Amanda Davenport
Health Care Administrator
Jersey Shore,PA
Your most unhappy customers are your greatest source of learning.
Bill Gates
Summary
Experienced in multiple areas of office work including hiring/recruiting, onboarding, managing new hires, managing administrative staff, scheduling, case management, intakes, marketing, PR, transcription, data entry, phone etiquette, and am Authorized to work in the US for any employer
Overview
11
11
years of professional experience
9
9
years of post-secondary education
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.
Education
Some College (No Degree) - Technical Writing
01.2014 - 01.2018
Associate of Science - Computer Science
01.2012 - 01.2014
GED -
08.2002 - 01.2006
Skills
Marketing (5 years)
Customer Focus & Orientation
Recruiting
Managing candidate sourcing and selection process
Knowledge of compensation and benefits programsBenefits and compensation management
Company organization
Personnel recruitment
Compensation structuring
Recruitment
Critical Thinking
Written Communication
Self-Motivated
Teamwork and Collaboration
Staffing strategy
Staffing processes
Additional Information
- Awards , Wonderfully Outstanding Work (WOW) Award
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Staffing Manager - Advocate Home Health Care
07.2018 - Current
Website Administrator - The Posture People
07.2018 - 01.2019
Virtual Assistant - TimeETC
02.2017 - 07.2018
Customer Support Representative - ModSquad
08.2016 - 09.2018
Arizona State University - Some College (No Degree), Technical Writing
01.2014 - 01.2018
IOS at Home Advisor - Technical Support - Apple, Inc
06.2013 - 06.2014
Customer Service and Sales Representative - LiveOps
10.2012 - 01.2015
Pennsylvania College of Technology - Associate of Science, Computer Science
01.2012 - 01.2014
Williamsport Area High School - GED,
08.2002 - 01.2006