Amanda Lewis
Brick,NJ
Summary
Successful account representative provided ongoing support to ensure client satisfaction. Identified market trends, understood competitive landscape and possessed excellent communication skills to explain customer options. Developed comprehensive knowledge of product lines to maximize profits while promoting customer satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Account Representative
DISA Global Solutions
01.2021 - Current
- Serves as the primary point of contact for a set of high revenue clients & monitors their day to day business via email and telephone communications
- Provides effective and efficient customer service solutions for both general inquiries & urgent matters
- Subject Matter Expert of DOT regulations & policies for my clients
- Spearhead's account management projects & other major updates for my clients
- Ensures my clients are aware of all services & capabilities of this TPA (third party admin.) to ensure quality customer service
Customer Service Representative
DISA Global Solutions
01.2020 - 01.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer emails with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Spearheaded the management & delegation of our shared customer service inbox to ensure customers were handled in a timely manner
- Subject Matter Expert in DOT regulations and policies
Drug & Alcohol Department Assistant Manager
DISA Global Solutions
10.2018 - 01.2020
- Assisted the department manager in several projects & urgent client inquiries & needs
- Subject Matter Expert in DOT regulations and policies
- Imported and reviewed clients D&A results that came through our operating system to ensure correct reporting
- Answered client inquiries via email and telephone in a timely and professional manner
- Attended DATIA conference in Chicago IL
- Assisted our Medical Review Officer in contacting client employees who tested non-negative on their D&A services
- Managed the Random Selection program for all clients; making sure selections were completed timely along with our clients completing their selections per DOT annual percentages
Shared Services Department
DISA Global Solutions
11.2016 - 10.2018
- Attended to phones & emails to support customer requests.
- Completed daily audit to capture client documentation for drug screens, breath alcohol tests & physical exams
- Reviewed received documentation to guarantee it was completed to meet DOT & MRO standards
Administrative Support/Notary Public
Nj Archangel
01.2013 - 10.2016
- Served as a front line support for legal couriers tasked with delivering key documentation (mostly foreclosure & divorce papers) all throughout the state of New Jersey
- Administered payroll for servers and other billing operations
- Served as a notary public regarding the returned legal documentation for all staffed couriers
- Accountable for handling all facets of the admin operations in the absence of the company's owner
Education
Bachelor of Arts - Marketing
Stockton University
Absecon, NJ05.2011
Skills
- Efficient in Microsoft Word, Powerpoint, Excel and Outlook
- Efficient in CRM Dynamics 365 (Microsoft product)
- Efficient in Salesforce
- Subject Matter Expert in DOT regulations and policies
- Proactive problem solving
- Detailed-oriented work style
- Customer Engagement
- Account Compliance Reviews
- Pleasant Telephone Demeanor
Timeline
Customer Account Representative
DISA Global Solutions
01.2021 - Current
Customer Service Representative
DISA Global Solutions
01.2020 - 01.2021
Drug & Alcohol Department Assistant Manager
DISA Global Solutions
10.2018 - 01.2020
Shared Services Department
DISA Global Solutions
11.2016 - 10.2018
Administrative Support/Notary Public
Nj Archangel
01.2013 - 10.2016
Bachelor of Arts - Marketing
Stockton University
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