Amanda Sheets
Hartford,IA
Overview
29
29
years of professional experience
Work History
Trainer Coach
John Deere Intelligent Solutions Group
Urbandale, IA
11.2020 - 07.2024
- Trained new and current employees on precision agriculture products
- Developed a Change Management Process
- Develop training materials.
- Conduct call and case audits for new Customer Service Reps
- Coach Customer Service Reps on call and case scores
- Facilitate meeting with Product teams to share upcoming releases, training, current issues.
- Developed and Implemented a new audit process in the GSC
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Supervisor- Customer Support
John Deere
Urbandale
11.2018 - 10.2020
- Supervised 9 bilingual contingents
- Empowered and motivated contingent employees via regular 1:1 meetings
- Weekly informational meeting with team in Brazil
- Coached contingents on call and cases audits
- Hired new employees that were bilingual in Portuguese and Spanish to support customers and dealers in Latin America
- Trained new hires and current employees on digital solution products
- Added solutions in GSC Knowledge base system
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Trainer/Quality Coach
John Deere
Urbandale
08.2016 - 10.2018
- Trained new and current new employees on precision agriculture products
- Developed new training materials
- Conducted call and case audits for new Customer Service Reps
- Coached Customer Service Reps on call and case scores
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Tactical Lead
John Deere
Urbandale
04.2015 - 08.2016
- Scheduled all GSC training
- Interviewed and hired all employees in Global Support Center
- Developed highly skilled personnel by providing specialized tactical instruction and mentoring.
Supervisor Customer Support
John Deere
Urbandale
01.2011 - 03.2015
- Supervised team of 2 FTEs and 9 contingents
- Successfully implemented a Contact Center in Urbandale
- Empowered and motivated employees via regular feedback
- Maintain work schedule for entire GSC
- Pulled daily call metrics for team
- Achieved world class contact center call metrics
- Developed Full Time Employees to careers in other departments in John Deere
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Global Support Center Team Lead
John Deere
Urbandale, IA
09.2008 - 01.2011
- Trained new team members by relaying information on company procedures.
- Promoted a positive work environment by fostering teamwork and open communication.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Customer Support Representative
John Deere
Urbandale, IA
08.2003 - 09.2008
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Mailroom Clerk
Product Developmenet Corporation
Des Moines, IA
07.2001 - 05.2003
- Multitasked effectively in a fast-paced environment, prioritizing tasks appropriately to meet daily deadlines consistently.
- Processed outgoing mail with a high level of accuracy, including weighing packages and calculating appropriate postage fees.
- Enhanced customer satisfaction with timely and accurate delivery of parcels to customers
- Coordinated bulk mailing projects, organizing materials efficiently while meeting strict deadlines for distribution.
Convenience Store Clerk
Casey's General
Ankeny, IA
06.1999 - 07.2001
- Maintained a clean and organized store environment for an improved shopping experience.
- Enhanced customer satisfaction by providing efficient and friendly service at the checkout counter.
- Verified age-restricted product purchases diligently to adhere to legal requirements while maintaining excellent customer rapport during transactions.
- Assisted customers with locating products, answering questions, and recommending items based on their needs.
- Completed daily tasks such as sweeping floors, cleaning restrooms, emptying trash cans promptly for a consistently well-maintained store appearance.
- Ensured timely stocking of shelves, coolers, and displays for optimal product availability to customers.
- Handled customer complaints professionally, resolving issues quickly to maintain positive relationships with patrons.
- Followed cash handling, inventory accountability and fueling station procedures as part of operations.
Bank Teller
Community State Bank
Pleasant Hill, IA
07.1995 - 05.1999
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Reconciled cash drawer and resolved discrepancies.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
Education
High School Diploma -
Carlisle High School
Carlisle, IA06.1996
Skills
- Teamwork
- Interpersonal Communication
- Leadership
- Training & Development
- Processes and Procedures
- Team Building
- Training and mentoring
- Conflict Resolution
- Change Management
- Microsoft 360 Suite
- Time Management
- Cash Handling
- Basic Accounting
Timeline
Trainer Coach
John Deere Intelligent Solutions Group
11.2020 - 07.2024
Supervisor- Customer Support
John Deere
11.2018 - 10.2020
Trainer/Quality Coach
John Deere
08.2016 - 10.2018
Tactical Lead
John Deere
04.2015 - 08.2016
Supervisor Customer Support
John Deere
01.2011 - 03.2015
Global Support Center Team Lead
John Deere
09.2008 - 01.2011
Customer Support Representative
John Deere
08.2003 - 09.2008
Mailroom Clerk
Product Developmenet Corporation
07.2001 - 05.2003
Convenience Store Clerk
Casey's General
06.1999 - 07.2001
Bank Teller
Community State Bank
07.1995 - 05.1999
High School Diploma -
Carlisle High School