High school -
Sparta R-III
Sparta, MO
Amanda Jean Raposa
Customer Care Specialist
Sparta,MO
Summary
Attentive Customer Care Specialist passionate about offering expert support for client needs. Caring, vigilant, & devoted professional who brings top-notch multitasking, organizational, & conflict management skills to all tasks.
Education
Timeline
Census Enumerator
Federal Government
01.2010 - 01.2010
In Home Care Provider
Personal
01.2008 - 01.2013
Customer Service Representative
Teletech
01.2008 - 01.2009
Technical Support Representative
DishNetwork
01.2006 - 01.2008
Home Cleaning & Housekeeping
Detail Home Cleaning
01.2003 - 01.2006
High school -
Sparta R-III
Direct Support Professional
Easy Living
1 2016 - 1 2019
Skills
Customer service & satisfaction
Conflict resolution
Problem analysis & troubleshooting
Record keeping & documentation
Fast learner
Computer literacy (windows, email, word processing, spread sheets, internet applications, & web searches)
Typing (60WPM) & ten key (5000KPH)
Office equipment (telephone, fax, copiers)
Medication administration & vital montering
Meal preparation
Analytical thinking & attention to detail
Excellent verbal & writen communication skills
Decision-making & multitaskting abilities
Behavior redirection & management
Household cleaning & housekeeping tasks
Self motivated & reliable
Work History
Direct Support Professional
Easy Living
1 2016 - 1 2019
- Assisted disabled clients with daily living needs to maintain independence, self-esteem, and general wellness while assisting with daily living activities, running errands, and completing household chores.
- Completed regular check-ins and progress reports for each client while recording status and duties completed in logbooks for management as well as supervising book keeping of client finances.
- Assisted with crisis intervention to de-escalate challenging behavior by following the implemented individualized behavior management plans to reduce incidents within the residence while providing compassionate and patient-focused care to cultivate well-being through maintaining a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans while recording patient's pulse, blood pressure, and respiration to assess and document important health information.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care, and personal grooming as well as maintaining a clean, safe, and well-organized patient environment by cleaning, laundering items, changing sheets, and keeping patient areas clean.
- Meet nutritional needs of individual’s menu planning, food preparation, and special dietary needs while cooking meals and assisting patients with eating tasks.
- Facilitated medical appointments, social outings, and community integration activities, promoting inclusion and positive experiences for clients, while ensuring clients arrived at appointments in a timely fashion.
- Self-motivated with a strong sense of personal responsibility skilled at working independently as well as collaboratively in a team environment.
In Home Care Provider
Personal
01.2008 - 01.2013
- Cared for elderly Alzheimer's patient who was a relative.
- Improved patient comfort by providing compassionate and attentive care in their home while cleaning the house, running errands, managing laundry, completing weekly grocery shopping, and assisting with transportation to medical appointments as well as social outings.
- Scheduled and coordinated medical appointments while administering medications in accordance with doctor's instructions.
- Supported family through difficult times by offering emotional support and education on important care tasks.
- Assisted with end-of-life care.
Census Enumerator
Federal Government
01.2010 - 01.2010
- Served as last line of defense to obtain accurate count for federal funding and fair political representation by planning and driving a personal route to assigned locations to verify residency status and speak with inhabitants or neighbors to complete census questionnaires while providing a clear explanation of the process and making an accurate count in hard-to-reach communities by obtaining updated contact information from all subjects and verifying data for accuracy as well as contributing to higher completion rates through persistent follow-up visits for non-responsive households.
- Promoted understanding of the census'' role in government funding allocation decisions, encouraging greater cooperation from community members while navigating difficult situations professionally, such as dealing with uncooperative respondents, providing exceptional customer service when interacting with respondents and fostering a positive relationship between citizens and government agencies.
- Maintained and submitted records of hours worked, miles driven, and expenses incurred to facilitate accurate reporting measures while efficiently organizing collected data and submission to supervisors in a timely fashion for review and analysis.
- Demonstrated excellent time management skills while adhering to strict deadlines for submitting completed questionnaires and improving data accuracy by diligently collecting and recording census information from households through utilizing various technologies, such as handheld devices and mapping software, streamlining enumeration processes and improving overall efficiency.
- Attended team meetings to develop job knowledge and adapt quickly to changing circumstances, including inclement weather and challenging neighborhood conditions during fieldwork.
- Self-motivated, with a strong sense of personal responsibility, as well as organized and detail-oriented with a strong work ethic with a proven ability to learn quickly and adapt to new situations.
Customer Service Representative
Teletech
01.2008 - 01.2009
- Answered constant flow of customer telephone calls in a dynamic environment to provide prompt service prioritizing customer needs while developing rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Delivered exceptional customer service to every customer by assisting them with issues related to their USAA credit card account line and suggested other related products they might find useful by leveraging extensive knowledge of products and services.
- Utilized customer service software to manage interactions and update account information to maintain customer records while investigating customer inquiries and complaints quickly and accurately to meet customer call guidelines for service levels, handle time, and productivity.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts with empathy resulting in increased loyalty and repeat business.
- Participated in team meetings and training sessions to stay informed and maintain up-to-date knowledge of product and service changes.
- Proven ability to learn quickly and adapt to new situations with excellent communication skills, both verbal and written.
Technical Support Representative
DishNetwork
01.2006 - 01.2008
- Managed a high level of call flow to provide prompt support for customer technical and billing issues related to their DishNetwork accounts while breaking down and evaluating user problems, using test scripts, deep personal expertise, and probing questions to improve customer satisfaction by providing timely and accurate support through clear and concise explanations to guide them through step-by-step resolutions using patience and professionalism.
- Used ticketing systems to manage and process support actions and requests while accurately documenting customer interaction in detail within the case management system, ensuring comprehensive records for future reference.
- Researched and identified solutions to technical problems while collaborating with supervisors to escalate and address appropriate customer inquiries or technical issues.
- Managed challenging customer situations in a fast-paced environment with diplomacy and professionalism, often turning negative experiences into positive outcomes, while identifying potential sales and cross-selling opportunities.
- Adapted quickly to new technology and software applications with a passion for learning and a commitment to continual improvement.
Home Cleaning & Housekeeping
Detail Home Cleaning
01.2003 - 01.2006
- Assisted with day-to-day operations, working efficiently and productively while managing on-site team members to perform new home cleaning and other delivered services to locations within specific timeframes.
- Developed and maintained a comprehensive inventory system to track equipment and supplies while completing financial tasks by estimating costs and preparing and managing budgets.
- Coordinated with outside vendors to provide supplies and equipment for staff while adhering to safety protocols by enforcing proper equipment usage.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Worked flexible hours across night, weekend, and holiday shifts.
- Self-motivated, with a strong sense of personal responsibility, and skilled at working independently and collaboratively in a team environment.
Additional Information
Avid table-top role playing game enthusiast with experience at coordinating and facilitating both public & private game events.
Work Authorization
Authorized to work in the US for any employer
References Available
True
Cell
(417) 414-2018
Work Authorization
Authorized to work in the US for any employer
References Available
True
Cell
(417) 414-2018
Overview
10
10
years of professional experience