Amanda Copeland
Stockbridge,GA
Summary
Detail oriented professional with 20+ years of experience and a proven knowledge of customer service. Communicative customer service professional motivated to maintain customer satisfaction and contribute to the company’s success. History sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
12
12
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
Atlanta , GA
03.2023 - Current
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Ensured all boarding passes were printed accurately prior to flight departure time.
- Verified passenger documentation ensuring compliance with applicable laws and regulations.
- Processed refunds, exchanges, and upgrades when necessary.
- Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
- Entered information in altea system to maintain updated details related to customer ticket orders, reservations and payment method.
- Provided guidance to trainees in order to ensure effective job performance.
- Offered all levels of training to diverse personnel via variety of instructional methods.
- Collaborated with other departments to maintain current knowledge of training needs.
- Explained goals and expectations required of trainees.
- Greeted passengers and provided information about departure and arrival times.
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Communicated effectively with other departments to ensure the best customer experience possible.
Customer Service Manager
ADAPT COMFORT CLIMATE CONTROL
College Park, GA
01.2019 - 01.2022
- Improve customer experience
- Create engage customer
- Facilitate growth
- Take ownership of customer issues and follow through until the issue is resolved
- Kept accurate records and documentation of customer service actions and discussions
- Developed more in-depth service procedure and policies
- Adhere to and managed the approved budget
- Maintain and orderly work flow according to priorities.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
Bartender
Delaware North Companies
Atlanta
01.2015 - 07.2021
- Greets all guests with enthusiasm and friendliness
- Serves alcoholic beverages in an appropriate manner consistent with company standards
- Identifies food orders when ready and delivers items to tables in a timely manner
- Maintains a safe, clean, organized, and stocked work area
- Responsible for constant sanitation, organization, and proper food handling
- Prepares work area for either opening, mid-shift, or closing in accordance with company standards.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
- Adhered to state regulations regarding serving alcohol responsibly.
- Attended regular training sessions to stay updated on new products or trends.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Developed good working relationships with fellow employees through effective communication.
Patient Access Associate
PIEDMONT HEALTHCARE
Fayetteville, GA
06.2017 - 02.2019
- Excellent verbal and written communication and customer service skills
- Obtain and enter demographic, clinical, financial information into the computer system
- Interview patients to accurately obtain all opening information required for admission
- Prepare admitting and discharge records and forward them to proper departments
- Carry out insurance verification, consent and notification
- Explain and obtain signatures on admission, clinical and financial forms
- Determine expected cost for services being rendered.
- Collected co-pays and other payments from patients at time of service.
- Applied HIPAA privacy and security regulations while handling patient information.
- Collaborated with other departments to ensure quality customer service was delivered.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance and medical information.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Documented patient counters in hospital system and initiated follow-up actions.
Server/Bartender
PASSPORTS BAR AND GRILL
Atlanta
01.2012 - 01.2015
- Serves alcoholic beverages in an appropriate manner consistent with company standards
- Identifies food orders when ready and delivers items to tables in a timely manner
- Maintains a safe, clean, organized, and stocked work area
- Responsible for constant sanitation, organization, and proper food handling.
Education
High School Diploma -
Jonesboro High School
Jonesboro, GA06-2001
Skills
- Management
- Scheduling
- Money Handling Experience
- Customer Service
- Data Entry
- Training
- Team Leader
- Medical Terminology
- Multi-tasking and good organization
- Microsoft office, excel and power point
- Call Control
- Case Management
- Problem Resolution
- Outstanding communication skills
- Information Verification
- Complaint Handling
- Returns and exchanges
- Customer Relations
- Upselling
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- CRM Software
- Appointment Scheduling
- Filing
Timeline
Customer Service Agent
Southwest Airlines
03.2023 - Current
Customer Service Manager
ADAPT COMFORT CLIMATE CONTROL
01.2019 - 01.2022
Patient Access Associate
PIEDMONT HEALTHCARE
06.2017 - 02.2019
Bartender
Delaware North Companies
01.2015 - 07.2021
Server/Bartender
PASSPORTS BAR AND GRILL
01.2012 - 01.2015
High School Diploma -
Jonesboro High School