Amanda Novena
Marysville,OH
Summary
Administrative support specialist with 20 years of customer service experience. Skilled in managing communications, scheduling, and operations in corporate and self-run environments. Committed to organization and teamwork, delivering exceptional support to staff and clients.
Overview
16
16
years of professional experience
Work History
Tier 3 Consumer Service Coordinator
Scotts Miracle-Gro - Contract Worker
Marysville, OH
04.2014 - Current
- Delivered professional support to consumers via phone, email, chat, social media, and reviews.
- Resolved complex customer complaints with a focus on satisfaction and efficiency.
- Processed orders, returns, and warranty claims accurately and promptly.
- Maintained detailed documentation of interactions in Salesforce, tracking resolutions and identifying trends.
- Exceeded performance metrics, including response times and satisfaction scores consistently.
- Collaborated with customer service tiers to ensure seamless customer experiences.
- Remained informed on current policies, promotions, and products for accurate support.
- Conducted quality audits of communications for compliance with company standards.
Owner/Lead Photographer
Amanda Lauren Collective
Marysville, Ohio
11.2019 - Current
- Managed all aspects of a thriving photography business, overseeing client communication, scheduling, invoicing, and gallery delivery to ensure seamless operations.
- Streamlined business operations by maintaining organized records and utilizing tools like HoneyBook and Dubsado for efficient workflow management.
- Delivered exceptional customer service by crafting stress-free, enjoyable experiences for clients, enhancing overall satisfaction.
Tier 2 Consumer Service Representative
Scotts Miracle-Gro
Marysville, OH
04.2009 - 08.2012
- Delivered prompt, professional support to consumers via phone, email, chat, and social media.
- Provided expert advice on lawn and garden products to consumers and Tier 1 agents.
- Troubleshot product issues and delivered clear guidance to resolve concerns.
- Supported Tier 1 agents by offering solutions within established guidelines, escalating when necessary.
- Conducted quality assurance audits to ensure accuracy of information provided.
Education
High School Diploma -
Marysville High School
Marysville, OH06-2004
Some College (No Degree) - Psychology
Columbus State Community College
Columbus, OHSkills
- Communication Skills
- Microsoft Office Proficiency
- Multitasking and Time Management
- Data Entry and Database Management
- Policies and Procedures Adherence
- Calm and Professional Under Pressure
- Office Equipment Proficiency
- Client and Team Communication
References
References available upon request.
Timeline
Owner/Lead Photographer
Amanda Lauren Collective
11.2019 - Current
Tier 3 Consumer Service Coordinator
Scotts Miracle-Gro - Contract Worker
04.2014 - Current
Tier 2 Consumer Service Representative
Scotts Miracle-Gro
04.2009 - 08.2012
High School Diploma -
Marysville High School
Some College (No Degree) - Psychology
Columbus State Community College
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