Amanda Young
Richmond Hill
Summary
Experienced with leading customer service teams to achieve high satisfaction levels and operational efficiency. Utilizes problem-solving and conflict resolution skills to address customer concerns effectively. Track record of fostering team collaboration and maintaining positive work environment.
Professional in customer service management with proven track record of driving customer satisfaction and operational efficiency. Known for strong leadership, effective problem-solving, and excellent communication skills. Adept at fostering team collaboration and adapting to evolving challenges to achieve consistent results. Skilled in conflict resolution, process optimization, and delivering high-quality customer experiences.
Overview
12
12
years of professional experience
Work History
Customer Service Lead
CCI
04.2022 - 05.2025
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Established strong relationships with clients, leading to repeat business and positive feedback.
Dispatcher/Customer Service Manager
U.S. Services
03.2016 - 01.2020
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 44 fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
Dispatcher/Customer Service
C&K Trucking
10.2015 - 11.2016
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
Dispatcher/Operations
US Services
04.2013 - 10.2015
- Generated reports to track deliveries and maintain proper records and documentation.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
- Scheduled and organized delivery routes.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Assisted in resolving customer complaints and grievances.
Education
2 Years Undergraduate Coursework -
Andrew College
Cuthbert, GA01.1989
High School Diploma - undefined
Memorial Day School
Savannah, GA01.1987
Skills
- Email etiquette
- Business writing
- Customer complaint resolution
- Administrative duties
- Status updates
- Customer service excellence
- Inquiry requests
- Critical thinking
- Problem resolution
- Scheduling
Timeline
Customer Service Lead
CCI
04.2022 - 05.2025
Dispatcher/Customer Service Manager
U.S. Services
03.2016 - 01.2020
Dispatcher/Customer Service
C&K Trucking
10.2015 - 11.2016
Dispatcher/Operations
US Services
04.2013 - 10.2015
High School Diploma - undefined
Memorial Day School
2 Years Undergraduate Coursework -
Andrew College
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