Amanda Rubio
Channelview,TX
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
TriSmart Solar
Houston, Texas
05.2015 - 12.2020
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for providing excellent customer service experience.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
Customer Support Retention Manager
TriSmart Solar
Houston, TX
01.2010 - 10.2014
- Created training materials and provided on-site training to ensure that customer service standards were met.
- Monitored customer complaints, identified trends, and created solutions to address issues quickly.
- Managed a team of Customer Retention Representatives responsible for resolving escalated customer inquiries.
- Leveraged CRM software to track customer interactions across multiple channels such as phone calls, emails, and social media messages.
- Established procedures for processing refunds and credits in accordance with company policies.
- Trained staff on how best to interact with customers in order to build relationships and strengthen brand loyalty.
Lead Community Support Specialist
Betty Hardwick MHMR
Abilene, Texas
02.2004 - 01.2010
- Researched complex problems and developed innovative solutions to address them.
- Implemented quality assurance measures to ensure accuracy of data entry into system databases.
- Conducted regular training sessions with staff members on customer service techniques.
- Developed effective communication channels between departments for better coordination.
- Generated weekly status reports outlining progress made against objectives set forth by management.
- Supported individuals with facility-based planned activities in home and community settings.
- Supervised community outings, enabling clients to achieve maximum personal independence.
Respite Provider
Betty Hardwick MHMR
Abilene, Texas
10.2002 - 02.2004
- Provided short-term relief for families and caregivers of individuals with disabilities.
- Organized recreational activities to promote socialization and physical activity.
- Responded to emergency situations calmly and effectively.
- Assisted clients in developing skills such as communication, problem solving, decision making, self-care, and personal safety.
- Monitored client behavior and documented progress towards goals.
- Educated families on how best to support their loved ones with disabilities.
- Built strong and trusting rapport with clients and loved ones.
Education
GED -
Wylie High School
Abilene, TX05-2002
Some College (No Degree) - Psychology
Cisco Junior College
Cisco, TXSkills
- Call Center Management
- Account Authorizations
- Employee Scheduling
- Performance Evaluations
- New Hire Training
- Audit Support
- Problem-Solving
- Customer Retention
- Account Updates
- Issue Resolution
- Focused on customer satisfaction
- Escalation Handling
- Client relations and retention
Affiliations
- Outside of the office I enjoy the outdoors. I am fishing on the bay during the warmer months of the year. The Fall and Winter months I spend my time hunting in my free time.
Timeline
Customer Service Manager
TriSmart Solar
05.2015 - 12.2020
Customer Support Retention Manager
TriSmart Solar
01.2010 - 10.2014
Lead Community Support Specialist
Betty Hardwick MHMR
02.2004 - 01.2010
Respite Provider
Betty Hardwick MHMR
10.2002 - 02.2004
GED -
Wylie High School
Some College (No Degree) - Psychology
Cisco Junior College