Amanda Reed
Florence,KY
Summary
Dynamic Print Account Specialist with a proven track record at Staples Inc., excelling in customer relationship development and problem-solving. Recognized for enhancing client satisfaction through effective issue resolution and upselling strategies, contributing to increased revenue. Adept at multitasking and maintaining professionalism in high-pressure environments, ensuring seamless account servicing and operational efficiency.
Overview
31
31
years of professional experience
Work History
Print Account Specialist
Staples Inc.
Florence, KY
01.2020 - Current
- Addressed account-related concerns efficiently, leading to high client satisfaction.
- Delivered outstanding customer service to address client concerns effectively.
- 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.
- Fostered client relationships through consistent communication and effective issue resolution.
- Collaborated with sales team to upsell products and services, resulting in higher revenue generation.
- Succeeded in self-managed roles, directing everyday activities and operational decisions.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Negotiated prices, terms of sales and service agreements.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Monitored service after sale and implemented quick and effective problem resolutions.
Delivery Resolution SME
Staples Inc.
Florence KY
01.2015 - 01.2020
- Evaluated coworker progress regularly, providing timely feedback for continuous improvement in performance.
- Adapted instructional methods to support varying learning capabilities.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Devised and implemented processes and procedures to streamline operations.
- Instructed staff on organizational mission and goals to enhance employee success.
- Assessed employee effectiveness and delivered guidance to enhance productivity.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Fostered strong vendor partnerships to ensure timely delivery of services and materials.
Customer Service Representative
Staples Inc.
Florence, KY
02.1994 - 01.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and backed up other customer service managers.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Education
Gender Studies
Northern Kentucky University
Newport, KYGeneral Studies - General Studies
Simon Kenton High School
Independence06.1990
Skills
- Customer relationship development
- Customer engagement
- Client engagement
- Research proficiency
- Due diligence
- Issue investigations
- Cold calling
- Point-of-sale system
- Excellent communication
- Account servicing
- Decision-making
- Point of sale operation
- Teamwork and collaboration
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Customer satisfaction
- Organizational skills
- Active listening
- Adaptability and flexibility
- Relationship building
- Task prioritization
- Sales presentations
- Self motivation
- Product knowledge
- Sales process
- Goal setting
- Professionalism
- Solution selling
- Sales strategy
- Continuous improvement
- Adaptability
- Professional demeanor
- Problem-solving aptitude
- Order processing
- Pricing strategy
Timeline
Print Account Specialist
Staples Inc.
01.2020 - Current
Delivery Resolution SME
Staples Inc.
01.2015 - 01.2020
Customer Service Representative
Staples Inc.
02.1994 - 01.2015
Gender Studies
Northern Kentucky University
General Studies - General Studies
Simon Kenton High School