Amani Collins
Bristol,CT
Summary
Compassionate and detail-oriented customer service professional with 5+ years of experience supporting diverse populations in high-volume environments. Skilled in needs assessment, conflict resolution, and providing accurate information to help individuals navigate services and resources. Proven ability to manage calls, emails, and in-person inquiries while maintaining empathy, efficiency, and thorough documentation. Passionate about helping individuals access support and improve stability.
Overview
7
7
years of professional experience
Work History
Licensing Guide
The Next Street - Call Center
Waterbury, CT
11.2024 - Current
- Manage a high volume of incoming calls and emails, providing timely and accurate information to individuals navigating services and requirements
- Conduct needs assessments to determine appropriate next steps and guide individuals through processes
- Maintain and update detailed member records, ensuring accuracy and confidentiality of sensitive information
- Resolve customer concerns and escalate complex issues while maintaining professionalism and empathy
- Communicate policies, procedures, and service options clearly to support informed decision-making
- Process applications, renewals, and cancellations with strong attention to detail
- Contribute to customer satisfaction by balancing efficiency with personalized support
Membership Clerk
YMCA
Bristol, CT
08.2021 - 10.2024
- Delivered front-line customer support in a fast-paced environment, assisting members with questions, services, and issue resolution
- Handled in-person and phone inquiries, ensuring clear communication and positive client experiences
- Maintained accurate records of memberships, attendance, and payments
- Assisted individuals with program enrollment and onboarding, ensuring understanding of available services
- De-escalated concerns and resolved issues to maintain member satisfaction
- Collaborated with team members to ensure smooth daily operations
Team Lead Sales Associate
CVS Pharmacy
Rocky Hill, CT
01.2019 - 06.2022
- Supervised daily operations and supported team members in a high-volume retail environment
- Assisted customers with inquiries, resolving issues and ensuring positive service experiences
- Handled transactions, maintained accurate records, and monitored store performance
- Delegated tasks and ensured adherence to company policies and procedures
- Supported inventory management and store organization
Education
Associate's Degree - undefined
Skills
High-Volume Call Handling
Needs Assessment & Problem Solving
Customer Support (Phone, Email, In-Person)
Conflict Resolution & De-escalation
Data Entry & Case Documentation
Research & Information Accuracy
Task Prioritization & Multitasking
Cross-Functional Communication
Microsoft Office
Data Entry Systems
Customer Management Systems
Communication Tools
Timeline
Licensing Guide
The Next Street - Call Center
11.2024 - Current
Membership Clerk
YMCA
08.2021 - 10.2024
Team Lead Sales Associate
CVS Pharmacy
01.2019 - 06.2022