Amanda Janssen
Albuquerque,NM
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Supervisor
Presbyterian
Albuquerque , NM
2021.01 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs
- Evaluated employee performance, including monitoring calls, and coached and trained to improve weak areas
- Organized contests and established goals to optimize productivity and improve employee morale
- Interviewed, hired and trained new employees
- Identified individual employee's unique work styles and adapted management methods
- Developed training, task and process guidelines and communicated clear and concise directions to employees
- Tracked and prepared monthly and quarterly reports to present to leadership
- Lead huddles with team to receive feedback and implement process improvement
- Created projects and delegated tasks based on department needs
Business Process Consultant
Presbyterian
Albuquerque , NM
2020.10 - 2020.12
- Created and maintained training materials for Health Plan (Medicare, Medicaid, Commercial), Hospital Services (Patient Navigation, Hospital Switchboards) and Patient Services( Primary Care, Specialty Clinics, COVID)
- Collaborated with upper management to drive strategy and implement new processes
- Collected, arranged and input information into database system
Quality Analyst
Presbyterian
Albuquerque , NM
2018.09 - 2020.06
- Monitored inbound and outbound calls to provide constructive feedback
- Partnered with management to create, develop and implement quality initiatives
- Reviewed and analyzed current processes
- Created surveys to assess and identify problem areas to facilitate new programs
- Kept Training materials up to date
- Assisted on projects outside of role (Business Process Consultant, Telecom tasks, supervisor tasks, supported Training as needed)
PCSC Scheduling Representative
Customer Service Center, Presbyterian
Albuquerque , NM
2017.05 - 2018.09
- Answered incoming calls for multiple lines of business (Provider Growth, Primary Care, COVID Hotline)
- Answered online (MyChart) requests
Customer Service Advocate/Specialist
Verizon Wireless
Albuquerque , NM
2015.02 - 2017.05
- Researched and resolved account and service problems with friendly, knowledgeable support
- Named Top Customer Care Representative for Albuquerque 2016 (Top 1% of workgroup nationwide)
- Provided floor support to assist peers in resolving their own calls
Cashier
Target
Albuquerque , NM
2014.10 - 2015.02
- Helped customers complete purchases, locate items and join reward programs
- Counted cash in register at beginning/end of shift
Sales Lead
New York and Company
Albuquerque , NM
2008.10 - 2015.01
- Organized store merchandise racks and displays to promote and maintain visually appealing environments
- Used POS system to process sales, returns, online orders and credit card activations
- Assisted in opening the store and closing the store by counting registers and assisting with deposits
- Completed inventory quarterly
- Processed received merchandise
- Supported other associates in completing the day to day tasks and sales
Secretary
Yard Right
Albuquerque , NM
2013.01 - 2014.10
- Communicated with customers via phone and email to confirm appointments and respond to inquiries
Customer Service Representative
Sitel
Albuquerque , NM
2012.07 - 2012.11
- Worked on the Starbucks campaign
- Responded to emails from customers regarding complaints and reward system
- Answered constant flow of customer calls
Cashier/Sales Representative
Shoes On A Shoestring
Albuquerque , NM
2008.07 - 2008.10
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Counted cash in register drawer at beginning and end of shift
Assistant Store Manager
Lady Foot Locker
Albuquerque , NM
2008.05 - 2008.06
- Completed training to be an assistant manager
Co-Manager
Shi By Journey's
Albuquerque , NM
2008.03 - 2008.05
- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
Assistant Store Manager
Frederick's Of Hollywood
Albuquerque , NM
2007.06 - 2007.11
- Supervised team of 7 employees and provided feedback on performance
- Handled customer service
- Trained and managed associates in customer service and sales techniques
- Developed and managed employee schedules, balancing individual requests and requirements with business needs
- Assisted Manager in interview process of prospective employees and provided feedback
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget
Education
High School Diploma -
St. Pius X High School
Albuquerque, NM 2002.08 - 2006.05
No Degree -
University of Oklahoma
Norman, Oklahoma 2001.05 -
No Degree -
University of New Mexico
Albuquerque, NM 2001.05 -
Associate of Applied Science - Integrated Studies
Central New Mexico Community College
Albuquerque, NM 2008.08 - 2017.12
Associate of Arts - English
Central New Mexico Community College
2020.08 - 2021.04
Associate of Arts - Liberal Arts And General Studies
Central New Mexico Community College
Albuquerque, NM 2020.08 - 2021.04
Associate of Science - Business
Central New Mexico Community College
Albuquerque, NM 2021.05 - Current
Skills
Great ability to learn new things and implement them effectivelyundefined
References
- Presbyterian – Felicia Duran – 505-506-9540
- Presbyterian – Lizzie Hernandez – 505-450-7355
- Presbyterian – Nicki Olguin – 505-417-4249
Timeline
Associate of Science - Business
Central New Mexico Community College
2021.05 - Current
Supervisor
Presbyterian
2021.01 - Current
Business Process Consultant
Presbyterian
2020.10 - 2020.12
Associate of Arts - English
Central New Mexico Community College
2020.08 - 2021.04
Associate of Arts - Liberal Arts And General Studies
Central New Mexico Community College
2020.08 - 2021.04
Quality Analyst
Presbyterian
2018.09 - 2020.06
PCSC Scheduling Representative
Customer Service Center, Presbyterian
2017.05 - 2018.09
Customer Service Advocate/Specialist
Verizon Wireless
2015.02 - 2017.05
Cashier
Target
2014.10 - 2015.02
Secretary
Yard Right
2013.01 - 2014.10
Customer Service Representative
Sitel
2012.07 - 2012.11
Sales Lead
New York and Company
2008.10 - 2015.01
Associate of Applied Science - Integrated Studies
Central New Mexico Community College
2008.08 - 2017.12
Cashier/Sales Representative
Shoes On A Shoestring
2008.07 - 2008.10
Assistant Store Manager
Lady Foot Locker
2008.05 - 2008.06
Co-Manager
Shi By Journey's
2008.03 - 2008.05
Assistant Store Manager
Frederick's Of Hollywood
2007.06 - 2007.11
High School Diploma -
St. Pius X High School
2002.08 - 2006.05
No Degree -
University of Oklahoma
2001.05 -
No Degree -
University of New Mexico
2001.05 -
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