Amanda Conn
Green Bay,WI
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
West Marine
Fort Lauderdale, FL
05.2016 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Service Representative
Jay's Sporting Goods
Clare, MI
06.2009 - 03.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Took special orders in person and over telephone, generating additional revenue every month.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Strengthened customer retention by offering discount options.
- Mentored junior team members and managed employee relationships.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Supported sales team members to drive growth and development.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed strong customer relationships to encourage repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
Roosevelt High School
Wyandotte06-2024
Some College (No Degree) - Nursing
Baker College
Flint, MISkills
- Data Entry
- Account updating
- Product Knowledge
- Complaint resolution
- Inbound and Outbound Calling
- Retail store support
- Computer Proficiency
- Tracking complaints
- Critical Thinking
- Conflict Resolution
- Typing proficiency
- Product Education
- Problem-solving abilities
- Proofreading
- Adaptive team player
- Complaint Handling
- Follow-up skills
- Support case resolution
- Refunds processing
- Customer Service
- Professional telephone demeanor
- Positive and professional
References
References available upon request.
Timeline
Customer Service Representative
West Marine
05.2016 - Current
Customer Service Representative
Jay's Sporting Goods
06.2009 - 03.2016
High School Diploma -
Roosevelt High School
Some College (No Degree) - Nursing
Baker College