Amanda Cordisco
Los Angeles,United States
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
Flexport, Inc.
06.2023 - Current
- Handled complex and sensitive customer relations and quality control issues to minimize negative impact to business direction.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs. Took Intercom chat from 7 minute first response SLA to 1 minute SLA during our peak season.
- Elevated customer satisfaction and loyalty by taking ownership of customer escalations and following through to resolution.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
- Conducted training and mentored team members to promote productivity and commitment to being customer obsessed.
- Coached employees to develop strong customer support skills to minimize process issues and exceed customer expectations.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Implement knowledge base resources in Guru to maximize team member development and potential.
- Cultivated positive rapport with fellow employees to boost morale and promote employee retention.
- Established team priorities, maintained schedules and monitor performance.
- Lead a team of fourteen Customer Support Specialists in daily operations, including chat, and enhancing each of their professional development.
- Closely monitor team and individual metrics to ensure we are meeting and exceeding our KPIs, and create an environment for everyone to learn from each other and maintain team morale.
- Monitor customer issues to identify trends and root cause to enhance user experience.
- Team player- I am never too scared to hop in and assist where help is needed.
Seller Support Coordinator
Deliverr / Shopify/ Flexport
04.2022 - 06.2023
- Enabled and supported e-commerce fulfillment merchants, ensuring effective utilization of our self-serve platform.
- Demonstrated versatility by acquiring expertise across various areas of the support team, becoming a go-to person for assistance.
- Currently contributing to the development of an executive escalations team.
- Managed customer expectations, fostering positive user experiences with support and technology functionality.
- Proactively responded to, troubleshooted, and communicated resolutions for Merchant issues, ensuring a cohesive end-to-end resolution.
- Stepped in as a temporary manager for the largest team in the support organization during manager absences, leaves, or turnover, fostering a collaborative and safe work environment.
- Prepared the team for peak holiday seasons by providing training materials I assisted in creating, conducting training sessions, and implementing quizzes for ongoing knowledge reinforcement. Ensured inclusivity in training materials for a diverse team spanning different countries.
- Spearheaded the revamp of the inbounds Guru Knowledge base.
- Prioritized and resolved systemic problems in collaboration with Operations and Engineering teams.
- Oversaw the chat team, ensuring communication alignment with merchant expectations and providing coaching for continuous improvement.
- Hosted a 1-hour Open Office for the team to come ask questions and get assistance with the tickets and projects on a daily basis.
Help Desk Support Technician
Flintridge Sacred Heart Academy
09.2019 - 04.2022
- Managed staff and student expectations for support and technology functionality, enhancing the overall experience.
- Optimized repair processes and updated support procedures for consistency.
- Oversaw inventory and maintenance for 400+ Mac and PC devices using Snipe IT.
- Delivered end-user troubleshooting and desktop support for both PC and Mac systems.
- Enhanced knowledge through professional development technology courses.
- Provided instructional materials and support to facilitate user understanding.
- Ensured positive user experiences through seamless distance learning support via Zoom.
- Deployed iPads and laptops with required software using Mosyle Manager MDM Software.
Front Office/ Student Information Tech Manager
St. Rita School
05.2019 - 09.2019
- Managed student registrations and withdrawals, ensuring accurate records.
- Provided comprehensive SchoolSpeak software support and training for the entire school community.
- Maintained up-to-date student and family data in the SchoolSpeak system, including health information.
- Developed and implemented standardized operating procedures for record- keeping.
- Digitized all forms and connected them to student and family profiles through the SchoolSpeak Student Information Database System.
- Improved technological proficiency through professional development courses. Trained faculty and staff in the integration of technology and software applications.
Media Clerk
Emperor Elementary School- Temple City Unified
09.2016 - 05.2019
- Responded to end users' support requests, guiding students and staff through basic troubleshooting tasks.
- Stayed current on the latest technologies, ensuring optimal support for school products.
- Conducted hardware repairs by removing and replacing malfunctioning computer components.
- Trained end-users on software, hardware, and network standards, emphasizing best practices.
- Managed lab equipment, providing instruction on proper use and maintaining cleanliness.
- Taught over 600 students modern technology applications, emphasizing web etiquette.
- Led a 40-student computer lab, developing tailored lesson plans for beginners to advanced users.
Education
Bachelor of Arts - Liberal Studies With An Emphasis in Child And Huma
California State University - Long Beach
Long Beach, CA05.2019
Associate of Arts - General Education
Rio Hondo College
Whittier, CA05.2014
Skills
- Coaching and Mentoring
- Customer Service
- Guru
- Intercom
- Zendesk
- JIRA
- Process Improvement
- Good Judgment
- Team Leadership
- Problem Resolution
- Task Delegation
- Teamwork and Collaboration
Timeline
Customer Service Manager
Flexport, Inc.
06.2023 - Current
Seller Support Coordinator
Deliverr / Shopify/ Flexport
04.2022 - 06.2023
Help Desk Support Technician
Flintridge Sacred Heart Academy
09.2019 - 04.2022
Front Office/ Student Information Tech Manager
St. Rita School
05.2019 - 09.2019
Media Clerk
Emperor Elementary School- Temple City Unified
09.2016 - 05.2019
Bachelor of Arts - Liberal Studies With An Emphasis in Child And Huma
California State University - Long Beach
Associate of Arts - General Education
Rio Hondo College
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