AMANDA BARKER

• Analyzed 1,000+ monthly sales interactions using Gong and AI-driven insights (Gemini) to evaluate call quality, messaging effectiveness, and conversion opportunities, identifying trends that improved performance outcomes.
• Built and maintained performance tracking dashboards using Excel and internal systems, supporting 1,000+ monthly interaction analyses and improving reporting efficiency by 20%+.
• Communicated insights and feedback via Google Spaces and cross-functional channels, supporting 20–30+ stakeholders weekly and ensuring alignment across teams.
• Conducted 80–120 call evaluations weekly (400+ monthly), assessing adherence to sales frameworks, compliance standards, and customer engagement quality.
• Delivered targeted, data-driven coaching to 20–40+ sales agents, improving objection handling, product positioning, and contributing to 10–15% increases in close rates.
• Ensured compliance with company policies, legal guidelines, and brand standards across 100% of evaluated interactions.
• Identified recurring call behaviors and performance gaps across 1,000+ interactions monthly, contributing to training enhancements and improved agent effectiveness.
• Leveraged conversation intelligence tools to identify trends and recommend strategies that increased conversion potential and reduced missed opportunities by 10%+.
• Maintained 95%+ QA scoring consistency, ensuring alignment with company quality standards and sales best practices.
• Partnered with Sales Leadership, Training, and Product teams to deliver insights that improved scripts, messaging, and workflows across multiple departments.
• Streamlined QA workflows and data validation processes, reducing manual reporting effort by 20%+ and improving overall efficiency.
• Utilized Salesforce to document 400+ monthly evaluations, track agent performance, and maintain accurate, audit-ready QA records with 99%+ data accuracy.

• Acted as a point of escalation for 15–25+ weekly high-impact member concerns, delivering professional, resolution-focused outcomes and minimizing churn risk.
• Collaborated cross-functionally with billing, operations, and leadership teams to resolve 10–20+ systemic issues monthly, improving overall member experience.
• Developed and implemented SOPs, workflows, and 200+ knowledge base articles/macros, increasing response consistency and reducing handling time by 15–20%.
• Ensured compliance with nonprofit standards and data privacy requirements, maintaining 100% accuracy and audit readiness in member records.
• Identified trends in 100+ weekly member inquiries, driving process improvements that reduced repeat contacts by 10–15%.
• Led and coached a team of 5 Member Care representatives, improving performance metrics and maintaining consistent service quality.
• Maintained 95%+ member satisfaction (CSAT) by ensuring timely, empathetic, and solution-focused service delivery.
• Managed high-volume member support operations (80–120+ weekly inquiries per rep; 400–600+ team volume) across phone, email, and CRM platforms.
• Organized and prepared for 2–5+ large-scale industry conventions annually (100–1,000+ attendees), coordinating logistics, materials, and on-site support to effectively showcase the association.
• Oversaw queue management, workload distribution, and escalation handling, ensuring SLA adherence and consistent response times across all channels.
• Resolved 20–40+ weekly complex member issues related to membership, billing, renewals, and account access, ensuring accuracy and retention.
• Supported onboarding and training of 5–10+ new team members, ensuring alignment with service standards and organizational policies.
• Tracked team performance metrics (CSAT, response time, resolution rate) and delivered targeted coaching, contributing to 10–15% improvements in key performance indicators.

• Collaborated with payments, fraud, and partner support teams to resolve 15–30+ weekly escalations, ensuring seamless transaction experiences and timely resolution.
• Educated 50+ users weekly on billing structures, service fees, and payment timelines, reducing confusion and preventing repeat contacts.
• Ensured adherence to company policies, financial procedures, and data privacy regulations, maintaining 100% compliance in a regulated e-commerce environment.
• Identified recurring billing issues and provided actionable feedback, contributing to a 10–15% reduction in repeat contacts and improved first-contact resolution.
• Investigated and resolved 30–60+ weekly billing discrepancies, including booking charges, refunds, cancellations, and fee structures across a high-volume transaction platform.
• Maintained detailed, audit-ready case documentation in CRM systems with 99%+ data accuracy, ensuring compliance standards.
• Maintained 95%+ customer satisfaction by resolving complex billing issues with accuracy, empathy, and efficiency.
• Managed 50–80+ daily customer interactions across phone, email, and chat, delivering responsive support for billing, bookings, and account inquiries.
• Navigated high-volume workflows during peak travel seasons, consistently meeting KPIs for response time, resolution time, and quality metrics.
• Processed 25–50+ weekly refunds, charge adjustments, and payment corrections, ensuring accuracy, compliance, and turnaround within 24–48 hours.
• Supported both travelers and property owners with account and payment inquiries, balancing customer advocacy with platform policies across high-volume support queues.

• Arranged business travel for 10–25+ employees monthly, coordinating flights, lodging, and itineraries in alignment with supervisor requirements.
• Assisted leadership with reporting, meeting coordination, and project tracking, supporting 5–10+ concurrent projects and improving operational visibility.
• Coordinated 40–60+ weekly communications across clients, vendors, and internal teams to ensure alignment on project timelines and deliverables.
• Coordinated vendor communications, subcontractor documentation, and supply logistics supporting multiple active job sites, ensuring uninterrupted project execution.
• Identified and implemented administrative process improvements that increased efficiency by 15%+ and reduced documentation errors by 10%+.
• Maintained and organized files in content management systems (e.g., SharePoint, Excel), supporting high-volume document access and retrieval.
• Maintained organized filing systems (digital and physical) for 100+ project documents, ensuring compliance and easy accessibility.
• Maintained project documentation, contracts, and records with 99%+ accuracy, ensuring audit-ready compliance with company and regulatory standards.
• Managed daily administrative operations supporting project teams, field staff, and leadership across 3–5+ active job sites.
• Managed high-volume data entry and documentation updates, processing 100+ records weekly with a strong focus on accuracy and timeliness.
• Processed 75–150+ invoices and purchase orders monthly, supporting high-volume construction workflows and timely financial reconciliation.
• Prepared and edited 20–40+ weekly reports, presentations, and correspondence, ensuring clarity and professionalism.
• Served as a primary point of contact for 30–50+ weekly customer and vendor inquiries, delivering responsive support and maintaining 95%+ satisfaction.
• Supported onboarding and administrative setup for 5–10+ new team members, ensuring smooth integration into project workflows.
• Tracked project schedules, deliverables, and updates across multiple timelines, helping reduce delays and keep projects on track.

• Coordinated 30–50+ weekly appointments in a fast-paced studio environment, optimizing scheduling and reducing gaps.
• Delivered high-touch client support across phone, email, and in-person channels, maintaining 95%+ satisfaction
• Implemented SOPs and workflow improvements to streamline operations and reduce administrative errors.
• Maintained client records, billing, and service documentation with 99%+ accuracy across systems.
• Managed 40–70+ weekly client interactions, ensuring timely responses and seamless service experiences.
• Managed inventory and vendor coordination to support uninterrupted daily operations.
• Monitored client feedback and service trends to identify opportunities for process and experience improvements.
• Processed invoices and payments within high-volume workflows, ensuring accuracy and timely reconciliation.
• Resolved client inquiries and escalations efficiently, reducing repeat contacts and improving retention.
• Streamlined office operations by implementing efficient scheduling and workflow management systems.
• Trained and onboarded staff on systems, processes, and customer service standards.

• Acted as liaison between customers, vendors, and internal teams to resolve 20–40+ weekly issues, maintaining workflow continuity and minimizing delays.
• Coordinated order entry through fulfillment for 75–150+ weekly wholesale and DTC orders, ensuring accuracy and on-time delivery.
• Delivered high-touch support across phone, email, and e-commerce, managing 40–70+ weekly interactions while maintaining 95%+ customer satisfaction.
• Identified and implemented process improvements that increased efficiency by 15%+ and reduced operational errors by 10%+.
• Maintained accurate records for orders, inventory, and compliance documentation with 99%+ accuracy, ensuring audit-ready standards.
• Managed daily operations across customer service, order processing, and administrative workflows, supporting high-volume production and fulfillment cycles.
• Oversaw office budget of $XXK+ annually, tracking expenses and identifying cost-saving opportunities that reduced overhead by 10–15%.
• Placed and managed 30–60+ purchase orders monthly, maintaining inventory levels to support uninterrupted production.
• Processed 50–100+ invoices and payments monthly, ensuring accurate reconciliation and timely financial tracking.
• Streamlined office operations by implementing scheduling systems and resource allocation strategies, improving productivity and reducing scheduling conflicts by 15%+.
• Tracked 100+ monthly shipments and resolved vendor/carrier issues, reducing delays and improving delivery timelines.
• Verified all ingredients met U.S. regulatory requirements prior to production use, ensuring 100% compliance and minimizing risk.

• Collaborated cross-functionally with operations, fleet, and technical teams to rapidly resolve service disruptions and enhance the end-to-end member experience.
• Developed and implemented strategies to increase customer satisfaction and engagement.
• Drove member adoption and confidence by educating users on platform functionality, including vehicle access, reservations, and app navigation.
• Enforced strict adherence to company policies, billing procedures, and data privacy standards, ensuring compliance and risk mitigation.
• Identified recurring service and billing issues, delivering actionable insights that reduced repeat contacts and improved process efficiency.
• Implemented process improvements that increased accuracy in project deliverables.
• Investigated and resolved complex escalations involving trip discrepancies, vehicle issues, and account access with a high level of accuracy and ownership.
• Maintained detailed and audit-ready customer records, payment data, and case documentation within CRM systems.
• Managed high-volume inbound support across phone, email, and chat, consistently achieving 95%+ customer satisfaction in a fast-paced environment.
• Processed refunds, billing adjustments, and account updates with precision, ensuring financial accuracy and timely resolution.
• Resolved billing discrepancies and disputed charges tied to usage-based rental models, balancing customer advocacy with policy compliance.
• Supported members across a fully automated, app-based platform, delivering seamless, end-to-end support for reservations, billing, and account management.

• Collaborate with shipping, marketing, purchasing, editing, and sales to resolve problems as they arise.
• Develop, document and implement new processes and procedures.
• Develop new metrics and modes of measuring performance and errors that occur throughout company.
• Provide continual evaluation of processes and procedures.
• Responsible for suggesting methods to improve area operations, efficiency and service.
• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Respond to domestic and international customers via email and phones to maintain customer satisfaction.
• Review and Improve current processes and procedures for the customer service and sales departments.
• Utilize eBay and Amazon Seller Central to manage orders, customers and products.
• Utilize multiple software platforms to create, manage and review inventory and shipments.
• Work with operations manager to develop new procedures and software to enhance customer service.

• Collaborated with developers and QA teams to troubleshoot issues, clarify requirements, and improve overall product quality.
• Conducted daily test runs and validation cycles across multiple builds, verifying fixes and preventing defect recurrence.
• Enhanced user experience by validating gameplay mechanics and web functionality against real-world use cases.
• Ensured adherence to QA standards, testing protocols, and release criteria in a fast-paced development cycle.
• Executed functional, regression, and usability testing across web platforms and online game environments to ensure quality and performance.
• Identified, documented, and tracked 50+ defects per cycle using bug tracking systems, ensuring clear reproduction steps and timely resolution.
• Identified edge cases and potential user-impacting issues, improving gameplay experience and reducing post-launch defects.
• Improved product stability through thorough regression testing and cross-functional collaboration.
  Maintained detailed test cases, test plans, and documentation to support repeatable and scalable QA processes.
• Participated in pre-release and post-release testing, supporting on-time launches and stable production environments.
• Reduced post-release defects by proactively identifying high-risk issues during testing cycles.
• Supported live operations by monitoring issues, reproducing bugs, and assisting with rapid resolution in production environments.
• Tested across multiple browsers, devices, and environments to ensure cross-platform compatibility and performance consistency.

Temporary placements supporting diverse office environments including corporate, retail, and operations-focused teams.

• Adapted quickly to multiple client environments, supporting administrative operations, customer service, and office workflows across short-term assignments.
• Assisted with order entry, order tracking, and customer follow-up to ensure timely fulfillment and issue resolution.
• Collaborated with cross-functional teams to ensure continuity of operations and meet client-specific goals.
• Coordinated office logistics, including supplies, inventory tracking, and vendor communication.
• Ensured adherence to company policies, confidentiality standards, and data handling requirements across all placements.
• Handled billing support, invoicing, and basic accounting tasks depending on assignment needs.
  Identified workflow inefficiencies and contributed to process improvements within temporary assignments.
• Learned and utilized new systems, tools, and processes quickly to meet performance expectations in each placement.
• Maintained organized filing systems (digital and physical) to support compliance and operational efficiency.
• Managed 40–80+ daily customer and internal interactions via phone, email, and in-person channels, maintaining 95%+ satisfaction.
• Processed data entry, document management, and recordkeeping with high accuracy (99%+) across various systems and platforms.
• Provided front desk and administrative support, including scheduling, calendar coordination, and reception duties.
• Resolved customer inquiries and escalations across industries, demonstrating strong problem-solving and adaptability.
• Supported onboarding tasks, training assistance, and administrative setup for new or temporary staff.