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
Daphne, AL
- 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
Mobile, AL
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
Mobile, AL
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
Daphne, AL
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
Tahlequah, OK
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
Chesapeake, VA
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
Chesapeake, VA
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, VA08.2008
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