Amanda Emerick
Collins,USA
Summary
Dynamic professional with extensive experience at NAPA Auto Parts, excelling in retail management and customer service. Proven track record in achieving sales targets and enhancing team performance through effective leadership and conflict management. Skilled in accounts payable and proficient in Microsoft Excel, driving operational efficiency and fostering positive customer relationships.
Overview
5
5
years of professional experience
Work History
Fleet Specialist
Stella Environmental Services
04.2025 - 12.2025
- Coordinated fleet maintenance schedules to ensure optimal vehicle performance and compliance with regulations.
- Analyzed fleet data to identify trends, reducing operational costs through informed decision-making.
- Developed and implemented processes for tracking vehicle usage and maintenance history for increased efficiency.
- Updated maintenance records for 90 Day PM's (preventative maintenance) and DOT PM's for Eastern Region's full fleet of vehicles/equipment
- Created and issued PO's (Purchase Orders) for field employee's/outside vendors
- Tracked, updated and closed out PO's once services were rendered and finished
- Created and issued Parts Requisitions/Work Requests for field employee's/outside vendors as needed
- Worked closely with outside vendor's to track repairs/PM's
- Developed and implemented processes for repairs needed via Whip Around and AMCS (D7/Dossier) programs
- Weekly Teams Meetings for updating Team's needs or concerns and needs
- Submitted weekly reports to keep track of open PO's and/or work done without being issued a PO prior to work done.
Inbound Contact Representative 2
Humana
08.2023 - 10.2024
- Individual Medicare
- Duals Trained
- H1036 Department
- Claims
- Benefits
- Rx
- Rx Claims
- Rx Benefits
- Rx Co-Pays and Deductibles
- Individual Medicare Co-Pays and Deductibles
- CI HOD-MOD Trained
- HIPPA
- Premiums
- DME (Durable Medical Equipment)
- Demographics
- Home HealthCare
- Prior Authorizations and Referrals
- PCP changes and updates
- Transportation
- Cpt Codes
- Communications
- Reimbursement
- Customer Service
- Vision Benefits
- Hearing Benefits
- Medicaid
- USAA
- TRICARE
- AEP
- OEP
- Loss of Coverage
- Completed high volume of inbound and outbound calls within deadlines.
- Handled caller needs for sales, service, and account problems.
- Displayed positive, professional, and empathetic tone to deliver consistently superior service.
- Resolved customer concerns, following internal database prompts and company scripts.
- Delivered accurate organizational information about products, services, and procedures.
- Took ownership over customer concerns, following issues through to resolution.
- Answered incoming calls, chat messages, and email communications to handle product concerns.
- Assessed customer needs and escalated calls to specific departments.
- Complied with data security and confidentiality policies to safeguard customer information.
- Understood client needs and advised on relevant products, services, or opportunities.
- Navigated multiple computer applications while conversing with customers.
- Met and exceeded assigned goals established by management.
- Assisted customers with inquiries, complaints, and technical issues.
- Maintained strict confidentiality of all sensitive customer information.
- Achieved performance targets set by management for quality, productivity, and efficiency.
- Participated in team meetings to share best practices and improve overall performance.
- Answered incoming customer calls in timely and professional manner.
- Maintained detailed records of customer interactions and transactions for future reference.
- Conducted outbound calls as necessary for various campaigns or follow-up purposes.
- Managed multiple tasks simultaneously while adhering to strict time constraints.
- Provided feedback on scripts, processes, and procedures for continuous improvement.
- Escalated complex issues to appropriate departments for further resolution.
- Demonstrated excellent communication skills when interacting with diverse customers.
- Followed up on unresolved issues to ensure customer satisfaction.
- Resolved customer concerns by providing accurate information and effective solutions.
- Adapted quickly to changes in policies, procedures, or product offerings.
- Contributed positively to supportive work environment that fostered teamwork and collaboration.
- Collaborated with internal departments to find resolutions and conduct further research on customer account.
- Documented all call information according to standard operating policies and procedures.
- Updated records with details of customer interactions and transactions.
- Navigated multiple computer systems and utilized search tools to find information.
- Set up customer accounts in system and updated details to reflect current information.
- Contacted customers to respond to inquiries or notify of claim investigation results or adjustments.
- Acknowledged and directed customer requests for additional products or services to appropriate licensed representatives.
- Kept records of customer interactions or transactions, recording details of inquiries and actions taken.
- Analyzed call volume and average call time to monitor performance and productivity.
- Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software.
Store Manager
NAPA Auto Parts
06.2022 - 07.2023
- Oversaw employee recruiting, onboarding and training on store procedures.
- Delivered consistent feedback, empowering team members to continuously improve customer service and satisfaction.
- Identified new opportunities to increase sales and achieve store targets.
- Maintained high store standards in merchandising, security and visual presentation.
- Addressed and resolved escalated customer complaints and worked to restore satisfaction.
- Managed inventory audits, financial reconciliations and sales reporting.
- Led team by example to maintain focus on performance and achieving targets.
- Coordinated employee schedules for optimum performance and shift coverage.
- Supervised inventory control measures, collaborating with purchasing personnel to verify cost-effective replenishment.
- Monitored budgets and employed comprehensive loss prevention and inventory management strategies to meet goals.
- Fostered strong relationships with vendors to negotiate better deals on products or services.
- Ensured compliance with company policies, procedures, and safety guidelines.
- Prepared regular reports on store performance metrics for upper management review.
- Developed and implemented marketing strategies to increase store traffic and sales.
- Monitored inventory levels and ordered new stock as needed to maintain appropriate levels.
- Hired trained, and supervised employees while promoting positive work environment.
- Established welcoming atmosphere by providing excellent customer service at all times.
- Implemented visual merchandising techniques to showcase products effectively.
- Analyzed sales data to identify trends and areas of opportunity for growth.
- Conducted employee performance evaluations and provided constructive feedback for improvement.
- Held employees accountable to company policies, procedures and service standards.
- Handled customer complaints professionally and resolved issues promptly.
- Adjusted pricing strategies based on market conditions or competitive factors as needed.
- Oversaw cash handling procedures, including register reconciliation at end of each shift.
- Managed daily store operations to ensure efficiency and productivity.
- Assessed competitors' offerings to identify opportunities for differentiation or improvement.
- Maintained clean, safe, and organized store environment for customers and employees.
- Coordinated promotional events or sales initiatives in collaboration with other departments.
- Mentored employees in best practices for customer service excellence.
- Collaborated with team members to set sales goals and develop strategies for achieving them.
- Scheduled staff shifts, vacations, and time off requests fairly and efficiently.
- Reviewed operations regularly to identify and capitalize on opportunities to eliminate waste.
- Established clear expectations and objectives for team members and helped each achieve goals.
- Helped team members tackle daily workloads with confidence through empowered training and motivational strategies.
- Boosted sales through successful advertising campaigns.
- Delivered products of consistent quality to customers by working directly with vendors on delivery and production issues.
- Maintained financial and administrative controls, accurately tracking funds and keeping records current.
- Organized regular inventory counts to keep records accurate and identify supply needs or loss points.
- Managed customer experiences with close eye on team interactions, touchpoints and methods of engagement.
- Prepared team schedules with focus on maintaining optimal employee coverage for business needs.
- Planned layouts for optimum workflows and business results.
- Reviewed financial statements and activity reports to measure productivity or goal achievement.
- Supervised administrative activities directly related to making products or providing services.
Office Manager
NAPA Auto Parts
09.2021 - 06.2022
- Placed orders, monitored usage, and coordinated stocking to control office supplies.
- Handled confidential information with discretion, including sensitive HR matters.
- Managed employee schedules, time-off requests, and attendance records.
- Streamlined communication between departments to improve overall efficiency.
- Implemented efficient filing systems for paper and electronic documents.
- Received and directed incoming calls to personnel and voicemail, facilitating office communications.
- Served as liaison between management, staff, and external partners or clients.
- Collaborated with administrative staff on billing, accounts payable, and other financial tasks.
- Assisted with human resources duties to facilitate recruiting, interviewing, and onboarding processes.
- Created detailed budget reports to track expenses and identify cost-saving opportunities.
- Maintained clean and organized workspace to promote productivity.
- Oversaw daily office operations and ensured smooth workflow.
- Prepared professional correspondence on behalf of company using appropriate formatting.
- Oversaw mail services and pick up and drop offs of crucial supplies and materials.
- Fostered positive work environment by addressing employee concerns promptly.
- Ordered office supplies and maintained inventory levels to prevent shortages.
- Assisted with recruitment process by reviewing resumes and scheduling interviews.
- Processed payroll for all employees, including calculating overtime pay.
- Evaluated employee performance through regular reviews and provided constructive feedback for improvement.
- Minimized information leaks with access control to sensitive systems.
- Improved productivity after reviewing and modifying operations and workflows.
- Monitored employee performance using real-time data and reports.
- Investigated customer complaints, identifying and changing processes to remove faults.
- Kept paperwork updated with internal standards and legal requirements.
- Prepared executive reports using operational, output and revenue data.
Delivery Driver/Retail
Napa Auto Parts
10.2020 - 09.2021
- Delivered highest level of service to satisfy and retain customers.
- Met deadlines while working autonomously in fast-paced environment.
- Adhered to delivery instructions to properly collect and deliver products.
- Lifted boxes weighing up to 50lbs repeatedly throughout shifts.
- Collected and recorded customer payments with accuracy.
- Interacted with members of public politely and professionally.
- Cleaned and maintained delivery vehicle to meet professional standards.
- Obtained signatures from customers upon delivery to confirm receipt of goods.
- Maintained accurate records of all deliveries, including times, locations, and any additional notes.
- Kept clean and organized vehicle interior to maintain professional appearance during interactions with customers.
- Processed payments from customers when required, either via cash, check, or electronic transactions.
- Managed inventory levels within vehicle throughout day by updating stock counts after each successful delivery.
- Followed traffic laws and regulations to ensure safe transportation of goods.
- Loaded and unloaded delivery vehicles with various products.
- Conducted routine maintenance checks on delivery vehicle, including oil changes, tire rotations, and brake inspections.
- Prioritized urgent orders to ensure timely deliveries despite unexpected delays or obstacles.
- Organized and prepared shipment paperwork for efficient processing at each stop.
- Provided excellent customer service by addressing any questions or concerns during deliveries.
- Assisted in warehouse duties when not completing deliveries, such as stocking shelves or preparing orders.
- Kept track of mileage driven during each shift for company record purposes.
- Prevented load shifting by balancing weight and securing boxes against movement.
- Developed and maintained positive customer relationships along delivery route.
- Increased sales by cross-promoting products or services and sharing new offerings with established customers.
- Completed merchandise pick-ups at customer locations, verifying loads, checking paperwork and securing items against damage.
- Operated company vehicles to pick up and deliver products.
- Answered customer questions and helped resolve problems with deliveries.
- Minimized delivery errors by checking contents against shipping papers.
Education
High School -
McNary High School
Keizer, OR06.1999
Skills
- Office Management
- Accounts Payable
- Microsoft Outlook
- Accounting
- Bookkeeping
- Accounts Receivable
- Payroll
- Clerical Experience
- Data Entry
- Pricing
- Microsoft Word
- Sales
- Management
- Purchasing
- Computer Skills
- Personal Assistant Experience
- Microsoft Powerpoint
- Conflict management
- Customer service
- Retail Management
- Store Management Experience
- Merchandising
- Freight Experience
- General Ledger Accounting
- Microsoft Excel
- Purchase Orders
- P&L (profits and losses)
- Shipping and Receiving
- Cores and Defects Logging
- Monthly/Yearly Quota
- Fleet management expertise
- Preventive maintenance planning
- Vehicle maintenance
- Vendor relationship management
- Fleet performance analysis
- Fleet software utilization
- Documentation management
- DOT policies
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Computer skills
- Clear communication
- Email and phone communication
- Organizational skills
- Team leadership
- Adaptability and flexibility
- Decision-making
- Problem resolution
- Team building
- Interpersonal skills
- Analytical thinking
- Professionalism
Timeline
Fleet Specialist
Stella Environmental Services
04.2025 - 12.2025
Inbound Contact Representative 2
Humana
08.2023 - 10.2024
Store Manager
NAPA Auto Parts
06.2022 - 07.2023
Office Manager
NAPA Auto Parts
09.2021 - 06.2022
Delivery Driver/Retail
Napa Auto Parts
10.2020 - 09.2021
High School -
McNary High School