Amanda Curameng

Progressed through multiple roles: HR Generalist, Call Center Supervisor, IEX Manager (2021–2025)
Key Contributions:

• Promoted multiple times due to performance and leadership, rising from frontline customer service to HR Generalist and WFM/IEX Scheduling Manager.
• Led cross-functional teams across remote environments, ensuring high-quality service delivery, team engagement, and operational efficiency.
• Carried out employee relations functions including coaching, disciplinary actions, and terminations with professionalism and compliance awareness.
• Supported full-cycle onboarding, from conducting orientations to managing background checks and setting up digital employee files.
• Maintained accurate HR records and implemented streamlined digital filing systems to support audits and legal compliance.
• Used NICE IEX and Excel to manage over 100 weekly schedules, improving adherence and forecast accuracy.
• Drove employee engagement by creating recognition programs and supporting a positive workplace culture.
• Provided real-time support during escalated service situations, balancing customer satisfaction with internal policy enforcement.

• Provided high-volume customer support via phone and email, specializing in assisting elderly customers with catalog-based orders.
• Guided customers through product selections, order placements, and account inquiries with patience and clarity.
• Resolved billing discrepancies, payment issues, and delivery concerns with empathy and attention to detail.
• Maintained accurate records and updated customer data to ensure smooth order processing and compliance.
• Built lasting customer loyalty by delivering warm, trustworthy service that reflected the company’s traditional catalog roots.

• Promoted to Shift Leader for demonstrating reliability, fast-paced service, and strong team coordination.
• Led front-of-house operations during peak shifts, ensuring smooth service flow, proper staffing, and timely conflict resolution.
• Trained and mentored new hires on POS systems, drink prep, and guest service protocols to maintain brand standards.
• Delivered outstanding bar service, contributing to a 10% increase in cocktail sales through upselling and menu recommendations.
• Maintained a clean, compliant work area and ensured adherence to all health and safety regulations.