Amanda Heffelfinger
Tamaqua,PA
Summary
Accomplished professional with a proven track record at Sundance Vacations Inc., adept in customer service and data entry. Excelled in relationship building and problem-solving, significantly enhancing team efficiency and customer satisfaction. Demonstrated adaptability and dependability, contributing to a positive workplace culture and achieving high customer service standards. Received numerous awards and recognition for honesty and integrity and top marketer company wide.
Overview
13
13
years of professional experience
Work History
Telephone Service Representative
Sundance Vacations Inc.
Wilkes-Barre, PA
01.2012 - Current
- Documented and detailed calls using Salesforce database.
- Maintained customer records by updating account information.
- Assisted with training new team members, sharing best practices and providing guidance.
- Educated customers on current promotions, upgrades, or new offerings available.
- Managed difficult customer interactions with professionalism and empathy, deescalating situations through effective communication techniques.
- Contributed to a positive workplace culture by actively participating in team meetings, trainings, and providing constructive feedback when needed.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Answered calls, took messages, and transferred calls to correct individuals.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Set up appointments with interested customers according to schedule availability.
Market Research Interviewer
Research America, Inc.
Tamaqua, PA
07.2013 - 05.2019
- Provided timely feedback to supervisors regarding potential issues or areas for improvement within the interview process.
- Maintained confidentiality of customer information and company procedures.
- Contributed to project success by meeting or exceeding daily quotas for completed interviews.
- Followed strict guidelines to receive unbiased, unprompted responses.
- Maintained customer engagement by completing short surveys with minimal complexity.
- Adhered to strict confidentiality protocols, ensuring the protection of sensitive participant information throughout the research process.
Crew Member
Dunkin' Donuts
Tamaqua, PA
05.2014 - 12.2015
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
- Trained new team members on procedures, customer service, and sales techniques.
Education
High School Diploma -
Tamaqua Area School District
Tamaqua, PA06.2012
Skills
- Customer Service
- Attention to Detail
- Goal-Oriented
- Professional Communication
- Adaptability and Dependability
- Relationship Building
- Outbound and inbound calls
- Data Entry
- Positive Attitude
- Quick Thinking
- Problem-Solving
- Multitasking
- Reliability
- Team Collaboration
- Active Listening
- Self Motivation
Timeline
Crew Member
Dunkin' Donuts
05.2014 - 12.2015
Market Research Interviewer
Research America, Inc.
07.2013 - 05.2019
Telephone Service Representative
Sundance Vacations Inc.
01.2012 - Current
High School Diploma -
Tamaqua Area School District