Amanda Kelley

1. Client Onboarding and Adoption

• Guide clients through onboarding process, ensuring a smooth and efficient transition to FinMkt's SAAS platform.
• Develop and execute onboarding plans tailored to each client's unique needs.
• Proactively drive produce adoption, encouraging clients to leverage all available features and functionalities.

2. Relationship Management

• Serve as primary point of contact for assigned clients, building strong and enduring relationships.
• Conduct regular check-ins to assess client satisfaction, address concerns, and identify opportunities for additional value.
• Act as client advocate within the company, ensuring their voice is hear and needs are met
• Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.
• Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
• Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
• Monitored customer progress and addressed customer inquiries with timely and accurate updates.
• Utilized customer feedback to inform changes and improvements to customer success plans.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

3. Merchant chat support agent

• Provide excellent customer service and administrative support
• Resolve payment/change order/cancellation inquiries
• Highly organized and detailed oriented and able to handle multiple tasks efficiently and accurately
• Performed troubleshooting of software and hardware to resolve issues and escalated situations to technical department.

• Manage multiple teams to achieve sales, customer service goals, and the implementation of new initiatives for the store.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Optimized store displays and appearance via strategic merchandising.
• Provides advanced guidance to junior members of management team on operations and employee issues.
• Perform hiring, disciplinary, training, performance management, employee relations and termination activities in collaboration with manager and participates in Human Resources investigations as required.

• Manage multiple teams to achieve sales, customer service goals, and the implementation of new initiatives for the store.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Optimized store displays and appearance via strategic merchandising.
• Provides advanced guidance to junior members of management team on operations and employee issues.
• Perform hiring, disciplinary, training, performance management, employee relations and termination activities in collaboration with manager and participates in Human Resources investigations as required.

• Assisted with hiring, training and mentoring new staff members.
• Rotated merchandise and displays to feature new products and promotions.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Trained and guided team members to maintain high productivity and performance metrics.
• Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
• Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
• Approved regular payroll submissions for employees.
• Managed inventory control, cash control, and store opening and closing procedures.
• Conducted counts and audits of inventories to identify and resolve discrepancies in records.
• Led improvement initiatives to advance operational efficiencies and increase revenue.
• Managed inbound receiving departments.
• Gathered and processed merchandise returns.

• Created and enforced department policies, procedures and standards to establish productivity and quality.
• Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Optimized store displays and appearance via strategic merchandising.
• Completed efficient store resets to prepare store for special promotions and seasonal updates.
• Maintained updated product knowledge to successfully educate and advise customers and associates.

• Utilized upselling techniques to promote additional products and increase sales.
• Developed strong rapport with customers and created positive impression of business.
• Maintained clean sales floor and straightened and faced merchandise.
• Stocked merchandise, clearly labeling items, and arranging according to size or color.
• Prioritized helping customers over completing other routine tasks in store.
• Managed efficient cash register operations.