Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Amanda Milton

Amanda Milton

Customer Service Advocate
Seattle,WA

Summary

Dynamic Customer Service Advocate with a proven track record at Optum Care Network, excelling in complaint resolution and fostering customer satisfaction. Skilled in multi-line phone management and data entry, I effectively addressed concerns while maintaining a positive demeanor, enhancing team collaboration and operational efficiency. Committed to delivering exceptional service and continuous improvement.

Overview

17
17
years of professional experience

Work History

Customer Service Advocate

Optum Care Network
09.2022 - 10.2024
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
  • Maintained a positive work environment, fostering team collaboration and continuous improvement.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Sanitation Technician

Colonial LLC
03.2018 - 03.2020
  • Cleaned certain pieces daily and maintained weekly, monthly, and semi-annual procedures for less critical lines.
  • Supported quality control measures by thoroughly sanitizing production equipment between product runs.
  • Reduced cross-contamination risks by properly handling chemicals and maintaining designated storage areas.
  • Collaborated with team members to complete large-scale cleaning projects within established timeframes.
  • Fostered a positive working environment by actively participating in team meetings and contributing to discussions on ways to improve sanitation processes.
  • Mixed required chemicals according to procedures to form cleaning solutions, completing chemical concentration monitoring as described in procedural manual.
  • Enhanced workplace cleanliness by diligently following sanitation protocols and procedures.
  • Maintained spotless restrooms and break rooms with detail-oriented approach and consistent attention.
  • Employed power equipment and hand tools in cleaning and general maintenance.
  • Attended to building parking lots and grounds each day to keep outside areas clean and neat.
  • Washed down facility walls, floors, and doors regularly with cleaning solutions and sprayers.
  • Swept, mopped and sanitized facility.
  • Handled spills in work and common areas and used proper methods to clean and sanitize each material.
  • Maintained open communication lines with supervisors and peers, providing updates on progress toward daily goals while addressing any challenges encountered.
  • Completed accurate inventory counts and kept equipment and chemical storage areas clean and tidy, following policies in storing chemicals and safety equipment properly.

Manager on Duty

Family Fare Shell
03.2008 - 02.2018
  • Trained employees in essential job functions.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
  • Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals across the organization.
  • Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
  • Improved team productivity by implementing efficient scheduling and task delegation processes.
  • Ensured compliance with company policies, industry regulations, and safety standards by conducting regular audits and providing necessary training to employees.
  • Proactively identified potential issues within the workplace, taking corrective actions to maintain seamless operations at all times.
  • Managed inventory effectively by regularly tracking stock levels and placing orders as needed to minimize waste or shortages.

Education

Pharmacy Tech. Certification - Pharmacy Technician

YWCA/CVS Pharmacy Technician Program
Seattle, WA
06-2023

Skills

  • Call center experience
  • Data entry
  • Administrative support
  • Data collection
  • Complaint handling
  • Complaint resolution
  • Computer proficiency
  • Appointment setting
  • Technical support
  • Account management
  • Multi-line phone talent
  • Escalation management
  • Professional telephone demeanor

Accomplishments

    2001- Most Talented, U.S. History Award,Music Theatre Award,and Most Improved Algebra II

Timeline

Customer Service Advocate

Optum Care Network
09.2022 - 10.2024

Sanitation Technician

Colonial LLC
03.2018 - 03.2020

Manager on Duty

Family Fare Shell
03.2008 - 02.2018

Pharmacy Tech. Certification - Pharmacy Technician

YWCA/CVS Pharmacy Technician Program

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