Amy Carsten
Hot Springs National Park,AR
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Knowledgeable and dedicated customer service professional with extensive experience in Multiple Industries, including, but not limited to, Technology, Insurance, Government Programs and Smart Online Classrooms. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Customer Engagement Specialist
Startek USA
Hot Springs National Park, AR
05.2018 - Current
- Prepared and gave business reviews to senior management team regarding progress and roadblocks to efficiency and accuracy of service.
- Handled high volume of engagements and fast pace of cloud computing market.
- Investigated and resolved customer inquiries and complaints quickly.
- Optimized customer support by establishing collaborative service environment.
- Facilitated inter-departmental communication to effectively provide customer support.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Score Regularly in the top 5% of Quality Satisfaction
Flex Coach
Alpine Access Sykes Virtual Call Center
Newport, Pennsylvania (PA)
08.2013 - 05.2018
- Conferred with assistant coaches to determine weaknesses in current team roster and develop recruitment plans.
- Motivated agents to become stronger and more effective through training habits and proper techniques.
- Evaluated individual knowledge, skills and strengths and assigned team positions to maximize talent areas.
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience and respect for others.
- Developed game plans and adjusted to meet various customer situations.
- Coached and Managed team of 30+ Agents, including Customer Quality, Agent Training and Time management
- Handled Escalated 'Voice of the Customer' Surveys to improve Agent Productivity and Customer Satisfaction
Licensed Insurance Agent
SYKES
Wilton, Maine
06.2006 - 11.2013
- Provided coverage option information to assist clients in protecting assets.
- Reported policy changes and company conditions affecting customer satisfaction.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Calculated quotes and educated potential clients on insurance options.
- Regularly managed more than 50 Policies per day
Education
High School Diploma -
Piscataquis Community Secondary School
Guilford, MEBachelor of Arts - Split Degree Theatre/English
University of Maine At Farmington
Farmington, ME05.2006
Skills
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- De-escalation Techniques
- Issue and Complaint Resolution
- Creative Problem Solving
- Multitasking and Prioritization
- Understanding Customer Needs
- Inter-Department Collaboration
Affiliations
UMF Alumni
Alumnus Member National Theatre Fraternity: Alpha Psi Omega
UMF Phi Chi Chapter
Additional Information
Served as officer in several college clubs and organizations.
Produced and Organized Theatrical productions and Role Playing Conventions
Languages
German
Limited Working
Timeline
Customer Engagement Specialist
Startek USA
05.2018 - Current
Flex Coach
Alpine Access Sykes Virtual Call Center
08.2013 - 05.2018
Licensed Insurance Agent
SYKES
06.2006 - 11.2013
High School Diploma -
Piscataquis Community Secondary School
Bachelor of Arts - Split Degree Theatre/English
University of Maine At Farmington