Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Amy Cunico

West Jordan,UT

Summary

Dynamic Customer Service Supervisor with a proven track record at Sundance Catalog, excelling in training and mentoring teams to enhance performance. Skilled in performance monitoring and problem-solving, I consistently delivered high-quality support, achieving significant improvements in customer satisfaction and team efficiency. Passionate about fostering strong customer relationships and driving results.

Overview

25
25
years of professional experience

Work History

Customer Service Supervisor

Sundance Catalog
West Valley City, Utah
06.2002 - 08.2025
  • Supervised customer service team, ensuring high-quality support and satisfaction.
  • Trained staff on excellent customer service delivery.
  • Monitored performance metrics including response times and resolution rates.
  • Created daily, weekly, and monthly reports on customer service activities.
  • Reviewed phone calls and online chats to improve service quality.
  • Delivered one-on-one coaching sessions to enhance team performance.
  • Conducted interviews and training to align staff with company objectives.
  • Collaborated with supervisors to achieve collective goals.

Customer Service Agent

Sundance
West Valley City, Utah
08.2000 - 06.2002
  • Assisted customers with inquiries and resolved issues effectively.
  • Provided product information and recommendations to enhance customer experience.
  • Processed orders accurately using company software and systems.
  • Answered incoming calls promptly and professionally within company standards.
  • Provided product information to customers in a timely manner.
  • Assisted customers with inquiries regarding products and services through phone, email, and chat.
  • Managed high-volume of inbound and outbound customer calls.
  • Attended training sessions regularly to stay current on new products or services.
  • Processed refunds, returns, exchanges, and order cancellations according to policy.
  • Tracked orders from placement to delivery using internal systems.
  • Maintained accurate records of customer interactions for future reference.
  • Resolved customer complaints quickly and efficiently.

Education

High School Diploma -

Kearns High
Kearns, Utah

Skills

  • Customer service
  • Training and mentoring
  • Workflow management
  • Problem solving
  • Verbal and written communication
  • Positive and constructive feedback
  • Performance evaluation
  • Empathy and patience
  • Customer relationship management
  • Performance monitoring
  • Staff training
  • Reporting and analysis

References

References available upon request.

Timeline

Customer Service Supervisor

Sundance Catalog
06.2002 - 08.2025

Customer Service Agent

Sundance
08.2000 - 06.2002

High School Diploma -

Kearns High

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