Summary
Overview
Work History
Education
Skills
Accomplishments
Reflective Problem Solver
Languages
Reflective Problem Solver, Reflective Decision Maker
Work Availability
Timeline
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Amy Hollinger

Amy Hollinger

Grantville,PA

Summary

Dynamic professional with a proven track record at AmericanMaid, adept at leading teams to exceed customer satisfaction goals through effective communication and service delivery optimization. Skilled in office administration and fostering team collaboration, I consistently drive innovation and efficiency, enhancing client relations and achieving significant service improvements.

Professional with strong background in service delivery and team leadership. Known for effectively guiding teams to meet and exceed targets while adapting to changing demands. Skilled in process optimization, conflict resolution, and fostering collaboration. Renowned for reliability and results-driven approach.

Service delivery professional with proven track record in leading teams to achieve high standards and operational excellence. Known for strong focus on team collaboration and delivering results in dynamic environments. Skilled in process optimization and conflict resolution, fostering reliable and adaptable work culture.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

18
18
years of professional experience

Work History

Team Leader - Service Delivery

AmericanMaid
08.2011 - 01.2014
    • Coordinated cross-functional teams to ensure seamless integration of services and optimal customer satisfaction.
    • Developed strong relationships with clients, ensuring their needs were met and maintaining open lines of communication.
    • Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
    • Participated actively in company-wide initiatives aimed at enhancing overall organizational effectiveness.
    • Led a team of professionals to deliver high-quality services within strict deadlines and budget constraints.
    • Established and maintained a culture of excellence within the team, setting high expectations for performance and accountability.
    • Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
    • Evaluated customer needs and feedback to drive product and service improvements.

Bartender

Thoroughbreds Bar and Grill
09.2008 - 08.2011
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
  • Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
  • Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Obtained cash bank and stocked service bar to prepare for operation.
  • Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.

Waitress

Hollywood Casino at Penn National Race Course
03.2006 - 06.2008
  • Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
  • Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
  • Maintained clean and welcoming dining environment, ensuring a positive guest experience.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Used cash registers and credit card machines to cash out customers.
  • Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Collaborated with team members to consistently provide efficient service during peak hours.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
  • Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
  • Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
  • Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Answered customers' questions, recommended items, and recorded order information.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Processed orders and sent to kitchen employees for preparation.
  • Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
  • Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
  • Checked guests' identification before serving alcoholic beverages.
  • Increased sales significantly by upselling higher-end products to customers.
  • Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
  • Supported needs of 6- person wait staff who attended to specific needs of countless customers daily for SkyBox restaurant with social relevancy and intentionality.

School Bus Driver

Rohrer Bus
08.2003 - 04.2006
    • Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
    • Demonstrated professionalism at all times while engaging with students, parents, colleagues, and administrators alike during daily duties.
    • Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior.
    • Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
    • Transported passengers safely along prescribed routes according to tight schedules.
    • Enhanced student safety by strictly adhering to bus routes and schedules, as well as enforcing established behavior guidelines.
    • Ensured proper bus equipment functionality through regular checks of lights, signals, mirrors, brakes, tires, and other essential components.
    • Complied with all relevant state and federal regulations regarding school transportation services, ensuring the safety and well-being of students at all times.
    • Obeyed federal, Pennsylvania and local traffic laws and regulations to enable safe transportation outcomes for participants.
    • Developed positive relationships with students, faculty and parents to support continuous rapport and communication.
    • Adapted quickly to unexpected situations such as road closures or detours while maintaining composure under pressure to ensure timely arrivals at destinations.
    • Reported vehicle maintenance and repair issues to appropriate personnel for timely resolution.
    • Maintained accurate records of student pick-ups and drop-offs, ensuring proper documentation for school administration purposes.
    • Collaborated with school administrators to address any behavioral issues arising during transportation effectively.
    • Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
    • Maintained Pennsylvania driver's license to enable legal operation of school buses for student transport, field trips, and other purposes.
    • Assisted in emergency preparedness drills, demonstrating appropriate evacuation procedures to students and staff members.
    • Upheld high standards of cleanliness for the school bus interior by performing regular cleaning tasks after each trip.
    • Coordinated closely with colleagues during field trips or special events to provide seamless transportation services for all participants involved.
    • Reduced vehicle maintenance costs by conducting daily pre-trip inspections and promptly reporting any necessary repairs or concerns.
    • Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
    • Collaborated with school officials to update and optimize bus routes, meeting evolving needs of school community.
    • Responded to emergencies with calm and decisive actions, safeguarding well-being of all passengers.
    • Ensured safety of all passengers by meticulously following traffic laws and school policies.
    • Utilized feedback from students and parents to make continuous improvements to transportation service.
    • Encouraged culture of respect and cooperation among students, leading to more harmonious travel experience.
    • Improved route efficiency by regularly reviewing and adjusting paths based on traffic patterns and school changes.
    • Built trust and rapport with students, encouraging respectful and kind interactions among passengers.

Office Sales Representative

State Farm Agent Dale Doban, Ray Rooney, Dave Pugh
11.1995 - 08.2003
  • Increased sales revenue by consistently meeting and exceeding monthly targets through effective client engagement and product demonstrations.
  • Provided comprehensive product training to customers, empowering them with knowledge for optimal usage and satisfaction levels.
  • Developed customized proposals tailored to client needs, effectively demonstrating the value proposition of offered solutions.
  • Organized successful trade shows and events to showcase products, increasing brand awareness and attracting new clientele.
  • Streamlined order processing procedures for improved accuracy and efficiency in the sales cycle.
  • Contributed to team sales goals by actively participating in weekly meetings, sharing best practices, and collaborating on joint opportunities when necessary.
  • Conducted market research to identify potential clients, leveraging industry insights for strategic prospecting efforts.
  • Maintained accurate records of sales activity within CRM software, ensuring up-to-date information for informed decision-making processes.
  • Analyzed competitor offerings and market trends to develop unique selling propositions that set company products/services apart from others.
  • Participated in regular training sessions to stay abreast of the latest trends and advancements in the industry, enhancing selling skills and product knowledge.
  • Implemented upselling strategies during interactions with existing clients, driving additional revenue growth opportunities.
  • Ensured consistent pipeline growth through diligent lead generation activities including cold calling, networking events and online inquiries.
  • Focused on customer retention through relationship building and excellent after-sales support, ensuring long-term success for both clients and the company.
  • Built strong customer relationships for increased loyalty and repeat business by providing excellent service, timely follow-ups, and addressing concerns efficiently.
  • Collaborated with the marketing team to develop targeted promotional campaigns for boosting product visibility and generating leads.
  • Enhanced customer satisfaction with prompt resolution of issues, fostering a positive brand image.
  • Communicated effectively with internal stakeholders such as finance and logistics teams to ensure timely delivery of products and services.
  • Processed orders via telephone, email, and online orders from official company website.
  • Utilized companies software to maintain detailed files of company personnel and client accounts.
  • Developed office policies by implementing standards and procedures to guide efficient, effective operation of office.
  • Used consultative sales approach to understand and meet customer needs.
  • Addressed each customers' needs and wants to recommend suitable product options.
  • Contacted customers and prospects to generate new business to achieve company growth goals.
  • Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Supported customers continuously from sales process to product set-up and use.
  • Resolved order issues efficiently and enhanced customer satisfaction ratings.
  • Worked to develop network by identifying and pursuing new leads, attending industry events, and building rapport with clients.
  • Researched potential clients and markets to prepare for appointments.
  • Branded products through effective salesmanship and maintained long-term relationships with clients.
  • Demonstrated products and specific features at customer locations and special events.
  • Used software to maintain company database with essential account and sales information.
  • Scheduled, updated and maintained product preparations and customer promotions.
  • Maintained customer promotional logs for product advertising campaigns.
  • Conferred with existing and potential customers to assess requirements and propose optimal solutions.
  • Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
  • Proactively managed client correspondence and recorded tracking and communications.
  • Networked at events and by phone to expand business profits and revenues.
  • Worked closely with commercial operational departments to schedule targeted promotional campaigns.
  • Enhanced product exposure to customers by negotiating display position and adhering to merchandising standards.
  • Created and implemented marketing strategies and proposed innovative ideas to attract new clients.
  • Targeted prospective clients by reviewing business directories, building database of leads and attending networking events.
  • Implemented inventory controls and standardized ordering procedures, decreasing expenditures.

Education

Bachelor of Science - Criminal Justice

Liberty University
Lynchburg, VA
05.2029

Bachelor of Science - Criminal Justice

University of Phoenix
Tempe, AZ
05-2029

High School Diploma -

Lower Dauphin High School
Hummelstown, PA
06-1995

Skills

  • Skilled Coaching Professional
  • Effective Multitasking
  • Visitor Engagement
  • Reliable Commitment
  • Dependable and reliable
  • Goal-oriented mindset
  • Customer service
  • Effective communication skills
  • Sales strategy development
  • Innovation skills
  • Safety-focused
  • Effective negotiation
  • Stakeholder management
  • Team player attitude
  • Customer satisfaction
  • Clear and effective communication
  • Behavior management
  • Cross-selling strategies
  • Service prioritization
  • Goal oriented
  • Service delivery optimization
  • Office administration
  • Customer service expertise
  • Task delegation
  • Teamwork and collaboration
  • Time management
  • Problem-solving abilities
  • Marketing
  • Hospitality service expertise
  • Service-oriented mindset
  • Upselling techniques
  • Organizational skills
  • Suggestive selling
  • Team collaboration
  • Listening skills
  • Planning and coordination
  • Team training and development
  • Customer-oriented
  • Customer relations

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 4 staff members.

Reflective Problem Solver

Earner demonstrates the ability to evaluate the effectiveness of work practices and determine activities that contribute to goal achievement. Reflect on how to overcome challenges, set short-and long-term goals, manage time effectively, and incorporate academic and professional communication strategies.

Languages

English
Full Professional

Reflective Problem Solver, Reflective Decision Maker

Reflect on how to overcome challenges, set short-and long-term goals, manage time effectively, and incorporate academic and professional communication strategies. Reflect on common academic scenarios and make decisions about the best way to communicate to resolve academic issues or challenges.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Team Leader - Service Delivery

AmericanMaid
08.2011 - 01.2014

Bartender

Thoroughbreds Bar and Grill
09.2008 - 08.2011

Waitress

Hollywood Casino at Penn National Race Course
03.2006 - 06.2008

School Bus Driver

Rohrer Bus
08.2003 - 04.2006

Office Sales Representative

State Farm Agent Dale Doban, Ray Rooney, Dave Pugh
11.1995 - 08.2003

Bachelor of Science - Criminal Justice

Liberty University

Bachelor of Science - Criminal Justice

University of Phoenix

High School Diploma -

Lower Dauphin High School

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Amy Hollinger