Amorette Hepburn
Saginaw,MI
Summary
I love to learn and I learn fairly quickly. In any role I take on I always look at myself as a teacher and a student. A unique skill that I have is that even if I have done a job 1000 times over, I still treat it as if it just came across my desk for the first time. The reason I do that is so each situation is looked at with fresh eyes. If I look at it as if its the 1000th time I may miss something or misinform someone and that's not my goal.
Overview
20
20
years of professional experience
Work History
Supervisor
World Travel Holdings
11.2023 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Utilized CRM systems proficiently
- Assist 20 to 100 agents daily
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
Temp Team Lead
World Travel Holdings
11.2024 - 03.2025
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Lead a team of 29 agents
Small Business Owner
HSC Life Insurance
08.2022 - 03.2025
- Promoted business via social media to generate leads and maximize brand identity.
- Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
- Managed 50 to 100 emails a day
Travel Agent
World Travel Holdings
08.2022 - 08.2023
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Received 75 to 100 or more calls a day
Admnistrative Assistant
Feel It Tumbling
11.2019 - 10.2021
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Managed 12 different schools the company had contracts with
Education
GED -
Brunswick High School
Brunswick, GA06.2005
Some College (No Degree) - Psychology
Kaplan University
RemoteSkills
- Goal oriented
- Employee motivation
- Decision-making
- Complex Problem-solving
- Priority management
- Conflict resolution
- Attention to detail
- Multitasking Abilities
- Critical thinking
- Calm under pressure
- Excellent communication
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 29 staff members.
- Achieved deescalating through effectively helping with the issue of the client. I taught my agents to listen to the words, not the tone
- Promoted 5 times in less than 3 years at current job
Quote
"Anything less than the best is a felony"
Vanilla Ice
Languages
English
Native or Bilingual
Timeline
Temp Team Lead
World Travel Holdings
11.2024 - 03.2025
Supervisor
World Travel Holdings
11.2023 - Current
Small Business Owner
HSC Life Insurance
08.2022 - 03.2025
Travel Agent
World Travel Holdings
08.2022 - 08.2023
Admnistrative Assistant
Feel It Tumbling
11.2019 - 10.2021
GED -
Brunswick High School
Some College (No Degree) - Psychology
Kaplan University
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