Amanda Toma
Kansas City,MO
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. 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
8
8
years of professional experience
Work History
Customer Care Manger Senior
UMB
Kansas City, MO
08.2023 - Current
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
Customer Care Manager
UMB
Kansas City, MO
06.2022 - 08.2023
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
Customer Care Agent
UMB
Kansas City, MO
11.2021 - 06.2022
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Managed high call volume while maintaining exceptional service quality for all customers.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
Lead Director/Administrative Assistant
Outreach Christian Early Education Centers
Riverside, MO
08.2018 - 11.2021
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Served as a trusted mentor and advisor to fellow educators, providing guidance on best practices in curriculum design, classroom management, and student engagement strategies.
- Guided strategic planning efforts for long-term visioning and goal-setting within the school community.
Assistant Director
Outreach Christian Early Education Centers
Riverside, MO
01.2016 - 08.2018
- Trained and mentored new employees on classroom practices and business operations.
- Streamlined communication between teachers, parents, and administrators to foster a collaborative learning environment.
- Led professional growth initiatives for staff members through personalized coaching sessions, peer observations, and ongoing feedback mechanisms.
- Built rapport with young clients and families using tailored emails and newsletters.
- Observed teachers and students in classrooms to gather data and improve instruction.
Education
High School Diploma -
Grain Valley High School
Grain Valley, MO05.2006
Skills
- Customer Relations
- Training and mentoring
- Team Management
- Delegation and Supervision
- Escalation management
- Research and due diligence
- Staff Mentoring
- Teamwork and Collaboration
- Computer Skills
- Team Leadership
- Scheduling and Coordinating
- Hiring and Training
- Training and Development
Timeline
Customer Care Manger Senior
UMB
08.2023 - Current
Customer Care Manager
UMB
06.2022 - 08.2023
Customer Care Agent
UMB
11.2021 - 06.2022
Lead Director/Administrative Assistant
Outreach Christian Early Education Centers
08.2018 - 11.2021
Assistant Director
Outreach Christian Early Education Centers
01.2016 - 08.2018
High School Diploma -
Grain Valley High School
Similar Profiles
Amanda TomaAmanda Toma
Call Center Supervisor at UMBCall Center Supervisor at UMB
Connor RochonConnor Rochon
Small Business Specialist at UMBSmall Business Specialist at UMB
Stephanie HollanderStephanie Hollander
Executive Vice President, Director of Corporate Communication at UMB FINANCIAL CORPORATIONExecutive Vice President, Director of Corporate Communication at UMB FINANCIAL CORPORATION