Summary
Overview
Work History
Education
Skills
Websites
Hobbies
Timeline
SeniorSoftwareEngineer

Amanda Houck

Grayson,KY

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Poised and professional with total commitment to consumer/provider satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.

Overview

9
9
years of professional experience

Work History

Service Desk Representative I

Cognosante
Grayson, Kentucky
11.2021 - Current
  • Engaged in user support interactions via telephone.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Answered multi-line phone system and greeted callers enthusiastically.
  • Answered customer telephone calls promptly and appropriately handled needs.

Sales Associate

Dollar General
Rush, Kentucky
01.2021 - 10.2021
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Provided positive first impressions to welcome existing, new and potential customers.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions regarding sizing, accessories and proper care for merchandise.

Customer Service Representative

Gridiron
Grayson, KY
09.2021 - 09.2021
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.

Customer Service Representative

Cognosante
Grayson, KY
03.2021 - 08.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.

Retail Sales Consultant

AT&T Mobility
South Point, OH
08.2019 - 01.2020
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Determined solutions for clients promptly and professionally.
  • Helped customers complete purchases, locate items and join reward programs.
  • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.

Family Support Specialist II

Cabinet For Health And Family Services
Grayson, KY
03.2014 - 08.2019
  • Documented data and completed accurate updates to case records.
  • Interviewed individuals and families to assess needs and provide informational resources.
  • Collaborated with community program leaders and advocates to make resources accessible to those in need.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Customer Service Representative

DIRECTV
Huntington, WV
08.2013 - 02.2014
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Recommended products to customers, thoroughly explaining details.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Associate of Arts - Business Administration And Management

Ashland Community And Technical College
Ashland, KY

Skills

  • Professional Relationships
  • Help Desk
  • Personable Demeanor
  • Dynamic Communication Skills
  • Call Documentation
  • Responding to Difficult Customers
  • Upbeat and Positive Personality
  • Customer Data Confidentiality
  • Efficient and Detail-Oriented
  • Understanding Customer Needs
  • Courteous with Strong Service Mindset
  • Strong Analytical and Problem-Solving Skills

Hobbies

  • Enjoys playing simulation and survival games in her spare time.
  • Enjoys listening to music of all sorts. Always accepting suggestions!
  • Enjoys watching educational documentaries.

Timeline

Service Desk Representative I

Cognosante
11.2021 - Current

Customer Service Representative

Gridiron
09.2021 - 09.2021

Customer Service Representative

Cognosante
03.2021 - 08.2021

Sales Associate

Dollar General
01.2021 - 10.2021

Retail Sales Consultant

AT&T Mobility
08.2019 - 01.2020

Family Support Specialist II

Cabinet For Health And Family Services
03.2014 - 08.2019

Customer Service Representative

DIRECTV
08.2013 - 02.2014

Associate of Arts - Business Administration And Management

Ashland Community And Technical College

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Amanda Houck