Amanda Cole
Orlando,FL
Summary
Customer Service Professional with extensive experience in account management, technical support, and training and development. Proven track record in managing escalated customer inquiries, delivering advanced troubleshooting assistance, and facilitating seamless communication across teams. Adept at leveraging problem-solving skills, CRM expertise, and quality assurance techniques to enhance customer satisfaction and operational efficiency. Strong background in mentoring and developing staff, authoring procedural documentation, and improving internal processes. Highly detail-oriented, with excellent organizational, multitasking, and conflict resolution abilities. Committed to building and maintaining positive relationships with customers and team members alike.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Account & Project Manager
Liftoff Commerce
08.2022 - Current
- Efficiently managed shared email inboxes to address project requests, billing issues, support queries, and customer onboarding.
- Utilized a high-volume ticket-tracking system to manage and monitor projects across various teams.
- Conducted comprehensive account research to ensure up-to-date MSAs, accurate billing, and optimal subscription utilization.
- Enhanced team performance by supervising and mentoring junior account managers.
- Led and structured internal and external meetings for seamless communication and project coordination.
- Authored procedural and how-to documentation, improving knowledge sharing and operational efficiency.
- Analyzed and improved internal processes, enhancing the efficiency and accuracy of billing operations.
Apple T4 Virtual Instructor
Kelly Services
04.2016 - 08.2022
- Conducted virtual instructor-led classes for groups of up to 25 learners, delivering engaging and effective learning experiences.
- Delivered dynamic and customized classes using Apple's curriculum, adapting content to suit the requirements of diverse groups.
- Developed supplemental training materials to enrich the standard curriculum and cater to individual learner requirements.
- Utilized the T3 process to train and support new trainers across various class types, maintaining consistent delivery standards.
- Implemented the T4 process to QA new and experienced trainers, providing world-class feedback and development to maintain high training quality.
Senior Apple Technical Support Advisor
Kelly Services
07.2015 - 01.2018
- Handled escalated customer inquiries from Tier 1 agents, delivering advanced technical support and troubleshooting expertise to resolve intricate issues.
- Drove the resolution of critical problems by effectively coordinating case escalations to Apple's engineering team.
- Provided coaching and mentoring to Tier 1 agents, leading to enhanced customer support skills and increased proficiency.
- Leveraged in-depth knowledge of Apple products and services to deliver comprehensive assistance, maintaining high standards of customer satisfaction.
Education
Some College (No Degree) - Medical Assisting
MedTech
Marietta, GASkills
- Problem Solving
- Teamwork
- Account Management
- Documentation and Reporting
- Detail-Oriented
- Customer Relationship Management (CRM)
- Quality Assurance
- Relationship Building
- Time Management
- Excellent Communication
- Organizational Skills
- Multitasking
- Conflict Resolution
- Training and Development
- Technical Support
- Medical terminology knowledge
- Administrative Support
- Escalation management
Certification
- Apple T4 Certification
Timeline
Account & Project Manager
Liftoff Commerce
08.2022 - Current
Apple T4 Virtual Instructor
Kelly Services
04.2016 - 08.2022
Senior Apple Technical Support Advisor
Kelly Services
07.2015 - 01.2018
Some College (No Degree) - Medical Assisting
MedTech
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