Amanda Simpson
DAVENPORT
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
AT&T Mobility
Davenport Iowa
11.2020 - 06.2026
- Met customer call guidelines for service levels, handle time and productivity.
- Provided primary customer support to internal and external customers.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests for products, services, and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promoted available products and services to customers during service, account management, and order calls.
- Updated account information to maintain customer records.
- Specialized In the Transfer Of Billing Department
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Alorica
Davenport, IA
01.2018 - 09.2020
- Responded to customer requests for products, services, and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Tracked customer service cases and updated service software with customer information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Sales Associate
Kirby
Davenport, IA
05.2015 - 12.2018
- Provided positive first impressions to welcome existing, new, and potential customers.
- Developed, maintained and utilized diverse client base.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Analyzed sales trends to identify opportunities for upselling and cross-selling within customer interactions.
- Collaborated with team members to achieve monthly sales targets.
- Led weekly team meetings to discuss performance metrics, share best practices, and strategize improvements.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
Education
High School Diploma -
Scott Community Collage
Davenport, IA08-2017
Skills
- Senior Leadership Support
- Account Management
- Active Listening
- Freight Operations
- Customer Relations
- Microsoft PowerPoint
- Credit Card Payment Processing
- Report Creation
- Sales Expertise
- Microsoft Word
- Staff Training
- Microsoft Excel
- Order Processing
- Microsoft Outlook
- Complex Product Knowledge
- System Implementation
- Customer Consulting
- Problem-Solving Ability
- Recordkeeping Strengths
- Sales and Upselling
- Billing Adjustments and Refunds
- CRM Software
- Managing Multiple Tasks
- Conflict Mediation
- Critical Thinking
Timeline
Customer Service Representative
AT&T Mobility
11.2020 - 06.2026
Customer Service Representative
Alorica
01.2018 - 09.2020
Sales Associate
Kirby
05.2015 - 12.2018
High School Diploma -
Scott Community Collage