Amanda Nichols
Oakland,TN
Summary
Resourceful Contact Center Representative known for high productivity and efficient task completion. Skilled in customer relationship management, problem resolution, and communication technologies. Excel in active listening, empathy, and patience to enhance customer satisfaction and build loyalty. Committed to maintaining professionalism and calm under pressure to resolve inquiries swiftly and effectively.
Overview
10
10
years of professional experience
Work History
Contact Center Representative
Internal Revenue Service, IRS
Memphis, TN
03.2022 - 08.2024
- Assisted customers with order placement and payment processing.
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Assisted in the development of strategies to improve collections process efficiency.
- Resolved customer complaints in a professional manner.
- Maintained call logs and records of customer interactions using CRM software.
Banking Customer Service Representative
Regions Bank
Memphis, TN
06.2020 - 11.2021
- Provided account information and answered customer inquiries in a timely manner.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Resolved customer complaints or escalated them to the appropriate personnel as needed.
Customer Service Representative
American Airlines
Memphis, TN
04.2014 - 11.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
Education
Associate of Arts - Business Administration
Southwest Community College
Memphis, TNSkills
- Call handling
- Complaint resolution
- Script adherence
- Call logging
Timeline
Contact Center Representative
Internal Revenue Service, IRS
03.2022 - 08.2024
Banking Customer Service Representative
Regions Bank
06.2020 - 11.2021
Customer Service Representative
American Airlines
04.2014 - 11.2020
Associate of Arts - Business Administration
Southwest Community College