Amanda Richardson
Port Saint Lucie,FL
Summary
Customer Experience and Support Specialist with 7+ years of remote experience in financial services, healthcare, and hospitality industries. Proven ability to resolve complex customer issues, improve CRM workflows, and enhance operational efficiency. Skilled in Salesforce, CRM systems, data analysis, and cross-functional collaboration. Recognized for empathy-driven service, strong problem-solving abilities, and process improvement initiatives that drive measurable results.
Overview
11
11
years of professional experience
Work History
Customer Support Advisor (Remote)
Conduent
Remote
07.2024 - Current
- Deliver high-volume customer support via phone, email, chat, and social media channels
- Resolve complex customer inquiries and escalate advanced cases to appropriate departments
- Maintain detailed case documentation within CRM systems to ensure compliance and follow-up accuracy
- Schedule and manage client appointments, consultations, and service visits
- Improve workflow efficiency by utilizing CRM and scheduling platforms effectively
- Provide empathetic, solution-focused service to enhance customer satisfaction and retention
Customer Experience Specialist (Remote)
Margaritaville
Remote
12.2017 - 10.2022
- Managed multi-channel customer support (phone and email) in a fast-paced remote environment
- Customized and optimized Salesforce workflows, triggers, and automation processes
- Analyzed CRM data to identify trends and recommend performance improvement initiatives
- Audited internal data processes to enhance operational efficiency and accuracy
- Trained new team members on systems, service standards, and best practices
- Collaborated with internal departments to support evolving business strategies
- Educated customers on product features, website navigation, and mobile app functionality
- Improved case tracking by maintaining accurate and detailed CRM documentation
Customer Service Representative (Non Phone)
OneWorld Health
Remote
09.2015 - 10.2017
- Managed customer accounts, processed payments, and established payment plans
- Documented customer interactions within CRM systems to ensure accurate records
- Resolved billing inquiries and account discrepancies
- Maintained quality assurance standards to improve overall customer satisfaction
- Provided feedback to cross-functional teams to enhance service offerings
- Assisted in onboarding and training new hires
Customer Accounts Representative
First Bank
Remote
12.2015 - 07.2016
- Reviewed and verified daily account transactions for accuracy and compliance
- Maintained customer database records and updated account information
- Resolved customer inquiries related to account status and transactions
- Ensured confidentiality and accuracy in financial documentation
Education
High School Diploma -
Ivanna Eudora Kean High School
St ThomasUniversity of The Virgin Islands
St ThomasSkills
- Customer Experience & Retention
- Salesforce CRM & Workflow Customization
- Email, Chat & Phone Support
- Escalation Management
- Process Improvement
- Data Analysis & Reporting
- Billing & Payment Resolution
- Appointment Scheduling & Coordination
- Cross-Functional Collaboration
- CRM Documentation & Case Tracking
- Quality Assurance
- Remote Team Collaboration
Timeline
Customer Support Advisor (Remote)
Conduent
07.2024 - Current
Customer Experience Specialist (Remote)
Margaritaville
12.2017 - 10.2022
Customer Accounts Representative
First Bank
12.2015 - 07.2016
Customer Service Representative (Non Phone)
OneWorld Health
09.2015 - 10.2017
High School Diploma -
Ivanna Eudora Kean High School
University of The Virgin Islands