Amanda Davenport

Work History

Staffing Manager

Advocate Home Health Care

Williamsport, PA

07.2018 - Current

Handle all staffing needs from recruiting to on boarding
Perform as Human Resource contact
Handle all complaints, questions, on boarding of new hires, and also handle terminating of provider contracts
Designed and implemented new staffing system within company to handle remote hiring needs
Perform various administrative duties as needed
Built and maintain companies website, advocatehomehealthcarepa.com which includes maintaining hosting services, keeping website healthy and updated, and digital marketing
Manage 5-10 clients at one time
Handle first client calls, and negotiate price as well as perform intakes.

Website Administrator

The Posture People

Remote, Remote

07.2018 - 01.2019

Manage 2 WordPress websites by ensuring websites are updated, installing and maintaining plugins, and executing database backups on both cloud service as well as backup on local machine
Update website with relevant content and make sure it is functional and user friendly
Handle all aspects of social media marketing by creating posts/memes/gifs, interacting with followers, increased overall engagement
Gained more than 1,000 new followers and drove 50,000+ new users to website
Collected and responded to user feedback through iterative improvements to site structure and content
Tested and debugged site updates and prevented functional flaws from impacting public visitors
Incorporated SEO techniques to verify maximal site exposure to search engine robots and crawlers
Collaborated with business development personnel to verify compliance with customer requirements
Utilized SEO techniques to optimize website content, improve search engine rankings, and increase traffic
Troubleshot issues with websites and fixed scripting and use issues
Backed up or modified applications and related data to provide for disaster recovery
Monitored systems for intrusions or denial of service attacks and reported security breaches to appropriate personnel

Customer Support Representative

ModSquad

Remote, Remote

08.2016 - 09.2018

Answered support tickets, social media moderating support, and live chat support for various companies
Industries include gaming, startups, restaurants, and Kickstarter campaigns.
Managed over 100 tickets per shift
Met all KPI and QA goals
Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support
Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions
Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously
Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador
Connected with customers to address questions and resolve issues through phone, chat, and email
Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service
Contributed ideas and practical solutions to support process improvement efforts
Resolved customer complaints by distinguishing, prioritizing and reporting technical issues

Virtual Assistant

TimeETC

Remote, Remote

02.2017 - 07.2018

Provided administrative services to dedicated clients
Developed spreadsheets, podcasts, Wordpress websites, social media posts, blog content, SEO analysis, contacted customers on behalf of clients, taught clients how to use various software, provided any service clients needed.
Managed 10+ clients on daily basis
Executed travel arrangements by researching and booking flights and accommodations
Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information
Organized and managed team tasks using Trello and Asana
Coordinated Skype calls across multiple time zones
Completed business correspondence, transcription, and data entry
Ordered gifts for clients for holidays and in recognition of special accomplishments
Set up virtual Zoom meetings, invited guests and disseminated agendas
Uploaded files for team use on Google Suite and SharePoint
Kept extensive contact list updated with new contacts and changes to existing contacts
Researched topics and events to support supervisor's work agenda and projects
Conferred with customers by telephone, chat or email to provide information
Managed CRM input, exports and clean up
Answered and screened calls to provide information, schedule appointments and take detailed messages
Developed complex reports in Excel for cost reporting
Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings
Monitored emails, organized inbox, and prioritized messages for supervisor
Entered supervisor's shopping list into online shopping site and coordinated deliveries
Wrote press releases and posted updates to social media
Increased office participation in special events by creating newsletter with detailed calendars and other office updates
Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions
Facilitated timely delivery of special projects to meet organizational and departmental objectives
Supported company leaders by managing budgets, scheduling appointments and organizing itinerary
Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
Transcribed and organized information to assist in preparing speeches and presentations
Managed phone and email correspondence and handled incoming and outgoing mail and faxes
Managed filing system, entered data and completed other clerical tasks
Surpassed team goals by partnering with colleagues to implement best practices and protocols
Liaised between clients and vendors and maintained effective lines of communication
Assisted coworkers and staff members with special tasks on daily basis
Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
Established administrative work procedures to track staff's daily tasks
Performed research to collect and record industry data
Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail
Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders
Volunteered to help with special projects of varying degrees of complexity
Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files
Completed forms, reports, logs and records to quickly handle all documentation for human resources
Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service
Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency
Opened and properly distributed incoming mail to promote quicker response to client inquiries

Customer Service and Sales Representative

LiveOps

Williamsport, PA

10.2012 - 01.2015

Taking sales calls and customer service calls from home office
Managed 100+ calls and email tickets per shift
Met all QA and KPI goals
Assisted management with quality assurance reviews
Trained and mentored new sales representatives
Retained excellent client satisfaction ratings through outstanding service delivery
Developed and delivered engaging sales presentations to convey product benefits
Developed and implemented marketing plans to increase brand awareness and drive sales
Negotiated contracts with clients and developed relationships with key personnel
Generated new leads through networking and attending industry events
Used customer insights to develop innovative sales strategies to increase sales
Managed customer accounts to secure customer satisfaction and repeat business
Utilized CRM software to manage customer accounts and track performance metrics
Collaborated with cross-functional teams to identify and address customer needs
Built relationships with customers and community to promote long term business growth
Negotiated prices, terms of sales and service agreements
Stayed current on company offerings and industry trends
Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor
Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions
Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base
Served customers with knowledgeable, friendly support at every stage of shopping and purchasing
Quoted prices, credit terms and other bid specifications
Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends
Presented professional image consistent with company's brand values
Kept detailed records of daily activities through online customer database
Recorded accurate and efficient records in customer database
Set and achieved company defined sales goals

IOS at Home Advisor - Technical Support

Apple, Inc

Williamsport, PA

06.2013 - 06.2014

Handle iOS tech support phone calls and live chat
Provide exceptional customer service
Assist in running team meetings
Sell support agreements
Accomplishments: Received WOW award (wonderfully outstanding work)
Received top customer satisfaction surveys
Helped others on team reach metric goals
Handled customer calls with 3-10 second breaks in between
Maintained excellent KPI and QA scores
Skills Used: Organization and multitasking skills were must for this position
Being able to research
Critical thinking
Deescalation skills for irate customers
Being able to form rapport with customers and provide necessary empathy
Resolved problems, improved operations and provided exceptional service.
Developed and maintained courteous and effective working relationships.
Gained strong leadership skills by managing projects from start to finish.
Demonstrated high level of initiative and creativity while tackling difficult tasks.
Demonstrated strong organizational and time management skills while managing multiple projects.
Organized and detail-oriented with strong work ethic.
Skilled at working independently and collaboratively in team environment.
Provided professional services and support in dynamic work environment.
Passionate about learning and committed to continual improvement.
Applied effective time management techniques to meet tight deadlines.
Exercised leadership capabilities by successfully motivating and inspiring others.
Proven ability to learn quickly and adapt to new situations.
Cultivated interpersonal skills by building positive relationships with others.
Managed time efficiently in order to complete all tasks within deadlines.
Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Participated in team projects, demonstrating ability to work collaboratively and effectively.
Proven ability to develop and implement creative solutions to complex problems.
Developed strong organizational and communication skills through coursework and volunteer activities.
Gained extensive knowledge in data entry, analysis and reporting.

Summary

Overview

Work History

Staffing Manager

Website Administrator

Customer Support Representative

Virtual Assistant

Customer Service and Sales Representative

IOS at Home Advisor - Technical Support

Education

Some College (No Degree) - Technical Writing

Associate of Science - Computer Science

GED -

Skills

Additional Information

Work Availability

Timeline

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