Amanda Pondelicek
Tinley Park,IL
Summary
Experienced Client Relations Specialist skilled in managing inquiries and resolving issues to ensure high client satisfaction. Proven ability to coordinate with teams and implement strategies that enhance client experiences. Strong background in training and development, with a focus on optimizing service delivery and minimizing errors
Overview
22
22
years of professional experience
Work History
Client Relations Specialist
University of Chicago
Chicago, IL
11.2022 - Current
- Developed strong client relationships through timely responses and professional issue resolution.
- Established effective communication channels to meet client needs promptly.
- Collaborated with cross-functional teams for successful implementation of initiatives and services.
- Assisted in resolving primary client issues while proactively addressing potential concerns.
- Documented client interactions accurately within the Contact Center application.
- Advised clients on effective use of self-service tools for enhanced user experience.
- Managed requests using Service Now portal, ensuring efficient opening and closing processes.
- Utilized call center technology to monitor call volume and handle escalated inquiries professionally.
Training and Development Coordinator
Culver's Restaurant
Evergreen Park, Illinois
08.2019 - 08.2022
- Reviewed assessment results to identify opportunities for enhancing future training programs.
- Provided guidance and support to managers regarding employee development opportunities.
- Conducted train-the-trainer sessions to equip internal trainers on the use of new content or technology.
- Trained existing personnel on new or enhanced applications, products and job functions.
- Implemented job skill checklists and associated training programs to verify employee readiness to perform work.
- Provided support to new trainers and ongoing support and education to existing trainers.
- Arranged on-the-job training for new hires.
- Trained instructors and supervisors in techniques and skills for training and dealing with employees.
Regional Manager
Culver's Restaurant
04.2011 - 08.2019
- Monitored employee performance against established standards while providing coaching as needed.
- Managed a team of 20+ employees within 6 restaurants, providing training and mentorship while ensuring adherence to company policies and procedures.
- Facilitated regular meetings with regional teams to review operational goals and progress updates.
- Worked with senior management to define department goals and objectives to improve the overall customer and employee team experience.
- Resolved customer inquiries promptly by utilizing problem-solving techniques.
- Recruited qualified personnel for open positions in accordance with hiring guidelines.
Manager
Culver's Restaurant
01.2004 - 04.2011
- Mentored and trained new employees on company policies and procedures.
- Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
- Managed daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities.
- Assigned, prioritized, and delegated tasks and responsibility to departmental employees.
- Coached and motivated team, driving sales and delivering exceptional customer service.
- Oversaw multiple projects simultaneously and ensured tasks were efficiently completed.
- Counseled and disciplined employees, driving performance improvement.
- Evaluated employee performance through regular feedback sessions which improved morale and productivity significantly.
- Successfully completed complex projects on time while maintaining high-quality standards, showcasing strong project management abilities.
- Conducted regular staff meetings to foster effective communication and performance.
Skills
- Active listening
- Exceptional communication
- Professional telephone demeanor
- Complaint resolution
- Client needs assessment
- Organizational development
- Customer service
- Problem-solving
- Cross-functional Collaboration
Timeline
Client Relations Specialist
University of Chicago
11.2022 - Current
Training and Development Coordinator
Culver's Restaurant
08.2019 - 08.2022
Regional Manager
Culver's Restaurant
04.2011 - 08.2019
Manager
Culver's Restaurant
01.2004 - 04.2011