Amy Kassim
Amherst,NY
Summary
Service-oriented professional with almost 20 years of background in customer service and leadership. Core competencies include working well under pressure, clerical work and problem solving, as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Proficient in customer service best practices and related options. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
19
19
years of professional experience
Work History
Sr. Title Specialist
ACV Auctions
07.2022 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hires for the department.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed and maintained relationships with customers and dealers through account development.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Concierge Title Specialist
ACV Auctions
08.2021 - 07.2022
- Performed data entry and other administrative tasks to keep records and files organized and accurate.
- Organized and prepared title documents to transfer ownership of vehicles between dealerships.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues as a supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve title or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Met customer call guidelines for service levels, handle time and productivity.
Title Specialist
ACV Auctions
07.2020 - 08.2021
- Performed data entry and other administrative tasks to keep records and files organized and accurate.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with title cases or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Entered title and vehicle information into database.
- Communicated with customers to resolve common title issues.
- Audited and reviewed title documents for accuracy and compliance with state and federal regulations.
- Kept up-to-date with state and federal regulations to prevent errors and fraud.
- Prepared title documents to submit legal transfer work to DMV.
- Contacted all 50 states Motor Vehicle Department to determine accuracy of rules and regulations that were being enforced.
- Analyzed title documents to identify potential issues and resolve any discrepancies.
- Conducted comprehensive title searches to maintain accuracy and compliance state to state.
- Examined and verified 80+ problem titles weekly.
Title Administrator
ACV Auctions
01.2020 - 07.2020
- Analyzed title documents to identify potential issues and resolve any discrepancies.
- Utilized various online databases and public land records to verify ownership information.
- Researched ownership interests and liens on real estate properties.
- Conducted comprehensive title searches to maintain accuracy and compliance of real estate transactions.
- Examined and verified 750-850 titles weekly.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Flooring Specialist
Professional, Warrens Carpet One
08.2018 - 01.2020
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
- Create, maintain, and enter information into databases
- Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
- Schedule and confirm appointments for customers
- Provide services to customers, such as order placement or account information
- Contact regular and prospective customers to demonstrate products, explain product features, and solicit orders
- Recommend products to customers, based on customers' needs and interests
- Answer customers' questions about products, prices, availability, product uses, and credit terms
- Estimate or quote prices, credit or contract terms, warranties, and delivery dates
- Consult with clients after sales or contract signings to resolve problems and to provide ongoing support
- Provide customers with product samples and catalogs
- Prepare sales contracts and order forms
- Prepare drawings, estimates, and bids that meet specific customer needs
- Forward orders to manufacturers
- Arrange and direct delivery and installation of products and equipment
- Obtain credit information about prospective customers.
- Took measurements and studied floor sketches to calculate area to be floored and amount of materials needed.
- Performed preventive maintenance on already fitted tiles to guarantee longevity.
Multi Media Executive
Local Edge
03.2014 - 09.2014
- Learn to operate new office technologies as they are developed and implemented.
- Helped customers in determining design and layout of sold and spec ads.
- Made outbound calls to existing customers to upsell advertising packages.
- Created and presented media and advertising packages to prospective customers.
- Developed sales leads and uncovered new business opportunities through prospecting and cold calling.
- Developed strong relationships with advertisers and negotiated pricing following established procedures.
- Prepared and delivered sales presentations to businesses to sell new advertising programs.
- Maximized ROI of advertising campaigns through continual analysis of performance, response-rates and results.
- Used consultative sales techniques to pinpoint customers' advertising needs and close on short-term and long-term sales contracts.
- Utilized effective marketing techniques to increase brand recognition.
- Sold non-traditional advertising in niche publications, commercial publications, digital platforms, and direct mail formats.
Flooring Sales Specialist
ProSource
01.2011 - 09.2011
- Mail newsletters, promotional material, or other information
- Develop or maintain internal or external company Web sites
- Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend revisions
- Conduct searches to find needed information, using such sources as the Internet
- Provide services to customers, such as order placement or account information
- Make copies of correspondence or other printed material
- Schedule and confirm appointments for clients
- Complete forms in accordance with company procedures
- Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material
- Contact regular and prospective customers to demonstrate products, explain product features, and solicit orders
- Recommend products to customers, based on customers' needs and interests
- Answer customers' questions about products, prices, availability, product uses, and credit terms
- Estimate or quote prices, credit or contract terms, warranties, and delivery dates
- Consult with clients after sales or contract signings to resolve problems and to provide ongoing support
- Provide customers with product samples and catalogs
- Prepare drawings, estimates, and bids that meet specific customer needs
- Negotiate details of contracts and payments
- Forward orders to manufacturers
- Negotiate with retail merchants to improve product exposure, such as shelf positioning and advertising
- Obtain credit information about prospective customers.
Flooring Sales Associate
Big Bobs Flooring Outlet
06.2004 - 01.2011
- Resolve customer complaints regarding sales and service
- Determine price schedules and discount rates
- Monitor customer preferences to determine focus of sales efforts
- Contact regular and prospective customers to demonstrate products, explain product features, and solicit orders
- Recommend products to customers, based on customers' needs and interests
- Answer customers' questions about products, prices, availability, product uses, and credit terms
- Estimate or quote prices, credit or contract terms, warranties, and delivery dates
- Consult with clients after sales or contract signings to resolve problems and to provide ongoing support
- Provide customers with product samples and catalogs
- Prepare sales contracts and order forms
- Identify prospective customers by using business directories, following leads from existing clients, participating in organizations and clubs, and attending trade shows and conferences
- Prepare drawings, estimates, and bids that meet specific customer needs
- Negotiate details of contracts and payments
- Forward orders to manufacturers
- Plan, assemble, and stock product displays in retail stores, or make recommendations to retailers regarding product displays, promotional programs, and advertising
- Check stock levels and reorder merchandise as necessary
- Arrange and direct delivery and installation of products and equipment.
Education
High School Diploma - Business Administration
Lockport High School
Lockport, NYAdditional Information Law Clerk Certificate - undefined
Skills
- Clerical Customer and Personal Service
- Reading Comprehension Active Learning
- Administration and Management Time Management
- Troubleshooting
- Organizational Skills
- Time Management
- Coaching and Mentoring
- Productivity Performance
- Managing Employee Relations
- Managing Multiple Tasks
- Lead Generation
- Strategic Planning
- Business Analysis
Timeline
Sr. Title Specialist
ACV Auctions
07.2022 - Current
Concierge Title Specialist
ACV Auctions
08.2021 - 07.2022
Title Specialist
ACV Auctions
07.2020 - 08.2021
Title Administrator
ACV Auctions
01.2020 - 07.2020
Flooring Specialist
Professional, Warrens Carpet One
08.2018 - 01.2020
Multi Media Executive
Local Edge
03.2014 - 09.2014
Flooring Sales Specialist
ProSource
01.2011 - 09.2011
Flooring Sales Associate
Big Bobs Flooring Outlet
06.2004 - 01.2011
High School Diploma - Business Administration
Lockport High School