Amanda Smith
Buffalo,NY
Summary
Dynamic customer service professional with a proven track record at Spectrum, excelling in complaint resolution and client relations. Recognized for enhancing customer satisfaction through effective communication and problem-solving skills. Adept at account updating and staff training, consistently delivering superior service and fostering positive relationships to drive retention and loyalty.
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
19
19
years of professional experience
Work History
Customer Service Representative
Spectrum
01.2020 - 01.2023
- Responded to customer requests for products, services, and company information via inbound calls.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Identified and resolved discrepancies and errors in customer accounts.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Table Games Dealer & Supervisor
Seneca Buffalo Creek Casino
01.2018 - 2022
- Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Handled and shuffled cards and playing pieces to maintain game integrity.
- Assisted players with placing bets, educating on game rules to increase understanding.
- Kept gaming areas clean and organized to maintain safe and secure environment.
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
- Collected, arranged, and input information into database system.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Generated reports detailing findings and recommendations.
- Maintained database systems to track and analyze operational data.
Table Games Dealer and Supervisor
Feather Falls Casino
10.2003 - 02.2011
- Monitored players behavior, taking appropriate action against rule violations.
- Answered players questions and resolved disputes to provide excellent customer service.
- Managed chips and money transactions with attention to detail to prevent fraud.
- Monitored game for potential security risk to protect operation and players.
- Inspected table games and equipment to confirm proper function.
- Enforced game rules to maintain fair paly and avoid disputes.
- Kept track of game outcomes and reported to supervisor for accurate record keeping.
- Learned and followed company procedures to maintain consistency and standards.
- Controlled equipment such as roulette wheels to run games.
- Received and documented patrons' wagers prior to beginning games.
- Welcomed customers and established immediate rapport to encourage gameplay.
- Prepared players to join games by explaining rules and exchanging money for chips.
- Maintained rules for games and identified instances of cheating, notifying security team.
- Dealt cards and compared hands to determine winners of games such as blackjack.
- Trained new dealers in rules and operation of different games.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Gathered, organized and input information into digital database.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Frequently inspected production area to verify proper equipment operation.
- Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
- Maintained fast game pace by handling chips, cards, money, and gaming equipment efficiently.
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Handled and shuffled cards and playing pieces to maintain game integrity.
- Assisted players with placing bets, educating on game rules to increase understanding.
- Kept gaming areas clean and organized to maintain safe and secure environment.
- Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations.
- Maintained database systems to track and analyze operational data.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Education
Graduate Certificate - Early Childhood Education/ Psychology
Lassen Community Collage
Susanville, CASkills
- Account updating
- Scheduling
- Complaint resolution
- In-store support
- Positive and professional
- Report generation
- Payment processing
- Courteous demeanor
- High-energy attitude
- Research
- Money handling
- Merchandise upselling
- Multi-line phone talent
- Team collaboration
- Computer proficiency
- Clerical support
- Adaptability and flexibility
- Receiving support
- Researching
- Staff education and training
- System implementation
- Opening and closing accounts
- Office equipment proficiency
- Critical thinking
- Time management
- Sales expertise
- Decision-making
- Recordkeeping strengths
- Client relations
- Support case resolution
- Staff training
- Calm demeanor
- Customer relationship management (CRM)
- Credit adjustments
- Document control
- Refunds processing
- Creative problem solving
- Customer education
- Escalation management
- Conflict resolution
- Product and service solutions
- De-escalation techniques
- Email management
- Live chat support
- Member account management
- Multitasking and organization
- Dispute resolution
- Follow-up skills
- Product education
- Professional telephone demeanor
- Data collection
- Hospitality and accommodation
- Key holder experience
- Paperwork processing
- Tactful and diplomatic
- Report preparation
- Stress management
- Call management
- Customer service
- Reading comprehension
Timeline
Customer Service Representative
Spectrum
01.2020 - 01.2023
Table Games Dealer & Supervisor
Seneca Buffalo Creek Casino
01.2018 - 2022
Table Games Dealer and Supervisor
Feather Falls Casino
10.2003 - 02.2011
Graduate Certificate - Early Childhood Education/ Psychology
Lassen Community Collage