Amy Dillinger
Bretsky Promotions
South Roxana,Illinois
11
years of professional experience
- Organized leader with over 10 years of supervisory experience in service-oriented roles. Addresses and resolves escalated complaints and supports representatives with resolution techniques.
Work History
Sales/Customer Service
3 Years 6 Months- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Call Center Manager
4 Years 9 Months- Monitored staff performance to identify deficiencies and implement proactive improvement plans.
- Lead effective team meetings to gain feedback from representatives, share new directives, and educate workers on strategies for success.
- Prepared reports and analyzed call center data to continuously improve processes and properly allocate team resources.
- Offered representative front-line support with difficult calls or issues to maintain optimal service levels and continue developing staff abilities.
- Developed, implemented, and enforced call center KPIs and metrics.
- Hired, trained, and coached call center representatives to provide expert support to customers.
- Fielded escalated calls to defuse charged situations, build solutions, and recapture customer loyalty.
- Analyzed productivity reports to manage overall performance.
- Managed allocation of staff resources through close monitoring and projected future staff needs.
- Communicated policy updates to the department, answered questions and enforced compliance.
- Supervised hourly and temporary personnel, providing work direction and reviewing work processes.
- Developed employees to improve their knowledge bases, increase team value and improve leadership potential.
- Managed employee performance through disciplining, coaching, and counseling.
- Oversaw day-to-day operations and special projects in fast-paced call center setting.
- Supervised staff, including development of team leaders to improve team management.
- Interviewed, hired, and trained all employees and scheduled work hours.
- Improved the performance of individual team members by motivating and training each person.
- Addressed and resolved customer inquiries and complaints and engaged with customers to determine satisfaction levels with products offered.
- Evaluated performance of associates and mentored underperforming employees on ways to improve.
Migration Specialist
9 Months- Conferred with the network's users to identify IT issues and desired improvements.
- Maintained good working relationship with co-workers and management.
- Completed all assigned tasks prior to shift end.
- Addressed concerns quickly to avoid lasting issues.
- Assisted team members and managers with tasks to maintain productivity and meet project milestones.
- Followed established guidelines and procedures.
- Monitored processes and recommended methods for improvement.
Internet Technical Support Representative
7 Months- Scripted elements using internet-based tools, protocols, and scripting technology.
- Diagnosed and traded the causes of network problems by testing the system's software and equipment.
- Processed incoming support requests and documented the successful actions taken to resolve each.
- Set up the network's users, including configuring security settings and access permissions at the individual and group level.
Education
Criminal Justice
Skills
Assisted teams in achieving coaching goals through collaborative efforts.
Supported escalation processes to resolve issues effectively.
Tracked KPIs to monitor team performance.
Facilitated staff training sessions to enhance skills.
Prepared reports to communicate team progress and performance.
Aided in hiring and training new staff members.
Conducted performance reviews to provide constructive feedback.
Developed employee knowledge through targeted learning initiatives.
Administered policies to ensure compliance and operational efficiency.
Built successful teams through effective recruitment and team building activities.
Promoted staff development through ongoing training and mentorship.
Timeline
Sales/Customer Service
Bretsky Promotions
06.2021 - 12.2024Read More
Call Center Manager
Preferred Call Services
08.2016 - 05.2021Read More
Migration Specialist
Elsevier
02.2015 - 11.2015Read More
Internet Technical Support Representative
Charter Communications
01.2014 - 08.2014Read More
Culver Stockton College
Criminal Justice
Read More