Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Amanda Herrera

Chicago,IL

Summary

I have over a decade of customer service experience, a strong passion for teamwork, and expertise in order processing, payment handling, food safety, and team leadership. Adept at delivering high-quality service and ensuring customer satisfaction while driving operational efficiency. Equipped with a bachelor's degree in liberal arts and sciences, I am committed to contributing effectively to a team and company success.

Overview

11
11
years of professional experience

Work History

Customer Service Agent/Social Media Specialist

H&M Customer Service Center
Chicago, USA
02.2018 - Current
  • Ensuring first contact resolution to efficiently and effectively solve customer service issues by utilizing my written and verbal communication skills while consistently surpassing monthly company targets and KPIs
  • Worked with business operation softwares such as SAP and CRM, to gather and meticulously monitor pertinent customer data while maintaining records for shipped items, processing payments, and other transactions
  • Expand the brand's presence on global social media platforms (Twitter, Facebook and Instagram) and monitoring all social media activity with efficiency and transparency
  • Analyze social media analytics and logistics to identify trends and issues that could impact satisfaction for the customer while adhering to company policies and guidelines to ensure consistency and quality
  • Create and maintained a close team environment, by consistently seeking avenues to offer peer-to-peer feedback and provide recommendations to improve through daily verbal and written communication
  • Outside my core responsibilities, I took initiative in coming up with best practices to share with my team
  • I often researched innovative and creative ways to resolve contacts, and presented them in team meetings.

Service Manager

Chipotle Mexican Grill
Chicago, USA
06.2013 - 01.2018
  • Independently managed time and attendance for team, facilitated smooth shift changes, conducted shift meetings, and oversaw the planning of crew scheduling at a fast-paced restaurant
  • Provided administrative support for various office administration tasks, including banking procedures, cash handling policies, shipping and receiving food orders, and electronic invoicing for food venders
  • Conducting troubleshooting for the restaurant's back-of-house computers/equipment and POS system to guarantee accurate revenue management and system requirements
  • Maintained a positive customer experience by ensuring safe and good quality food is prepared and served
  • Remained customer focused by monitoring performance metrics and was responsible for reporting trends that allowed for proactive adjustments and improved customer experience
  • Worked closely with hiring managers to address staffing requirements, successfully assisting with new hire onboarding
  • Executed and hosted job fairs.

Education

Bachelor Of Arts In Liberal Arts And Sciences -

University Of Illinois
05.2017

Skills

  • Account Management
  • Cash Control
  • Leadership Skills
  • MS Office (PowerPoint, Excel etc)
  • Customer Complaint Resolution
  • Outstanding Communication Skills
  • Organizational Skills
  • Presentation Skills

Websites

Timeline

Customer Service Agent/Social Media Specialist

H&M Customer Service Center
02.2018 - Current

Service Manager

Chipotle Mexican Grill
06.2013 - 01.2018

Bachelor Of Arts In Liberal Arts And Sciences -

University Of Illinois

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Amanda Herrera