Summary
Overview
Work History
Education
Skills
Timeline
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Amanda Cyr

Kalispell,MT

Summary

Dynamic Senior Customer Service Specialist at We Insure LLC with a proven track record in coaching and mentoring, enhancing team performance through targeted training programs. Expert in conflict management and process optimization, consistently improving customer satisfaction rates by effectively resolving complex issues. Committed to fostering a collaborative and efficient work environment.

Overview

8
8
years of professional experience

Work History

Senior Customer Service Specialist

We Insure LLC
10.2021 - Current
  • Mentored junior team members, sharing best practices and fostering a supportive work environment conducive to growth.
  • Developed and implemented training programs for new hires, contributing to enhanced team performance and productivity.
  • Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
  • Assisted with the development of departmental policies and procedures aimed at improving efficiency without compromising on customer satisfaction levels.
  • Improved customer satisfaction rates by efficiently addressing and resolving complex issues in a timely manner.
  • Conducted quality assurance evaluations on customer interactions, providing constructive feedback to enhance service delivery standards.
  • Tracked performance metrics to identify areas of improvement, leading to targeted coaching sessions for team members.

Agency Services Specialist

NFS
03.2017 - 10.2021
  • Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
  • Trained new team members, sharing best practices and ensuring consistent service standards across the department.
  • Streamlined service processes for increased efficiency and improved customer experiences.
  • Assisted sales teams in designing customized solutions for clients based on their unique needs and requirements.
  • Developed strong relationships with clients, fostering trust and loyalty through exceptional service delivery.
  • Fostered a positive work environment that encouraged collaboration, innovation, and continuous improvement among team members.
  • Provided expert guidance in troubleshooting complex issues, leveraging extensive industry knowledge to resolve problems quickly and efficiently.
  • Conducted comprehensive analysis of client feedback to identify trends and implement targeted improvements accordingly.
  • Established solid partnerships with key stakeholders throughout the organization to ensure seamless service delivery and alignment with company objectives.
  • Developed comprehensive training programs designed to enhance skill sets of both new hires as well as experienced employees within the organization.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Positively engaged with customers and maintained professional appearance as company representative.
  • Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.

Education

High School Diploma -

Kingman High School
Kingman, AZ
06.2003

Skills

  • Call center experience
  • Coaching and mentoring
  • Documentation review
  • De-escalation techniques
  • Live chat support
  • SOP writing
  • Process optimization
  • Representative training
  • Customer service
  • Time management
  • Attention to detail
  • Abilities
  • Reliability
  • Calm and professional under pressure
  • Organizational skills
  • Self motivation
  • Active listening
  • Adaptability and flexibility

Timeline

Senior Customer Service Specialist

We Insure LLC
10.2021 - Current

Agency Services Specialist

NFS
03.2017 - 10.2021

High School Diploma -

Kingman High School

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Amanda Cyr