AMANDA TERMINE
Summary
Seeking new challenges in our customer service department.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
Contact Center Manager
Saia LTL Freight
05.2016 - Current
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Streamlined workflow processes to maximize efficiency within the contact center operations.
- Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
- Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
Customer Service Supervisor
Saia Inc
02.2006 - 05.2016
- In February of 2006 I was promoted to Customer Service Supervisor where I have had the opportunity to train our new employees along with monitoring and strengthening our current customer service representatives.
- Coached employees through day-to-day work and complex problems.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Customized Representative
Saia Inc
09.2002 - 02.2006
- In September of 2002 I was promoted to one of our customized positions. During that time I was point-of-contact for Starbucks Coffee, one of the company's largest accounts. I was also the point of contact for Vertis Logistics, Premier Logistics and Quebecor Worldwide.
Customer Service Representative
Saia Inc
10.2000 - 09.2002
- In October of 2000 I was hired by Action Express to assist in office work. During my time with that company I was able to expand my duties to include taking inbound customer service calls. After the integration with Saia I continued with this responsibility.
Education
Associate of Arts - English
College of Western Idaho
Nampa, ID05-2018
Skills
- Coaching and mentoring
- Quality assurance
- Training coordination
- Teamwork and collaboration
- Workforce management
- Attention to detail
- Staff motivation
Timeline
Contact Center Manager
Saia LTL Freight
05.2016 - Current
Customer Service Supervisor
Saia Inc
02.2006 - 05.2016
Customized Representative
Saia Inc
09.2002 - 02.2006
Customer Service Representative
Saia Inc
10.2000 - 09.2002
Associate of Arts - English
College of Western Idaho
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