Overview
Work History
Education
Skills
Timeline
Generic

Amanda Sheets

Hartford,IA

Overview

29
29
years of professional experience

Work History

Trainer Coach

John Deere Intelligent Solutions Group
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
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
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
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
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
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
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
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
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
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, IA
06.1996

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
Amanda Sheets