Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Amanda Williams

Satsuma,USA

Summary

People-oriented and dependable professional with 15 years of experience in customer service. Able to build meaningful relationships with consumers while speaking with them over the phone. Willing to relocate to: Saraland, AL - Daphne, AL - Mobile, AL Authorized to work in the US for any employer

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Tower Loan
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
  • Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
  • Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
  • Built rapport with customers through active listening, empathy, and personalized interactions
  • Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
  • Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
  • Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
  • Identified opportunities for process improvement based on common customer inquiries or pain points
  • Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
  • Upsold additional products or services to customers based on their needs and preferences
  • Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
  • Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
  • Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
  • Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
  • Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure

Front Desk Agent

Mobile Marriott
09.2024 - Current
  • Greeted and checked in guests, ensuring a warm and welcoming experience upon arrival
  • Efficiently managed guest reservations, including check-ins, check-outs, and room assignments
  • Responded to guest inquiries and resolved issues promptly and professionally, maintaining high levels of customer satisfaction
  • Handled cash transactions for room charges, deposits, and incidentals with precision and attention to detail
  • Provided accurate information about hotel facilities, services, and local attractions to enhance the guest experience
  • Maintained a clean and organized front desk area at all times for efficient operations
  • Collaborated with housekeeping staff to ensure timely delivery of requested amenities or services to guest rooms
  • Managed incoming calls on a multi-line phone system, directing calls appropriately or taking messages as needed
  • Implemented effective upselling techniques to promote hotel amenities such as spa services or dining options
  • Assisted in coordinating group bookings or special events by communicating effectively with event planners or organizers
  • Trained new front desk agents on standard operating procedures and customer service best practices
  • Collaborated with other departments such as concierge or bell staff to ensure seamless service delivery throughout the hotel
  • Resolved billing discrepancies or disputes by working closely with the accounting department for prompt resolution
  • Utilized property management software to update guest profiles, record preferences, and track special requests for future visits

Catering and Service Manager

MMI Dining
02.2020 - Current
  • Taking orders, serving food, cleaning and resetting tables, replenishing supplies, making sure my staff has positive attitudes and thorough work ethics fir our customers!

Customer Service Representative

Tower Loan
03.2024 - 07.2024
  • Assisted customers by phone and in-person
  • Received and recorded payments in customer accounts
  • Marketed to current and former customers over the phone and in-person for additional business
  • Maintained and secured cash drawer and accounting activities (i.e. balancing and preparing deposits)
  • Performed office administrative activities including, but not limited to, checking branch mail, filing, ordering office supplies, etc.
  • Investigated credit and process loan applications
  • Performed all other duties and responsibilities as assigned
  • Responsible for picking up and dropping off daily deposit to bank

Customer Service Representative

Everise
04.2021 - 06.2022
  • Professionally handle a high volume of incoming calls
  • Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services
  • Ability to utilize and navigate multiple systems simultaneously
  • Be dependable and meet all attendance requirements
  • Resolve customer issues via one call resolution guidelines and/or escalated process
  • Meet or exceed company and client performance metrics
  • Maintain a balance between company policy and client benefit in decision making
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
  • Responsible for call disposition or compiling and documenting customer information as required
  • Ability to accept and embrace changes within the current business environment

Production Worker

Gryphon Technologies, LC
06.2008 - 07.2012
  • Provided U.S. Navy ships maintenance engineering services in support of identification and correction of material condition discrepancies in HM&E, Aviation Systems, C4I, Combat Systems.

Administrative Assistant

Domestic Industries
09.2007 - 06.2009
  • Performed general clerical duties to include but not limited to: photocopying, faxing, mail distribution and filing. Coordinated and maintained records for staff office space, phones, company credit cards and office keys.
  • Created and modified various documents using Microsoft Office.

Education

High school or equivalent - Culinary Arts

Tidewater Community College
Norfolk, VA
08.2008

Skills

  • CSR
  • Customer Care
  • Customer Support
  • Customer Service
  • Culinary Experience
  • Serving Experience
  • Event Planning
  • Analysis Skills (1 year)
  • English
  • POS
  • Catering
  • Host/Hostess
  • Cooking
  • Restaurant experience
  • Banquet experience
  • Cashiering
  • Clerical experience
  • Bussing
  • Knife skills
  • Food production
  • Restaurant management
  • Supervising experience
  • Stocking
  • Windows
  • Debits & credits
  • SharePoint
  • Customer service
  • Cash register
  • Cash handling
  • Sales
  • Front desk
  • Serving
  • QuickBooks
  • Negotiation
  • Continuous improvement
  • Microsoft Access
  • Account management
  • Leadership
  • Telecommunication
  • Analysis skills
  • CRM software
  • Typing
  • Guest services
  • Retail sales
  • Food handling
  • Hospitality
  • Outside sales
  • Team management
  • Management
  • Sales management
  • Hotel experience
  • Merchandising
  • Recruiting
  • Office management
  • Planograms
  • Childcare
  • Computer skills
  • Property management
  • Bookkeeping
  • Data entry
  • Editing
  • Communication skills
  • Proofreading
  • Event planning
  • Computer literacy
  • Microsoft Office
  • Organizational skills
  • Social media management
  • Word processing
  • Office experience
  • Store management
  • Microsoft Excel
  • Phone etiquette
  • Basic math
  • Retail math
  • Time management
  • Culinary experience
  • Food service
  • Warehouse experience
  • Cleaning
  • Fine dining experience
  • Wireless sales
  • Upselling
  • Inventory control
  • Microsoft Word
  • Outbound sales
  • Telemarketing
  • Inside sales
  • Driving
  • Pricing
  • Pizza experience
  • Custodial experience
  • Caregiving
  • Appointment scheduling
  • Dog handling
  • Animal handling
  • Customer support
  • Sanitation
  • Electronics sales
  • Outbound calling
  • Writing skills
  • ERP systems
  • Order fulfillment
  • Live chat
  • Customer retention
  • Call center
  • Data collection
  • Janitorial experience
  • Residential cleaning
  • Color theory
  • Commercial painting
  • Residential painting
  • Microsoft Powerpoint
  • Cold calling
  • Travel planning
  • Quick service & fast food restaurant
  • Google Docs
  • Computer operation
  • Conflict management
  • Heavy lifting

Certification

  • Food Handlers Certificate
  • Culinary Arts Certificate
  • Driver's License
  • ServSafe

Timeline

Front Desk Agent

Mobile Marriott
09.2024 - Current

Customer Service Representative

Tower Loan
03.2024 - 07.2024

Customer Service Representative

Everise
04.2021 - 06.2022

Catering and Service Manager

MMI Dining
02.2020 - Current

Production Worker

Gryphon Technologies, LC
06.2008 - 07.2012

Administrative Assistant

Domestic Industries
09.2007 - 06.2009

Customer Service Representative

Tower Loan

High school or equivalent - Culinary Arts

Tidewater Community College

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Amanda Williams