AMANDA THURSTON
Middletown,OH
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. 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
20
20
years of professional experience
Work History
Senior Customer Service Representative
Victoria's Secret
Kettering, OH
08.2016 - Current
- Greeted customers and listened closely to problems described to determine solutions.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Escalated issues to proper supervisors when standard processes were not effective.
- Responded to customer calls and emails to answer questions about products and services.
- Coordinated customer service responses for high-value customers with complex issues as leading representative of a risk analysis team.
- Documented and detailed calls and complaints using call center's CRM database.
- Addressed customer account discrepancies and concerns.
Licensed Nursing Assistant
Rowan Court
Barre, Vermont
01.2012 - 05.2014
- Serve as a key member of healthcare team for a busy long term care facility
- Assist MDs as well as RN team in ensuring optimal patient care and smooth daily functioning
- Key Results:
- Maintained accurate records of patient care, condition, progress and concerns, Observed and documented patient status and reported patient complaints to the case manager
- Monitored vital signs, such as blood pressure and pulse, read and recorded temperature, pulse and respiration responded appropriately to the physical, emotional and developmental needs of patients
- Preparation of patient's room as well as making them comfortable once they had entered and settled into their personal room
- Collected urine and fecal samples, assisted patients with bathing, oral hygiene, grooming, feeding and elimination allowing for their activities of daily life to be reached with independence and respect creating a sense of self
- Documents objective data and routine aspects of patient care, documented resident records on daily flow sheets reported any unusual circumstances in the patients' condition or environment
- Collects patient specimens and data, including vital signs, input/output and other delegated measurement provided patients and families with emotional support
- Exhibited compassionate care and communication with regard to issues of death and dying provided a comforting and soothing environment
- Sensitive to the needs of geriatric patients showing both care and companionship positioned residents for comfort and to prevent skin pressure problems
- Maintained sanitary residents' and program rooms assisted with transferring residents in and out of wheelchairs and adaptive equipment
- Followed safe lifting techniques and individual resident lifting instructions kept patients rooms stocked with necessary supplies, equipment and instruments
- Assisted with adequate nutrition and fluid intake Helped patients move in and out of beds, baths, wheelchairs and automobiles maintained a clean, healthy and safe environment.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
Customer Service Representative
Dollar General
Randolph, Vermont
01.2011 - 01.2012
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Kohl's
West Lebanon, New Hampshire
01.2008 - 01.2012
- Assisting customers to find the item they are looking for on the sales-floor
- Answering telephone calls in an efficient manner while providing professional customer assistance to the customer who has called in
- Adjusting the sales signs on the floor using technological experience and equipment befitting the station
- Directing customers to purchase and assessing their experience while in the store
- Providing friendly, courteous and helpful customer at all times
- While maintaining the stores motto and goal of service with a smile.
Customer Service Representative
Credit Collection Services
Porstmouth, NH
01.2003 - 01.2005
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices
- Maintained accurate records of customer accounts, payments and payment plans
- Responded to customer inquiries and provided detailed account information
- Listened to customers and negotiated solutions that met creditor and debtor needs
Education
Bachelor of Arts - Psychology, IT
01.2023
High School Diploma - undefined
1997
Skills
- Good Listening Skills
- Customer Support
- Issue Identification
- Written and Oral Communications
- Call Center Operations
- Call Controlling
- Providing Feedback
- Product and Service Knowledge
- Corporate Standards
- Calm and Professional Under Pressure
- Coaching and Mentoring
- Articulate Communication
- Customer Complaint Management
Timeline
Senior Customer Service Representative - Victoria's Secret
08.2016 - Current
Licensed Nursing Assistant - Rowan Court
01.2012 - 05.2014
Customer Service Representative - Dollar General
01.2011 - 01.2012
Customer Service Representative - Kohl's
01.2008 - 01.2012
Customer Service Representative - Credit Collection Services
01.2003 - 01.2005
Southern New Hampshire University - Bachelor of Arts, Psychology, IT
Chelsea High School - High School Diploma,