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Amy Mantle
Customer Service Representative
Lincoln,NE
Work Preference
Summary
Dedicated professional with 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
12
12
years of professional experience
Work History
Mental Health Security Specialist II
Lincoln Regional Center
Lincoln, NE
03.2023 - 09.2025
- Documented client progress in confidential files.
- Provided clients with recommendations to community resources.
- Evaluated patients based on mental and physical parameters discovered through interviews and standardized assessments.
- Delivered individualized counseling services to clients working through issues such as mental illness and substance abuse.
Assistant Store Manager
Famous Footwear, Caleres
Gretna, Nebraska
07.2021 - 07.2022
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures
- Rotated merchandise and displays to feature new products and promotions
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Processed payments for credit and debit cards and returned proper change for cash transactions
- Reconciled daily sales transactions to balance and log day-to-day revenue
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning
- Walked through store areas every shift to identify and proactively resolve issues negatively impacting operations.
Senior Travel Coordinator
Cornerstone Travel Group Inc
Lincoln, Nebraska
09.2018 - 02.2021
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed
- Arranged travel accommodations for groups, couples, executives and special needs clients
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness
- Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness
- Helped senior managers make effective decisions based on current and accurate reporting
- Monitored market trends and activities to maintain competitive rates and strategies, increasing net revenue
- Resolved financial inconsistencies through collection of outstanding fees, management of refunds and delivery of travel documentation
- Discussed security issues and protocols with individuals traveling to highly insecure countries or areas
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates, increasing repeat business
- Displayed travel brochures and other promotional materials strategically to foster brand awareness, focusing on international destinations.
Sr Customer Service Representative
Black Hills Energy Lincoln
Pueblo, Nebraska
11.2013 - 05.2016
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Processed, scheduled and executed customer orders for new and established customers
- Researched and rapidly resolved client conflicts to maintain key accounts
- Engaged clients in person and over phone to answer questions and address complaints
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings
- Informed customers of product, price and policy changes to educate on issues and resolve concerns
- Reduced average call time with optimal call control and proper use of internal knowledge bases
- Coached new team members on service techniques and provided scoring through quality assurance program.
Education
Diploma - Travel And Tourism
Lincoln School of Commerce Lincoln
12.1997
No Degree - Business Management
Doane University
LincolnSkills
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures
- Rotated merchandise and displays to feature new products and promotions
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Processed payments for credit and debit cards and returned proper change for cash transactions
- Reconciled daily sales transactions to balance and log day-to-day revenue
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning
- Walked through store areas every shift to identify and proactively resolve issues negatively impacting operations
Timeline
Mental Health Security Specialist II
Lincoln Regional Center
03.2023 - 09.2025
Assistant Store Manager
Famous Footwear, Caleres
07.2021 - 07.2022
Senior Travel Coordinator
Cornerstone Travel Group Inc
09.2018 - 02.2021
Sr Customer Service Representative
Black Hills Energy Lincoln
11.2013 - 05.2016
Diploma - Travel And Tourism
Lincoln School of Commerce Lincoln
No Degree - Business Management
Doane University