Amanda Lay
Pensacola,FL
Summary
Personable goal oriented professional offering over 20 years years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
15
15
years of professional experience
Work History
Member Service Representative III
Navy Federal Credit Union
02.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Consistently beat monthly KPI for call control
- Create and present teach back materials for team meetings including presenting Situation Reports and running meetings
- Provide onboarding for new team members
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Assisted over 11,000 members in 2024
General Manager
Aqua Marine Boat Lifts
08.2009 - 07.2022
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Trained and guided team members to maintain high productivity and performance metrics.
- Contratced over $250k in sales in 2022
Skills
- Coaching and mentoring
- New employee onboarding
- Member retention
- One call resolution
- Teamwork and collaboration
- Group and individual instruction
Accomplishments
- Certificate and IRA Skill
- Team Member of the Week ASII
- IGA Skill
- Organized several volunteer events for team of 12-15 members
- Created and presented numerous presentations geared towards policies and procedures.
- Consistently exceeds expectations on PAR reviews 2023 and 2024
Timeline
Member Service Representative III
Navy Federal Credit Union
02.2023 - Current
General Manager
Aqua Marine Boat Lifts
08.2009 - 07.2022
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