Amanda Rodriguez
Miami,FL
Summary
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
6
6
years of professional experience
Work History
Customer Service Coach
The Home Depot
Miami, FL
05/09/23 - Current
- Actively participated in weekly team meetings to discuss challenges faced by the department.
- Handled cash, check, credit cards, vouchers or automatic debit transactions
- Greeted customers and provided friendly customer service.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Assisted customers with locating merchandise within the store.
- Adhered to company policies concerning returns, exchanges, and refunds
- Maintained cleanliness of the checkout and return area by sweeping floors, emptying trash cans and wiping down counters and other front store areas
- Resolved customer complaints in a professional manner.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Collected credit card and cash payments to complete transactions for customer special orders.
Human Resources Assistant
The Home Depot
Miami, FL
01.2024 - 05.2024
- Organized and posted weekly schedule for over 250 store associates
- Reviewed resumes submitted by applicants for open positions.
- Prepared job postings for open positions on the company website and other job boards.
- Conducted new hire orientations and onboarding processes for incoming employees to introduce store policies and safety procedures
- Provided guidance and support to management team on various HR matters such as compensation packages or employee handbook updates and monthly associate training courses
- Organized storewide events such as employee birthdays, anniversaries with the company and other weekly events for employees
- Managed employee relations issues including grievances, complaints, and disputes as needed.
- Participated in HR training and workshops to improve skills and knowledge.
- Facilitated communication between management and staff by conducting regular meetings to discuss concerns or suggestions.
- Investigated employee relations matters through interviews with involved parties to ensure a fair resolution.
- Coordinated various benefits programs such as medical insurance, retirement plans and vacation policies.
Customer Service Representative
AMEX Assurance Company
Miami, FL
10/11/21 - 05.2023
- Answered customer inquiries over the phone and provided accurate information regarding products and services on travel insurance
- Processed online travel insurance enrollments for customers
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved disclosure scripts to advise customers of policies regarding their travel insurance
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
Customer Service Representative
Alorica
Miami, FL
10.2018 - 02.2020
- Utilized problem solving skills in order to resolve complex customer inquiries.
- Assisted customers with product information and enrollment over the phone.
- Provided customer service by answering incoming calls and responding to inquiries in a timely manner.
- Addressed customer complaints, identified causes of problems, and provided solutions.
- Educated customers on product features and benefits while providing technical support as needed.
- Identified opportunities to upsell products or services when appropriate.
- Adhered to quality assurance standards regarding telephone etiquette and data entry accuracy.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Consulted with customers to resolve service and billing issues.
- Updated customer accounts, addresses and contact information within call management databases.
- Maintained strong call control and quickly worked through scripts to address problems.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Education
High School Diploma -
Miami Southridge Senior High School
Miami, FL06-2018
Skills
- Coaching Techniques
- Complaint Handling
- Attention to Detail
- Employee Interviewing
- Leadership Development
- Relationship Building
- Goal Setting
- Problem-Solving
- Time Management
- Self Motivation
Timeline
Human Resources Assistant
The Home Depot
01.2024 - 05.2024
Customer Service Representative
Alorica
10.2018 - 02.2020
Customer Service Coach
The Home Depot
05/09/23 - Current
Customer Service Representative
AMEX Assurance Company
10/11/21 - 05.2023
High School Diploma -
Miami Southridge Senior High School