Amanda Bowen
Prince Frederick,MD
Summary
Detail-oriented professional experienced in service operations and cross-functional collaboration. Known for effective problem-solving and attention to detail, I am ready to leverage my expertise to drive operational improvements, elevate customer satisfaction, and enhance company success.
Overview
9
9
years of professional experience
Work History
Service Operations Manager
Modern Power Systems
Bowie, md
10.2023 - 12.2025
- Coordinated maintenance schedules to ensure optimal performance of power systems.
- Implemented process improvements to enhance service delivery and customer satisfaction.
- Collaborated with cross-functional teams to resolve operational challenges swiftly.
- Developed training materials for onboarding new team members in service operations.
- Monitored staff performance to ensure adherence to company policies and procedures.
- Analyzed service reports to identify trends and recommend operational adjustments.
- Coordinated with other departments such as marketing and sales regarding promotional activities.
- Resolved escalated customer issues in a timely manner while maintaining high levels of satisfaction.
- Created and maintained accurate records of customer interactions, transactions, comments, and complaints.
- Implemented quality assurance standards for all customer interactions.
- Developed and implemented strategies to improve customer service operations and performance metrics.
- Evaluated employee job performance through regularly scheduled reviews.
- Scheduled employees' work hours according to business needs.
- Managed daily workflow of customer service team members.
- Collaborated with IT department to troubleshoot technical problems impacting customers.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Created employee work schedules to keep shifts properly staffed.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Coordinated with the warranty department to process claims and provide customer support.
- Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
- Process payroll for employees using automated payroll systems.
- Maintain accurate employee records and payroll data confidentiality.
- Verified employee hours worked against timesheets provided.
- Processed and issued accurate invoices for client transactions.
- Collaborated with the finance team to resolve invoicing discrepancies.
- Managed data entry tasks using company-specific software systems.
Service Disptacher
Kelly Generator & Equipment
Owings, Maryland
11.2019 - 07.2023
- Managed service requests for generator maintenance and repair.
- Coordinated technician schedules for timely service delivery.
- Communicated with customers to confirm service details and expectations.
- Utilized dispatch software to track job assignments and updates.
- Ensured accurate documentation of service calls and customer interactions.
- Resolved customer inquiries regarding service status and scheduling issues.
- Worked closely with lead technicians to handle scheduling, follow ups and recalls.
- Contacted technicians in afternoon to find out status for following morning and prepared start sheet.
- Facilitated communication between technicians in the field and corporate offices.
- Assisted in training new Service Dispatchers on operational procedures.
- Coordinated with other departments to ensure prompt response times.
- Received incoming calls from customers, assessed their needs and dispatched service technicians accordingly.
- Prepared daily work and run schedules.
Customer Relations Manager
Winegardner Buick GMC
Prince Frederick , md
05.2017 - 09.2019
- Primary telephone operator for a fast-paced dealership.
- Worked directly with customers to schedule service appointments and process payments for services.
- Updated the service database daily with the most current service documents for customers.
- Composed all documents pertaining to warranties and extended warranties to include warranty status, rental car documentation, as required.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential existing clients.
Education
High School Diploma -
Calvert High School
Prince Frederick, MD05-2001
Skills
- Process improvement
- Staff performance evaluation
- Customer service operations
- Cross-functional collaboration
- Quality assurance standards
- Service request management
- Invoicing accuracy
- Employee training
- Workflow management
- Customer relationship management
- Effective communication
- Time management
- Attention to detail
- Deadline driven
- Problem-solving
- Verbal and written communication
- Data entry
- Invoice processing
- Advanced Excel spreadsheet functions
- Word processing
- Accuracy and attention to detail
- Microsoft Excel
- Microsoft Visio
Timeline
Service Operations Manager
Modern Power Systems
10.2023 - 12.2025
Service Disptacher
Kelly Generator & Equipment
11.2019 - 07.2023
Customer Relations Manager
Winegardner Buick GMC
05.2017 - 09.2019
High School Diploma -
Calvert High School