Amanda L. Jefferson
The Villages,Fl
Summary
Dynamic customer service leader with proven experience in dispatch operations and team management. Skilled at handling high-volume emergency service calls, averaging 30+ per shift, while ensuring timely roadside support and member satisfaction. Recognized with the AAA Circle of Excellence Award (2025) for outstanding performance and peer leadership. Adept at mentoring teams, resolving escalations, and driving excellence in both customer care and operational efficiency.
Overview
37
37
years of professional experience
Work History
Dispatcher
AAA - The Auto Club Group
06.2024 - Current
- Delivers full-spectrum Emergency Road Service (ERS), membership, and auto travel support in a high-volume call center environment, ensuring seamless customer experiences.
- Averages 30+ calls per shift, processing member requests for emergency roadside assistance using computer-aided dispatch systems (D/2000, ATS, PPS).
- Performs complex geographical spotting, map reading, and routing instructions to contracted service providers, ensuring timely roadside support.
- Monitors and manages dispatch queues, rerouting calls to optimize service efficiency and response times.
- Handles customer escalations with professionalism, applying established procedures to ensure resolution and maintain high member satisfaction.
- Provides accurate membership and auto travel product information in line with company policies, while identifying opportunities to cross-sell additional products and services.
- Navigates multiple information sources (PC systems, manuals, job aids, internet applications) to deliver fast and accurate support.
- Conducts outbound calls to members and contractors to confirm service, resolve contractor issues, and maintain communication flow.
- Processes payments, reconciled billing issues, and supported members with financial transactions.
- Assisted coworkers and mentored less-senior advocates in handling complex service requests.
- Consistently achieved performance goals by balancing new inbound ERS calls with ongoing dispatch responsibilities.
- Recipient of AAA Circle of Excellence Award – 2025, recognizing outstanding performance, leadership, and excellence among peers.
- Remote
ERS Customer Advocate I
AAA – The Auto Club Group
05.2022 - 06.2024
- Delivering exceptional customer service in every interaction with members.
- Addressing member concerns with empathy and attentiveness, while gathering relevant information and offering effective solutions to address their needs.
- Assessing member accounts to identify opportunities for additional products and services that align with their needs.
- Achieving and surpassing performance targets by adhering to our comprehensive call intake procedure and handling calls efficiently within specified time frames.
- Managing a significant volume of emergency road service requests within a fast-paced call center setting.
- Demonstrating a consistent high-performance score, showcasing excellence in customer service delivery and problem-solving abilities.
- Remote
Customer Service Manager
SAFE SHIP OF SOUTHERN TRACE
11.2015 - 05.2022
- As a Customer Service Manager, I played a pivotal role in leading and developing a team of customer services representatives. I was responsible for providing guidance, support, and mentorship to ensure that my team delivered exceptional service to customers.
- Collaborated by coordinating with sister store managers to effectively lead a team of eight associates with daily operations and activities.
- Achieved a remarkable 20% reduction in company cost expenses in 2021 through strategic initiatives and efficient resource allocation.
- Acted as the primary point of contact for claim settlement, ensuring swift and satisfactory resolution for all parties involved.
- Successfully launched a mailbox notification program, resulting in a notable 10% increase in revenue and enhanced customer engagement.
- Addressed customer questions, concerns, and complaints in real-time fostering positive relationships and enhancing customer satisfaction.
- Cultivated community relationships, resulting in a significant 15% increase in repeat business and fostering a loyal customer base.
- Implemented and oversee safety policies and procedures, ensuring compliance and creating a secure work environment for all team members.
- Demonstrated proficiency in Windows, Microsoft Office Program, Outlook, PowerPoint, facilitating high – profile updates and presentations with efficiency and accuracy.
Client Support Professional
TAYLOR VIRTUAL SERVICES, LLC
02.2006 - 11.2015
- Answering inbound customer service calls for Time Magazine, and Disney Dining Reservation through Arise Virtual Solutions
- Mentored Customer Services Agents to work remotely from home.
- Processing payroll and Invoices for Taylor Virtual Services
Global Service Professional
UNITED AIRLINES
11.1988 - 06.2006
- Provided highly focused customer service and unforgettable travel experiences to high-profile clients, including international executives, diplomats, government officials and entertainment professionals.
- Specializing in customer satisfaction and problem solving to deliver extraordinary travel experiences.
- Served as Internal Lobbyist for the United Grassroots Network.
- Program Coordinator for the “Take Your Community to Work Day” and the “Fantasy Flight Program”, a program catering to children that have intellectual disabilities.
President & Founder
DARE TO DREAM, INC
11.1994 - 06.2004
- Dare to Dream was founded in 1994 as a 501 (c)3 not -for-profit organization targeting New York City’s inner-city youth. Dare to Dream partnered with various business organizations and inner-city intermediate and high schools throughout New York City to connect inner-city students to the world of work and opportunities. Dare to Dream strived to provide:
- Exposure to the business environment
- Discipline and training
- Enthusiasm and Support
- Direction through positive role models
- Access to critical information regarding education and vocations
- Companies Dare to Dream has partnered with included:
- United Airlines
- Merrill Lynch
- The Cochran Firm
- NYSE
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Time management
- Problem-solving
Timeline
Dispatcher
AAA - The Auto Club Group
06.2024 - Current
ERS Customer Advocate I
AAA – The Auto Club Group
05.2022 - 06.2024
Customer Service Manager
SAFE SHIP OF SOUTHERN TRACE
11.2015 - 05.2022
Client Support Professional
TAYLOR VIRTUAL SERVICES, LLC
02.2006 - 11.2015
President & Founder
DARE TO DREAM, INC
11.1994 - 06.2004
Global Service Professional
UNITED AIRLINES
11.1988 - 06.2006
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