AMANDA HOOVER
Provo,UT
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Beaches Tanning Center
05.2021 - Current
- Supervised and managed customer service team and trained staff members to provide highest standards of customer service
- Ensure all customer service procedures and company policies are maintained by all sales associates for all 12 Beaches locations through "U" (Unsatisfactory) system and Same Month Cancel system tracked and monitored daily with accuracy.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Addressed all complaints and questions from customers and staff via phone and email, always in professional and polite manner.
- Maintained excellent communication with store managers, area managers, employees and other corporate employees to promote feedback and adjustments for improving productivity, efficiency and overall performance of department and overall customer service for company.
- Managed all Beach Club memberships including freezing and cancelling
- Accurately calculate and prepare department payroll hours and commissions to be provided on time, 1st of month by 10am
- Attend bi-weekly meetings with all senior-level management heads to review repeated issues within operations, marketing, and business management to solve problems and improve company outcomes.
- Implemented weekly reports to store managers of Same Month Cancel reporting system to coach their staff immediately on any issues or concerns
- Reformatted and improved store report cards
- Oversee customer surveys, Beaches Bucks distribution, new memberships, secret shoppers, and accurately document issues, and concerns.
- Prepare, plan and present PowerPoint presentation for all monthly management meetings
- Take escalation calls, document and process refunds, respond to all chargebacks, hire, issue corrective action and evaluate subordinate employees all while mentoring and leading customer service team with a smile :)
- Main point of contact for Sunlync system updates for all locations
- Handle all concerns with Comcast and phone issues to ensure up to date hours, addresses, etc. for all store locations
Executive Assistant
Unicity International
02.2020 - 05.2021
- Manage and maintain calendars for VP of IT, VP of Marketing, and VP of Operations which includes appointment scheduling, both internal/external meetings, Zoom/Slack conference calls, etc
- Draft and edit correspondence and communications on behalf of VP
- Screen incoming callings and determine level of significance
- Implement and support a scheduling system using Calendly to assist our science team with a seamless process for scheduling presentations
- Coordinate and plan monthly department events, teambuilding activities, birthday/anniversary celebrations, etc
- Prepare agendas for meetings, proof briefing materials and presentations
- Take minutes for weekly leadership meetings, department meetings and staff meetings
- Pull weekly reports using Wrike for leadership meetings and one-on-one meetings
- Gather and submit monthly expense reports and approve invoices for payment
- Coordinate all travel arrangements and hotel accommodations as needed
- Help and support senior staff with projects as needed
Executive Assistant, CEO / Human Resources Manager
Snap Advances
03.2014 - 02.2020
- Manage the CEO's complex and frequently changing travel arrangements and coordinated the pre-planning of trips
- Conduct research to prepare, gather and proof briefing materials, agendas and decks for all executive-level meetings
- Greet visitors entering the office, determine the nature and purpose of visit and direct them to the appropriate destination
- Initiate and conduct an annual employee review process to manage merit increases
- Frequently use word processing, spreadsheet, database and presentation software
- Coordinate dealer visitations, company special events and other morale functions
- Recruit, interview and hire new employees for open positions
- Provide basic technical support and liaison between employees and IT department in Costa Rica
- Help ensure accuracy and process payroll
- Resolve employment-related disputes through proactive communication.
Server Bartender
Wiseguys Comedy Club
05.2017 - 07.2018
- Worked nights/weekends while still working full-time at Snap Advances
- Worked in a fast paced, high stress work environment serving up to 35-50+ guests at once whilemaintaining discreet yet accurate service during each comedy show
- Demonstrated genuine hospitality while greeting and establishing rapport with guests
- Accurately recorded orders and partnered with team members to serve food and beverages thatexceeded guest expectations
- Quickly set up and cleared tables and stocked all service stations
- Responsible for all transactions through Point of Sale (POS) system
- Assisted co-workers whenever possible
- Following all safety and satisfaction policies when handling food and beverage to upsold proper healthstandards.
Collections Manager
Snap Finance
11.2012 - 03.2014
- Hired to create and facilitate the collections department
- Created and implemented the policies and procedures handbook for Collections
- Designed and developed the look, feel and function of the collections software
- Took inbound and outbound collection calls, escalations from team and approved settlements/paymentarrangements
- Set up new merchants in our system and took support calls from our existing merchants
- Built up and managed a team of 8+ team members
- Assisted in the processing and approving/denying of new deals being funded when needed.
Collections Supervisor
Progressive Leasing Draper
07.2009 - 07.2012
- Evaluated Customer performance via reporting and effectively manages a high-volume of inbound and outbound customer calls daily
- Defused volatile customer situations calmly and courteously
- Maintained a professional correspondence via mail, email
- Experienced knowledge of skiptracing
- Achieved Top Collector in consecutive months
- Promoted to Collections Supervisor
- Trained all new hires on policies and procedures of the position/company
- Took escalation calls as needed, approved settlements/payment plans
- Held monthly meeting(s) with team to give updates and training.
Education
Associate of Cosmetology - undefined
Paul Mitchell the School
High School Diploma - undefined
Mountain View High School
Skills
- Excellent communication skills
- Accurate and detailed
- Works efficiently with a team or Independently
- Works well in high stress environment where deadlines are important
- Quick learner
- Creative problem solver
- Event Planning
- Personnel Training and Development
- MS Office Expertise
- Staff Management
- Adherence to high customer service standards
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"Happiness is a journey, not a destination."
The knickknack I bought at Hobby Lobby
Timeline
Customer Service Manager
Beaches Tanning Center
05.2021 - Current
Executive Assistant
Unicity International
02.2020 - 05.2021
Server Bartender
Wiseguys Comedy Club
05.2017 - 07.2018
Executive Assistant, CEO / Human Resources Manager
Snap Advances
03.2014 - 02.2020
Collections Manager
Snap Finance
11.2012 - 03.2014
Collections Supervisor
Progressive Leasing Draper
07.2009 - 07.2012
Associate of Cosmetology - undefined
Paul Mitchell the School
High School Diploma - undefined
Mountain View High School