Amanda Horne
Columbus,GA
Summary
Personable and dedicated Customer Service Representative with extensive experience in the banking and restaurant industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Customer Service Representative II
Synovus Bank
11.2019 - 05.2021
- Upheld privacy and security requirements established by Synovus regulatory agencies.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers in making payments on accounts, setting up payment plans, account discrepancies, documents requests and fees.
- Reviewed account and service histories to identify trends and issues.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Assessed customer needs and upsold products and services to maximize sales resulting in at least 5 referrals monthly.
- Worked with supervisor to develop customer service improvement initiatives.
- Exceeded company productivity standards on consistent basis.
Guest Services Associate
Panera Bread
10.2018 - 04.2019
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Interacted with customer service team to deliver consistent, exceptional service to all guests.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Lead Server Trainer
Cracker Barrel Old County Store
07.2006 - 06.2017
- Trained new employees on service standards and menu items to improve onboarding processes.
- Resolved guest issues related to food quality, service times and incorrect orders.
- Multitasked effectively to deliver menu items to guests.
- Performed side work such as cleaning, restocking, polishing silverware and preparing tables for next shift.
- Informed guests on recipes with attention to particular allergens.
- Promoted specials and seasonal items with detailed descriptions of dishes.
Key Holder
Shoe Show
01.2003 - 01.2005
- Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
- Supervised bank deposits and security procedures to support store opening and closing.
- Coordinated floor moves, merchandising and display maintenance and monitored floor stock to keep popular items available to buyers.
- Accomplished sales goals by engaging customers, delivering top-notch service and promoting special items.
- Partnered with store leadership team to learn and understand management processes and reports.
- Maximized customer satisfaction by empowering staff to handle customers' issues and deliver top-notch service.
Education
Bachelor of Science - Health Sciences
Columbus State University
Columbus, GA05.2023
Certificate in Health Sciences
Columbus Technical College
Columbus, GA05.2014
Certificate - Phlebotomy
Step One Health Agency
Columbus, GA05.2012
GED -
Tillinghurst
Columbus, GA05.2012
Skills
- Interpersonal Skills
- Self Motivated
- Strong Communicator
- Ability to type above 66 WPM
- Commitment to excellent customer service
- Computer skills (Word, Excel, Powerpoint)
- Operate a multiple line phone system
- Technologically savvy
- Adaptive team player
- Problem-solving abilities
Strengths:
Knowledge and Experience:
- Financial Regulations
- Fraud Detection
- Familiarity with checking, savings, CD, IRA, money market and health saving accounts
- Business Banking
- Customer relations
- Conflict mediation
- Inbound and Outbound Calling
- Group chats
- Debit card payment processing
- Training Development Aptitude
- Sales Expertise
Accomplishments
Family Support Worker for Families Helping Families
Assist families with finding the necessary programs and or medical options in their area to assist with disabled children.
Timeline
Customer Service Representative II
Synovus Bank
11.2019 - 05.2021
Guest Services Associate
Panera Bread
10.2018 - 04.2019
Lead Server Trainer
Cracker Barrel Old County Store
07.2006 - 06.2017
Key Holder
Shoe Show
01.2003 - 01.2005
Bachelor of Science - Health Sciences
Columbus State University
Certificate in Health Sciences
Columbus Technical College
Certificate - Phlebotomy
Step One Health Agency
GED -
Tillinghurst