Amy Cochran
Lillington
Summary
Experienced professional with a strong background in marketing, customer relations, and client retention. With industry and professional experience, I have developed a diverse skill set that enables excellence in various roles. Known for exceptional communication and collaboration with individuals at all levels within an organization, comfortable working with people from diverse backgrounds. Track record of delivering high-quality results, committed to driving success and achieving organizational goals, while adapting to changing needs.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work History
Customer Relations Manager
Inflate - A- Party Event Rentals
Apex, NC
02.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Developed customer service manual to standardize procedures across all departments.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
High School Substitute Teacher
Grace Christian School
Sanford, NC
12.2020 - 02.2023
- Promoted open communication between parents, staff, and administrators, addressing concerns promptly to ensure student wellbeing.
- Increased overall student success rates through individualized attention and targeted feedback on assignments.
- Participated in professional development opportunities to continuously enhance teaching skills and stay current on educational trends.
- Supported the school''s extracurricular programs by assisting in coaching sports teams, advising clubs, and chaperoning events.
- Maintained accurate records of attendance, grades, and other required documentation for compliance with district policies.
- Collaborated with colleagues to develop interdisciplinary lesson plans that enriched the overall learning experience for students across subject areas.
- Assisted struggling students through one-on-one tutoring sessions tailored to their specific needs for improved academic performance.
- Developed strong rapport with students, fostering a positive and supportive classroom environment.
Shelter and Sexual Assault Support Service Coordinator
Friend to Friend
Carthage, NC
03.2020 - 11.2020
- Supervise and schedule all full-time and part-time shelter staff (13) and implement goals and objectives
- Conduct an annual review for all full-time and part-time shelter staff
- Document all shelter client activity in accordance with agency funding requirements
- Oversee shelter advocacy and case management
- Work with GAC Program Coordinator and shelter manager to compile quarterly statistical reports
- Oversee shelter facility and grounds maintenance and upkeep and ensure the shelter is safety compliant
- Oversee shelter client files are organized and complete
- Oversee preparation for annual shelter site visits
- Recruit, train, and support group facilitators and shelter staff and provides supervision to shelter program employees
- Discuss any concerns with clients confidentially and document accordingly
- Work as Intake/Shelter Advocate to cover short staffing, as needed
Owner/Manager
Hoot and Hollow Apothecary
Sanford, NC
10.2015 - 07.2020
- Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs
- Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations
- Monitored personal care market conditions to set accurate product pricing and take advantage of emerging trends
- Evaluated suppliers by assessing quality, timeliness, and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency
- Remained up to date on current trends and attended over 15 trade shows per year to view and purchase products for resale
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established foundational processes for business operations.
- Interacted well with customers to build connections and nurture relationships.
Substitute Teacher/One on One
Harnett County Schools
Lillington, NC
08.2011 - 10.2016
- Took over fourth-grade class for three months, managing all classroom assignments, student needs and record keeping
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Proctored quizzes, tests, and standardized examinations
- Provided support to special education students in inclusive classrooms, developing accommodations and modifications to meet their unique needs.
- Taught diverse subjects for grades K-5, successfully delivering seamless teaching in absence of regular teacher
- Administered and graded tests and quizzes and reported performance to primary teacher
- Kept students on-task with proactive behavior modification and positive reinforcement strategies
- Repeatedly requested as substitute teacher for 3-5 classrooms by teachers based on excellent past referrals and trusted performance
Lead Teacher
Creative Care and Development
Buies Creek, NC
08.2008 - 08.2011
- Chose optimum curriculum for each class and devised creative daily lesson plans to meet requirements and needs of different learners
- Planned and implemented different daily activities to enhance overall development and growth of every student.
- Served as a member of the school''s leadership team, participating in strategic planning efforts aimed at continuous improvement initiatives.
- Completed documentation on individual children and teachers for recordkeeping
- Maintained patience and level-headedness in diverse situations to continuously support student development and personal growth
- Conferred with parents about student progress to boost family involvement and enhance student support
- Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
Public Relations Assistant Intern
Wake Technical Community College
Raleigh, NC
02.2007 - 07.2008
- Drafted internal memoranda for company employees
- Built media kits in support of specific strategic initiatives
- Helped plan and execute private, company and client events
- Provided administrative support to senior team members
- Proofread and edited materials prepared by all staff to check and correct spelling, grammar and style
- Wrote and distributed press releases for company and clients
Education
Associate of Science - Accounting and Finance
Central Carolina Community College
Sanford, NC05.2021
Bachelor of Science - Biblical Studies and Human Development
Bethel Bible College And Seminary
Pittsboro, NC 01.2018 - 05.2020
Associate of Arts - General Education
Wake Technical Community College
Raleigh, NC07.2008
Skills
- Problem-solving
- Strong work ethic
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Decision-making
- Exceptional interpersonal communication
- Workload management
- Complaint resolution
- Exceptional telephone etiquette
- Inter-department collaboration
- Verbal and written communication
Additional Information
Phi Theta Kappa Alumni
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Relations Manager
Inflate - A- Party Event Rentals
02.2023 - Current
High School Substitute Teacher
Grace Christian School
12.2020 - 02.2023
Shelter and Sexual Assault Support Service Coordinator
Friend to Friend
03.2020 - 11.2020
Bachelor of Science - Biblical Studies and Human Development
Bethel Bible College And Seminary
01.2018 - 05.2020
Owner/Manager
Hoot and Hollow Apothecary
10.2015 - 07.2020
Substitute Teacher/One on One
Harnett County Schools
08.2011 - 10.2016
Lead Teacher
Creative Care and Development
08.2008 - 08.2011
Public Relations Assistant Intern
Wake Technical Community College
02.2007 - 07.2008
Associate of Arts - General Education
Wake Technical Community College
Associate of Science - Accounting and Finance
Central Carolina Community College
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