Amy Herl
Senior Customer Service Representative
Scottsdale,AZ
Summary
Customer-focused and results-driven professional with a strong commitment to delivering exceptional service. Seeking a challenging customer service role where communication skills, problem-solving abilities, and dedication to customer satisfaction can contribute to the success of the team and organization. Eager to leverage experience in providing timely and effective resolutions to enhance the overall customer experience and foster long-term relationships. Has a dedicated work area established that is separated from other living areas and provides information privacy. Has high-speed internet connection and is able to connect directly into internet – via hard wire.
Overview
22
22
years of professional experience
Work History
Senior Customer Service Representative
Modivcare
01.2020 - 05.2023
- Adhered to company policies and scripts to consistently exceed call-time and metrics quality standards
- Maintained 98% customer service satisfaction ratings through quality control
- Entered customer interaction details to track requests, document problems and record solutions offered
- Helped average of 97 customers daily by approaching conversations with positive attitude, focus on first call resolution and customer satisfaction
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
- Escalated issues to proper supervisors when standard processes were not effective.
Manager / Admin Assistant
Los Cabos Beverage
07.2005 - 07.2008
- Established team priorities, maintained schedules and monitored performance.
- Assisted in design and developing of new product ideas and images
- Defined clear targets and objectives and communicated to other team members.
- Educated customers on promotions to enhance sales
- Developed standard operating procedures for all employees.
Retail Store Manager
Water To Go + Nutrition
11.2003 - 07.2005
- Managed day to day operations of retail store
- Played pivotal role in ensuring successful adoption of water delivery systems for both residential and business clients
- Recruited and trained employees
- Coached and provided feedback to staff to improve performance and achieve company objectives.
Customer Service Manager
Grandma Hammands Specialty Foods
11.2001 - 10.2003
- Managed customer service staff by communicating expectations and monitoring and analyzing results
- Interacted with customers to quickly handle escalated queries and complaints
- Recruited and trained employees, fostering customer service mission and objectives
- Worked cross-functionally with sales staff to rectify customer service issues or address specific requests.
Education
No Degree -
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZSkills
- Outgoing, personable, professional
- Experience working with Medicare and Medicaid
- Efficient, productive, thorough
- Strong work ethic
- Surpasses productivity and quality metrics in high-volume settings
- Skillful in building long-lasting, loyal customer relationships
- Adapts to new skills quickly and efficiently
- Ability to effectively talk and type at same time while navigating multiple screens
Timeline
Senior Customer Service Representative
Modivcare
01.2020 - 05.2023
Manager / Admin Assistant
Los Cabos Beverage
07.2005 - 07.2008
Retail Store Manager
Water To Go + Nutrition
11.2003 - 07.2005
Customer Service Manager
Grandma Hammands Specialty Foods
11.2001 - 10.2003
No Degree -
Maricopa Community Colleges - Rio Salado Community College