Amanda Eisele
Largo,FL
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Personable and dedicated Customer Service Representative with extensive experience in credit and customer service. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Escalation Admin
Macy's
Tampa, FL
05.2022 - Current
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Developed and implemented escalations process to ensure customer satisfaction.
- Delegated work to staff, setting priorities and goals.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Identified potential risks associated with unresolved customer complaints, taking proactive measures when needed.
- Assigned work and monitored performance of project personnel.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assessed current operations and recommended changes for improved efficiency in resolving customer complaints.
- Monitored customer service team performance, providing guidance on how to handle difficult situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained staff on best practices for handling customer inquiries and escalating them appropriately.
- Coordinated with cross-functional teams to resolve escalated issues quickly and efficiently.
Escalation Lead
Macy's
Tampa, FL
05.2021 - 05.2022
- Identified potential risks associated with unresolved customer complaints, taking proactive measures when needed.
- Communicated regularly with customers regarding their cases, keeping them updated on progress towards resolution.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated with cross-functional teams to resolve escalated issues quickly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
Education
High School Diploma -
Largo High School
Largo, FL07-2008
Skills
- Coaching and Mentoring
- Database Maintenance
- Goal Setting and Achievement
- Spreadsheet Tracking
- Staff Management
- Employee Development
- Good Judgment
- Professional and Courteous
- Problem Resolution
- MS Office
- Team Leadership
- Computer Skills
Affiliations
- Passionate about arts and crafts, such as drawing, crochet and many others.
- Enjoys all genres of movies.
- Unwinds with video games.
- Loves to try new foods from different cultures.
Accomplishments
- Received two Make Magic Awards so far.
Timeline
Escalation Admin
Macy's
05.2022 - Current
Escalation Lead
Macy's
05.2021 - 05.2022
High School Diploma -
Largo High School