Amanda Lawrence
Unionville,VA
Summary
Customer service professional with proven track record in managing client interactions and optimizing service processes. Known for reliability, adaptability, and strong focus on team collaboration to achieve outstanding results. Proven expertise in conflict resolution and effective communication, ensuring smooth and efficient service delivery.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Coordinator
Capital One
05.2024 - Current
- Utilized in-depth product knowledge to educate and assist over 30 customers daily on charges, fees, account terms, and service agreements, ensuring informed decision-making and customer satisfaction.
- Built strong relationships with key clients, fostering loyalty through personalized attention. Managed high call volumes with professionalism, resolving escalated issues empathetically and efficiently.
- Demonstrated flexibility and resilience in adapting to an ever-changing work environment, swiftly adjusting to new processes, technologies, and customer needs, ensuring continued high performance and customer satisfaction.
- Consistently handled customer inquiries with a focus on providing clear solutions and maintaining high satisfaction rates. Actively listened to concerns, addressed issues quickly, and escalated complex problems to management when necessary.
- Proficient in utilizing all customer-facing software solutions to resolve issues and improve customer interactions. Actively pursuing ongoing learning opportunities across various departments to enhance service delivery and deepen product knowledge.
- Managed high call volumes while maintaining minimal wait times and delivering exceptional customer service, demonstrating the ability to thrive in a fast-paced environment.
Catapult Intern
Capital One
04.2024 - 05.2024
- Worked effectively alongside a team of 10 interns, contributing to group projects, sharing insights, and collaborating on problem-solving, fostering a cooperative environment to achieve shared goals and learn from diverse perspectives.
- Gained practical leadership experience by guiding and supporting peers.
- Participated in workshops and presentations related to projects to gain knowledge.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Gained hands-on experience with financial software tools used to track accounts, manage transactions, and handle customer service requests efficiently.
Lead Dental Assistant
Advanced Dental Care
03.2019 - 04.2024
- Utilized Google Sheets to create and maintain a budget spreadsheet for monthly inventory ordering. Analyzed spending patterns across 7+ external stakeholders. Identified areas of overspending, streamlined procurement by consolidating suppliers from 7 to 3, resulting in a 10% reduction in monthly spending and improved cost-efficiency in supply management.
- Led on-boarding and training of new hires, promoting a collaborative environment to achieve production objectives and increase team efficiency.
- Organized monthly team meetings to analyze current issues, share successful strategies, and present solutions to improve practice operations and patient care.
- Maintained strict adherence to OSHA and HIPAA compliance while managing and documenting restorative and surgical case information with accuracy.
- Reduced appointment cancellations by implementing reminder calls and text messaging services, resulting in improved scheduling efficiency.
- Fostered strong patient relationships, increasing satisfaction by providing excellent customer service, explaining treatment procedures, and ensuring home care guidelines were understood.
- Performed chair-side duties for general dentistry, endodontic procedures, and oral surgery, contributing to smooth and effective patient care.
Dental Assistant
Jazriel Cruz Family Dental
03.2018 - 03.2019
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Provided chair side assistance during examinations, improving dentist efficiency and patient satisfaction.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
- Contributed to office organization by maintaining accurate patient records and updating files regularly.
- Sterilized rooms and prepped equipment and instruments for 15-25 procedures daily.
Education
Bachelor of Computer Information Systems -
Southern New Hampshire University
Online Campus09.2026
Associate of General Studies -
Germanna Community College
Fredericksburg, VA12.2024
Studies in Horticulture -
J. Sargeant Reynolds Community College
Glen Allen, VA01.2017
Dual Enrollment Program, Advanced Studies -
Piedmont Virginia Community College
Mineral, VA01.2014
Skills
- Team Collaboration & Leadership: Skilled in clear communication, maintaining morale, and resolving conflicts in team settings to drive performance and meet objectives
- Customer Service Excellence: Compassionate and effective in providing high-quality service in high-demand environments, ensuring positive customer interactions and satisfaction
- Adaptability & Continuous Learning: Quick to adapt to dynamic work environments, continuously improving skills and embracing new concepts for professional growth
- Communication & Relationship Building: Strong interpersonal communication, fostering relationships with customers, colleagues, and stakeholders to ensure alignment and satisfaction
- Technical Proficiency: Proficient in G-Suite, Microsoft Office (Word, Excel, Outlook), Empath, RA Viewer, EPS Toolkit, and CRM software, with the ability to provide technical support
- Account Management & Problem-Solving: Experienced in managing accounts, resolving customer issues, optimizing workflows, and delivering tailored product and service solutions
- Complaint Resolution & Quality Assurance: Skilled in addressing customer concerns, ensuring high service standards, and driving quality assurance improvements
- Call Center Operations & Payment Processing: Experienced in managing call flow, processing payments, and maximizing call center efficiency
- Organization & Work Prioritization: Meticulous in documentation, time management, and task prioritization, ensuring efficiency and accuracy in a fast-paced environment
Accomplishments
- Won Catapult FIRE Initiative award in 2024.
- Used Google Sheets to develop inventory tracking and budgeting spreadsheets.
Certification
- AWS Cloud Solutions Architect Professional Certificate, Coursera (Expected April2025)
- Catapult FIRE Initiative Award, Capital One (December2024)
- Collaborating with G Suite Apps, Coursera (October2024)
- Google Cybersecurity Professional Certificate, Coursera (May2024)
Timeline
Customer Service Coordinator
Capital One
05.2024 - Current
Catapult Intern
Capital One
04.2024 - 05.2024
Lead Dental Assistant
Advanced Dental Care
03.2019 - 04.2024
Dental Assistant
Jazriel Cruz Family Dental
03.2018 - 03.2019
- AWS Cloud Solutions Architect Professional Certificate, Coursera (Expected April2025)
- Catapult FIRE Initiative Award, Capital One (December2024)
- Collaborating with G Suite Apps, Coursera (October2024)
- Google Cybersecurity Professional Certificate, Coursera (May2024)
Bachelor of Computer Information Systems -
Southern New Hampshire University
Associate of General Studies -
Germanna Community College
Studies in Horticulture -
J. Sargeant Reynolds Community College
Dual Enrollment Program, Advanced Studies -
Piedmont Virginia Community College
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