Amanda Freitas
Dublin,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
CSR/Project Manager
Golden West Packaging
09.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted available products and services to customers during service, account management, and order calls.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Manufacturing Leader (Cabling)
Hyve Solutions
01.2016 - 09.2021
- Assign tasks to employees and monitored productivity, performance and task completion.
- Maintain workflow by monitoring the steps of processes and observed equipment and personnel.
- Provide coaching to new and existing staff in Cabling Department.
- Determine areas in need of improvement and submit progress report to management team.
- Maintain quality service by establishing and enforcing organization standards.
- Manage all areas of manufacturing, safety, inventory control and process implementation.
- Maintain a safe and efficient environment at all times.
- Offer strategic direction to promote full understanding of objectives to Staff in cabling Department.
- Track customer, market data and project output to meet and exceed quotas, as well as to build customer base.
- Train staff members to implement and maintain established process improvements in assigned functional areas.
- Support special projects upon request from Department Manager.
Education
High School Diploma -
Robertson High School
Fremont, CA06.2012
Skills
- Customer Service
- Documentation
- Computer skills
- Critical thinking
- Troubleshooting
- Work ethic
- Organization
- Active listening
- People skills
- Training & Development
- Working collaboratively
- Customer relations
- Decision Making
- Process Improvement
- Multitasking
- Product Knowledge
- Performance Metrics
- Active Listening
- Conflict Resolution
- Attention to Detail
Timeline
CSR/Project Manager
Golden West Packaging
09.2021 - Current
Manufacturing Leader (Cabling)
Hyve Solutions
01.2016 - 09.2021
High School Diploma -
Robertson High School