International and domestic shipments.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Axiom Staffing-For DHL ECommerce
04.2018 - 02.2020
- Provided the same services as CSR/SME above. Promoted to full-time employee of DHL eCommerce from contractor.
Customer Sales Assistant/Team Trainer
Target
09.2006 - 10.2017
- Team training, Supervision & scheduling of knew and current staff across multiple departments.
- Managed service desk, dispensed cash, monitored & assigned cashiers.
- Managed inventory and maintained an organized store environment, reducing stock discrepancies and enhancing visual appeal.
- Built strong relationships with customers, fostering loyalty and repeat business.
- Provided personalized recommendations based on customer needs to boost sales and satisfaction levels.
- Utilized strong communication skills to effectively upsell relevant add-on products or services during transactions.
- Cross-Trained in all store departments, continuously improving product knowledge and sales techniques.
- Processed cash and credit transactions accurately, maintaining a balanced register at the end of each shift.
Education
Associate of Science - Advanced Emergency Medical Technician
Chattahoochee Technical College
Acworth, GAAssociate of Science - Surgical technologist
Georgia Medical Institute
Marietta, GAScience
Kennesaw State University
Kennesaw, GASkills
- Proficient in Microsoft Office Suite
- Client Relationship Management
- Effective Team Leadership
- Customer Service Excellence
- Client Needs Identification
- Strategic Decision-Making
- Efficient Typing Skills
- Process Optimization
- Proficient Written/Verbal Communication
- Effective Multitasking & Time Management
- Analytical Problem-Solving
- Strong Organizational Skills
Accomplishments
- Employee of the quarter twice.
- Promoted 3 times in 5 years.
- Supervised team of 10 staff members.
- Subject matter expert: International eCommerce logistics & Customer service
Certification
Certified eCommerce Specialist
Certified eCommerce Management
First Choice Master Bronze
Timeline
Customer Service Supervisor/SME Cross-border
DHL ECommerce
02.2023 - 03.2025
Customer Service Team Leader/SME
DHL ECommerce
07.2021 - 02.2023
Customer Service Representative/SME
DHL ECommerce
02.2020 - 07.2021
Customer Service Representative
Axiom Staffing-For DHL ECommerce
04.2018 - 02.2020
Customer Sales Assistant/Team Trainer
Target
09.2006 - 10.2017
Associate of Science - Advanced Emergency Medical Technician
Chattahoochee Technical College
Associate of Science - Surgical technologist
Georgia Medical Institute
Science
Kennesaw State University
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