Amanda Roach
Warrenton,MO
Summary
Dynamic Customer Service Representative with over 7 years of experience delivering exceptional service and support to a diverse clientele. Demonstrated success in boosting customer satisfaction by 20% through a commitment to providing high-quality service and effective problem resolution. Proficient in leveraging CRM systems, maintaining precise records, and streamlining processes for optimal efficiency. Skilled multitasker with a collaborative approach, excelling in cross-functional teamwork to achieve company objectives. A team player with a positive and outgoing demeanor, adept at establishing strong client relationships. Energetic and articulate professional with a genuine passion for building lasting connections and fostering partnerships. Specialized in optimizing quality, speed, and processes. Continuously motivated to uphold customer satisfaction and contribute to the overall success of the company.
Overview
19
19
years of professional experience
Work History
Invoice Clerk
PokeRoach Fam Collectibles
Warrenton, MO
09.2022 - Current
- Boosted invoice processing efficiency by introducing an organized filing system and refining data entry procedures.
- Mitigated invoice discrepancies by meticulously reviewing purchase orders, contracts, and receipts prior to client billing.
- Elevated customer satisfaction through timely resolution of inquiries and adept handling of billing disputes with diplomacy and professionalism.
- Collaborated with the accounts receivable team to expedite payments, consistently following up on outstanding invoices.
- Ensured customer satisfaction by promptly addressing concerns and delivering accurate information.
Customer Service Representative
McGhee and Associates LLC
08.2019 - 08.2022
- Provided rapid and efficient customer service through inbound and strategically employed outbound calls.
- Operated multiple computer systems, ensuring adherence to company policies and procedures.
- Attained promotion to Lead within the initial two months of joining the company.
- Mastered the utilization of diverse program systems and databases, facilitating the effective completion of customer requests.
- Enhanced customer satisfaction by promptly resolving concerns and delivering accurate information.
- Optimized call center processes to boost efficiency and minimize wait times.
- Cultivated effective communication skills through regular interactions with colleagues and clients.
Stay at Home Parent
Self-employed
11.2017 - 04.2019
- During this period, I took on the primary role of caregiver for my family, focusing on the well-being and development of my children. This experience honed my organizational, multitasking, and time management skills in a dynamic and fast-paced environment.
- Organizational Skills
- Multitasking
- Time Management
- Problem-Solving
- Communication
- Adaptability
Server/Bar Supervisor
Innsbrook Country Club
03.2012 - 09.2017
- Elevated customer satisfaction by optimizing bar operations and implementing high service standards.
- Enhanced staff productivity through strategic scheduling, efficient task delegation, and ongoing performance monitoring.
- Fostered improved team morale by providing consistent support, training, and opportunities for professional development.
- Utilized downtime to efficiently restock supplies, ice, trays, and delivery bags.
- Contributed to building a high-quality team by assisting in the recruitment process, conducting interviews, background checks, and overseeing onboarding procedures.
- Proactively addressed and resolved customer complaints with prompt and professional solutions, contributing to the maintenance of a positive reputation.
- Cultivated and maintained warm relationships with regular customers to enhance the overall guest experience.
Cosmetologist
Smart Style/Walmart
02.2009 - 04.2012
- Boosted salon revenue by successfully upselling additional treatments, products, and services to clients during appointments.
- Maintained a pristine and hygienic work environment by diligently adhering to strict sanitation guidelines and procedures.
- Collaborated seamlessly with team members to ensure a delightful customer experience for all salon clients.
- Cultivated lasting relationships with clients through consistently providing high-quality service, resulting in repeat business and referrals.
- Managed a daily client load of 20/30, demonstrating efficiency and dedication to meeting salon demands.
- Enhanced client satisfaction by providing personalized cosmetology services based on individual needs and preferences.
Server Supervisor
Hunans Chinese Restaurant
05.2005 - 11.2008
- Elevated customer satisfaction by consistently delivering efficient and friendly service to guests.
- Collaborated with management to minimize food waste through vigilant monitoring of inventory levels and expiration dates.
- Fostered improved communication among staff members through regular team meetings and open discussion forums.
- Drove increased sales by employing upselling techniques, delivering effective menu presentations, and staying knowledgeable about specials.
- Assisted management in conducting performance evaluations for server staff, identifying areas for improvement, and facilitating professional growth opportunities.
- Effectively managed a daily workload of approximately 40/60 incoming customers, orders, and customer needs, showcasing organizational and multitasking abilities.
Education
Cosmetology License - Cosmetology Education
Advance Beauty College
Warrenton, MO04.2009
High School Diploma -
Warren County R3 High
Warrenton, MO05.2005
Skills
- Remote Communication
- Inventory Management (Stocking and Replenishing)
- Efficient Fleet Dispatching
- Technical Proficiency
- Data Entry
- Advanced Proficiency in Word, Excel, Spreadsheets, PowerPoint
- Call Center Operations Expertise
- Conflict Resolution and Mediation
- Professional Telephone Etiquette
- Strong Problem-Solving Abilities
- Typing at an average speed of 60 words per minute
- Customer Relationship Management (CRM)
- Clerical Support
- Continuous Learning
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- BiLingual
- After hours lead
- Develop Training Programs
- Proficient Computer skills
- Answering multiple phone lines
- Dispatching/Directing Immediate Response Teams
- Supervised team of 10 staff members.
- Improved team productivity with morale-boosting incentives.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Timeline
Invoice Clerk
PokeRoach Fam Collectibles
09.2022 - Current
Customer Service Representative
McGhee and Associates LLC
08.2019 - 08.2022
Stay at Home Parent
Self-employed
11.2017 - 04.2019
Server/Bar Supervisor
Innsbrook Country Club
03.2012 - 09.2017
Cosmetologist
Smart Style/Walmart
02.2009 - 04.2012
Server Supervisor
Hunans Chinese Restaurant
05.2005 - 11.2008
Cosmetology License - Cosmetology Education
Advance Beauty College
High School Diploma -
Warren County R3 High