Amanda Trow
Houston,Texas
Overview
18
18
years of professional experience
Work History
SENIOR CUSTOMER SUPPORT SPECIALIST
The Vets
02.2024 - Current
- Compiled detailed reports on all customer interactions using CRM software tools such as Salesforce and Zendesk
- Demonstrated excellent communication and interpersonal skills when interacting with customers in person, over the phone, or via email
- Implemented strategies to ensure customer satisfaction by providing exceptional customer service throughout the entire booking process
- Maintained accurate records of all reservations and payments utilizing a computerized booking system
- Handled customer complaints and inquiries in a courteous and efficient manner
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
- Developed creative strategies for retaining customers and minimizing churn rate
- Analyzed customer feedback data to identify trends in customer satisfaction and dissatisfaction and improve service quality
- Met daily customer service quotas with a focus on quality
CALL CENTER AND RECRUITING MANAGER
ADROIT Advanced Technologies
02.2023 - 12.2023
- Oversaw and ran a 15 person call center for over 700 drivers across the United States
- Worked with School Districts to provide transportation to and from school for special need students and at risk youth
- Communicated effectively with team members throughout the dispatch process ensuring accuracy at every stage
- Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance
- Utilized problem solving techniques to quickly resolve escalated issues from customers
- Lead team of customer service representatives to ensure quality standards are met
- Demonstrated ability to develop and implement customer service policies and procedures
- Monitored daily operations of the customer service department including call volume metrics and quality assurance scores
- Collaborated with cross-functional teams on initiatives that drive positive customer experiences
- Analyzed customer feedback data to identify areas needing improvement in order to enhance the overall customer experience
- Developed and implemented training programs for new customer service personnel, resulting in increased efficiency and improved customer relations
- Successfully managed a team of 15 customer service representatives to ensure high quality customer satisfaction
- Established and monitored KPIs to optimize company performance
- Supported day-to-day operations of HR functions and duties
- Provided administrative support to Human Resources Department by preparing correspondence, maintaining personnel files, and entering data into HRIS system
- Maintained positive relationships with employees throughout their employment lifecycle, providing guidance on policies and procedures as needed
- Managed payroll process by ensuring accurate timekeeping records, calculating wages based on hours worked, processing paychecks accordingly
WORKFORCE AND RECRUITING MANAGER
Signpost Inc
12.2020 - 12.2022
- Tracked, analyzed and delivered to senior management accurate call volume, service level statistics, staffing plans and resource requirements to enable optimal operations in a 120 employee call center
- Organized, directed, controlled, and coordinated personnel, training and labor relations activities of organization
- Prepared personnel forecast to project employment needs
- Created and validated ongoing staffing models to ensure service level targets consistently met; maintained a 92% average answer rate and 81% service level over the last six months
- Created optimal agent schedules based on volume forecasts, training goals, vacation plans, etc
- Managed to 93% or better Schedule Adherence
- Effectively managed, coached and supported a virtual team of 120, while contributing to team member engagement
- Accurately forecasted and determined future staffing needs based on business plans and expected call volume
- Utilized human resources skills to source, hire and place employees
- Sourced, evaluated and reviewed potential candidates utilizing job boards and social networking
- Developed and grew client base by marketing staffing services for full-time placement solutions
- Oversaw evaluation, classification and rating of occupations and job positions
- Served as link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems
- Supported day-to-day operations of HR functions and duties
- Responded promptly to inquiries from both internal and external customers regarding HR policies and procedures
- Provided administrative support to Human Resources Department by preparing correspondence, maintaining personnel files, and entering data into HRIS system
- Managed payroll process by ensuring accurate timekeeping records, calculating wages based on hours worked, processing paychecks accordingly
- Developed and maintained job postings on internal and external websites to ensure positions are accurately represented
TRAINING AND DEVELOPMENT MANAGER OF A CALL CENTER
Signpost Inc
07.2007 - 12.2020
- Manage the day-to-day operations of the Training department
- Work with customer service managers to identify training trends and develop new programs
- Maintain learning management system and training documents
- Coordinates with call center personnel on performance and training needs of individuals, conducting training needs analyses and evaluations of training effectiveness as appropriate
- Monitor and audit trainers and training programs
- Diagnosed call center agents' performance challenges and create additional training to address the challenges
- Improved company-wide Quality Assurance scores from 51% to 86% within a span of seven months by regularly conducting coaching, calibration, and training sessions
- Conducted needs assessment to identify suitable training solutions
- Prepared and developed lesson strategies and curriculum in accordance with current training methodologies and theories
- Developed testing and evaluation procedures
- Trained instructors and supervisors in techniques and skills for training and dealing with employees
- Arranged on-the-job training for new hires
- Managed daily operations of a call center, including staff scheduling and customer service initiatives
- Identified areas of process improvement within the call center environment
SENIOR CUSTOMER SERVICE REPRESENTATIVE LEAD
Signpost Inc
07.2016 - 07.2017
- Addressed customers courteously using suitable methods and problem-solving skills
- Provided account information to customers and explained bill service policies and customer rights
- Updated and maintained database with accurate customer information and timely data entry
- Assisted with mentoring new employees during and after training
- Read from scripts to promote uniformity and consistency in communications
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
- Made appropriate account corrections to resolve customer problems
- Navigated multiple computer systems and applications and utilized search tools to find information
OPERATIONAL SPECIALIST AND REALTOR ASSISTANT
Prudential Northwest Properties
07.2008 - 09.2016
- Organization and Time Management
- Oversee all aspects of seller's transactions from initial contact to executed closings
- Obtain all necessary signatures and prepare documents for closings
- Provide proactive weekly feedback regarding all showings and marketing activities and sales
- Input all necessary information into client database and transaction management systems
- Answer incoming Calls
- Oversee Call Floor and Sales
Education
Administration -
University of Washington Business
Seattle, WASHINGTON05.2007
Skills
- Workforce Planning
- Onboarding
- Training and Development
- Performance Management Systems
- Forecasting Employment Needs
- Staff Management
- Customer Relationship Management
- Data analysis
- Call Center Experience
- Talent Acquisition Strategy
Timeline
SENIOR CUSTOMER SUPPORT SPECIALIST
The Vets
02.2024 - Current
CALL CENTER AND RECRUITING MANAGER
ADROIT Advanced Technologies
02.2023 - 12.2023
WORKFORCE AND RECRUITING MANAGER
Signpost Inc
12.2020 - 12.2022
SENIOR CUSTOMER SERVICE REPRESENTATIVE LEAD
Signpost Inc
07.2016 - 07.2017
OPERATIONAL SPECIALIST AND REALTOR ASSISTANT
Prudential Northwest Properties
07.2008 - 09.2016
TRAINING AND DEVELOPMENT MANAGER OF A CALL CENTER
Signpost Inc
07.2007 - 12.2020
Administration -
University of Washington Business
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