Amanda Facundo

• Achieved higher levels of client satisfaction by addressing and solving challenging concerns promptly.
• Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
• Met customer call guidelines for service levels, handle time and productivity.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Maintained up-to-date knowledge of product and service changes.
• Identified and resolved discrepancies and errors in customer accounts.

• Utilized CRM and help desk software for efficient account management and data entry.

• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.

• Troubleshot technical issues and resolved billing concerns to ensure customer satisfaction.

• Consistently developed comprehensive expertise in the company's internal knowledge base, resulting in my promotion to Subject Matter Expert.

• Provided floor support guiding colleagues through live calls to deliver accurate, knowledge-based resolutions.

• Monitored team performance to maintain Call Quality Assurance.