Amanda Poole-Flowers
Raytown,MO
Summary
Dynamic customer service professional with a strong background in troubleshooting and problem-solving, dedicated to delivering exceptional support in fast-paced environments. Proven ability to provide effective solutions while maintaining the integrity of customer and client relations. Committed to leveraging skills and training to enhance customer satisfaction and contribute positively to team objectives. Eager to adopt a proactive approach to fostering lasting relationships and driving success in a customer-centric role.
Overview
13
13
years of professional experience
Work History
Customer Care Specialist
GEHA
08.2018 - 12.2024
- Delivered exceptional customer support by addressing inquiries and resolving issues efficiently.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Utilized CRM systems to track customer interactions and maintain accurate records.
- Facilitated conflict resolution through active listening and effective communication strategies.
- Analyzed customer feedback to recommend improvements in services and product offerings.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
- Responded to customer inquiries via phone, email and web-based platforms.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
Health Care Service Specialist
Umb Bank
07.2014 - 04.2018
- Provided exceptional customer service by resolving inquiries and addressing concerns effectively.
- Collaborated with cross-functional teams to streamline service processes and enhance client satisfaction.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Managed service specialist team, fostering a positive work environment and encouraging teamwork to achieve desired results.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
Account Specialist
Tuscan Services
06.2012 - 07.2014
- Managed client accounts, ensuring timely communication and resolution of inquiries.
- Developed and maintained strong relationships with key stakeholders to enhance service satisfaction.
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Completed routine and complex account updates to resolve problems.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Adhered to standards of quality and service as well as all compliance requirements.
- Resolved complex billing and payment issues for balanced, accurate accounts.
Education
Medical Office Assistant -
Sanford Brown College
01.2004
GED - undefined
State of Missouri
12.1998
Skills
- Customer Relations and Communication
- Received written compliments from customers providing evidence of excellent customer satisfaction
- Excellent planning/ organizational skills along with the ability to prioritize work to meet production and scheduling deadlines
- Maintained an efficient and effective data base for file maintenance of customer information
- Professional telephone demeanor
- Customer service
- Problem-solving
- Time management
- Critical thinking
- Active listening
Summary Of Qualifications
- Over 10 years experience in customer service
- Special talent for troubleshooting and problem solving.
- Excellent written/ verbal communication/ interpersonal skills with the ability to listen and explain complex solutions.
- Positive attitude, enthusiastic and professional.
- Ability to develop and maintain relationships with colleagues and customer.
Timeline
Customer Care Specialist
GEHA
08.2018 - 12.2024
Health Care Service Specialist
Umb Bank
07.2014 - 04.2018
Account Specialist
Tuscan Services
06.2012 - 07.2014
GED - undefined
State of Missouri
Medical Office Assistant -
Sanford Brown College