Amanda Earnest
DeSoto,MO
Summary
Accomplished Lead CSR at TTEC, adept in problem-solving and critical thinking, enhanced customer satisfaction and led team development initiatives. Excelled in a fast-paced environment, achieving top team lead status month over month by leveraging Microsoft Excel for performance metrics. Proven track record in improving client relations and quality control, with a focus on strategic planning and results.
Overview
5
5
years of professional experience
Work History
Lead CSR
TTEC
Remote
06.2020 - Current
- Assisted in the development of training materials to standardize employee knowledge and performance.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Trained new hires on company policies and procedures, ensuring consistent quality of service delivery.
- Acted as a liaison between clients, sales representatives, and other internal teams to ensure seamless collaboration efforts.
- Evaluated employee performance regularly, providing constructive feedback aimed at facilitating professional growth opportunities within the organization.
- Accomplished multiple tasks within established timeframes.
- Achieved departmental goals by developing and executing strategic plans and performance metrics - being top team lead month over month.
CSR Bank of America
TTEC
Remote
04.2020 - 06.2020
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
CSR - BCBS
TTEC
Remote
10.2019 - 04.2020
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Education
Medical Assistant - Phlebotomy
Everest College
Springfield, MO05.2012
High School Diploma -
Stoutland High School
Stoutland, MO05.2005
Skills
- Problem-solving abilities
- Critical Thinking
- Call center experience
- Computer Proficiency
- Documentation
- Problem Resolution
- Client Relations
- Team Development
- Complaint Handling
- Quality Control
- Active Listening
- Microsoft Excel
Timeline
Lead CSR
TTEC
06.2020 - Current
CSR Bank of America
TTEC
04.2020 - 06.2020
CSR - BCBS
TTEC
10.2019 - 04.2020
Medical Assistant - Phlebotomy
Everest College
High School Diploma -
Stoutland High School