Amanda Ortiz
College Station,TX
Summary
Dynamic professional offering solid customer service background, diligent attention to detail and hardworking nature. Energetic, focused and experienced coaching and mentoring new employees in service delivery, telephone etiquette and troubleshooting. Well-versed in sales, service and conflict resolution.
Overview
10
10
years of professional experience
Work History
Customer Service Lead
Accredo Specialty Pharmacy
College Station, Texas
06.2024 - Current
- Handled customer inquiries and complaints in a professional manner.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Maintained accurate records of customer interactions.
- Resolved escalated issues from team members or customers in an efficient manner.
- Ensured compliance with company policies and regulations related to customer service operations.
- Coached, monitored, and motivated new agents to enhance job knowledge.
- Volunteered to handle complaints and issues for manager during busy time periods.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted with pull call requests and accurately submitted adjustment requests when warranted.
- Volunteered assisting Superhero Chat, answering RTL questions, and taking over 2nd level escalations, and created incident reports.
Operations Leader
TravelClick
Orlando, FL
05.2018 - 05.2021
- De-escalate escalated customers to improve experience and maintain loyalty.
- Oversaw call center operations with 15 staff, handling 200 calls per hour during peak period.
- Coached team members on call strategies to enhance control and success in handling customer service issues.
- Offered agents front-line support with difficult calls or issues to maintain optimal service levels and continue developing staff abilities.
Visual Supervisor
Sunglass Hut
Orlando, FL
08.2016 - 05.2018
- Developed and implemented visual merchandising strategies to promote sales growth.
- Ensured accuracy of product information on signage and other visual materials.
- Maintained a high level of customer service by responding to customer inquiries promptly and efficiently.
- Created detailed reports outlining progress towards meeting merchandising goals.
- Monitored inventory levels of fixtures, props, and other supplies needed for displays.
- Inspected stores regularly to identify areas where additional training was needed.
- Ordered promotional materials, such as signs, banners, and posters, as needed.
- Restocked merchandise, constructed promotional displays, and updated signage.
- Developed sales presentations to educate personnel on product placement to increase sales revenue and drive customer traffic.
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
Sales Associate//Cashier
Armani Exchange
Orlando, FL
05.2014 - 08.2016
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Processed transactions using a point-of-sale system.
- Upsold additional items based on customer interests and needs.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Developed trusting relationships with customers by making personal connections.
Education
High School Diploma -
Liberty High School
Poinciana, Florida05-2013
Skills
- Status Updates
- Customer service excellence
- Interdepartmental communication
- CRM Software
- Customer Complaint Resolution
- Telephone Etiquette
- Research and analysis
- Quality Assurance
- Team training and development
- Staffing oversight
- Excellent multitasking capab
- Call center
- Payment Processing
- Interpersonal Communication
- Microsoft Outlook, Word, and Excel
Timeline
Customer Service Lead
Accredo Specialty Pharmacy
06.2024 - Current
Operations Leader
TravelClick
05.2018 - 05.2021
Visual Supervisor
Sunglass Hut
08.2016 - 05.2018
Sales Associate//Cashier
Armani Exchange
05.2014 - 08.2016
High School Diploma -
Liberty High School
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