Amy Faulkner
Corpus Christi,TX
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Capital One
McLean, VA
10.2023 - Current
- Answer inbound calls and greet customers with positive energy and enthusiasm
- Respond to questions and concerns regarding billing for consumer and small business credit cards
- Thrive in a fast-paced, lively and dynamic work environment
- Take an active role in educating customers about our products and services
- Utilize Multiple Application Types including, but not limited to, Microsoft based applications, Zoom, Slack, Amazon Connect, Worday, Calabrio, Sharepoint, and various internal systems to complete tasks both independently and as a team
- Work from home with minimal supervision, autonomously
Customer Service Representative
First Advantage
Atlanta, GA
07.2022 - 08.2023
- Receive, evaluate, and answer inquiries from client companies and applicants regarding background screenings
- Receive, evaluate, and answer inquiries from client companies and applicants regarding drug and alcohol testing scheduling, processing, and results
- Ensure proper handling of client and applicant data to ensure security of private/personal data, up to and including social security numbers and medical records
- Utilize Multiple Application Types including, but not limited, to Microsoft based applications, Teams, Zoom, Salesforce, Amazon Connect, Workday, and various internal systems to complete tasks both independently and as a team
- Work from home with minimal supervision, autonomously
Customer Service Representative
ModSquad
Kenner, LA
03.2022 - 07.2022
- Answer incoming customer telephone calls regarding loans serviced by Scratch Services, LLC
- Contact borrowers for collections activities regarding loans serviced by Scratch Services, LLC
- Respond to questions and concerns regarding loans and accommodations as needed
- Consult with customers to evaluate needs and determine best options for these loans
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
Relocation and Care of Elder Parent
Bettendorf, IA, TX
06.2021 - 03.2022
Customer Service Representative
MidAmerican Energy Company
Davenport, IA
01.2021 - 06.2021
- Respond to complicated requests, issues and concerns of current and potential customer via incoming call contact
- Subject matter expert providing guidance and knowledge on contracts, electric and gas usage data, pricing, and billing for residential service
- Record and respond to contacts regarding emergency situations up to and including natural gas leaks, ensuring to dispatch the proper emergency service personnel in a timely fashion to ensure the safety of life and property
- Record and respond to contacts regarding emergency electrical situations, such as downed power lines, electrical fires, and outages, ensuring to dispatch the proper emergency service personnel in a timely fashion to ensure the safety of life and property
- Utilize multiple systems, multi-tasking both call and data recording functions
Customer Service Representative
ATT Mobility
Davenport, IA
10.2014 - 01.2021
- Answer incoming calls regarding new and existing accounts
- Complete requested account updates
- Respond to questions and concerns regarding services
- Consult with customers to evaluate needs and determine best options
- Upgrade services and offer additional service packages or options
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
Workforce Administrative Assistant
ATT Mobility
Davenport, IA
12.2007 - 10.2014
- Maintain workflow by studying methods and developing reporting procedures
- Create and revise scheduling of staff and training to ensure successful customer care
- Continual updating of recordkeeping systems, forms control, office layout, and personnel requirements; implementing changes
- Maintain staffing productivity and real time adherence
- Develop administrative staff by providing information and educational opportunities
- Resolve administrative issues by coordinating preparation of reports, analyzing data, and identifying solutions
- Creating and maintaining reports regarding sales, service, and productivity of staff locally and nationally
- Provide information by answering questions and requests
- Complete operational requirements by scheduling and assigning administrative projects; expediting work results
- Complete tasks utilizing services and software including, but not limited to Microsoft Office; Word, Excel, Access, Outlook, and PowerPoint, SharePoint, IEX Total view, Avaya, CMS, Nexus, and Informiam
- Maintain professional and technical knowledge by attending continual training and establishing personal networks
- Contribute to team effort by accomplishing related results as needed
- Creation and updating of the Workforce Staffing SharePoint for ATT Mobility
Full-Time Parent
Davenport, IA
06.2007 - 12.2007
- Took time away to care for young children and manage household due to an unexpected medical issue of minor child
Administrative Assistant
W. G. Block
Bettendorf, IA
06.2005 - 06.2007
- Maintain/sort Bills of Lading for Redi-Mix operations
- Create and revise scheduling of staff safety meeting records
- Data processing; Numeric and Alpha-Numeric
- Assistance with orders as needed
- General office cleaning assistance
File Clerk/Warehouse Assistant
Nott Company
Davenport, IA
04.2005 - 06.2007
- Filing Numeric and Alpha-Numeric orders records/ Bills of Lading
- Data processing; Numeric and Alpha-Numeric
- Sorting, packing, and labelling of parts in warehouse environment
- Assembly of John Deere compression systems
Education
Diploma -
Bettendorf High School
Bettendorf, Iowa06.1994
Skills
- Customer service/Call Center Experience
- Data collection
- Conflict/Problem resolution
- Call center operations
- Scheduling
- Administrative support
- Microsoft Office Suite
- Data entry
- Staff training
- De-escalation techniques
- Building rapport
- Technical support
- Live chat support
- Product and service solutions
- Multi-line phone talent
- Assertiveness
- Order fulfillment
- Research
- Account management
- Staff education and training
- Report preparation
Timeline
Customer Service Representative
Capital One
10.2023 - Current
Customer Service Representative
First Advantage
07.2022 - 08.2023
Customer Service Representative
ModSquad
03.2022 - 07.2022
Relocation and Care of Elder Parent
06.2021 - 03.2022
Customer Service Representative
MidAmerican Energy Company
01.2021 - 06.2021
Customer Service Representative
ATT Mobility
10.2014 - 01.2021
Workforce Administrative Assistant
ATT Mobility
12.2007 - 10.2014
Full-Time Parent
06.2007 - 12.2007
Administrative Assistant
W. G. Block
06.2005 - 06.2007
File Clerk/Warehouse Assistant
Nott Company
04.2005 - 06.2007
Diploma -
Bettendorf High School