Amy Matthews
Auburn
Summary
Dynamic customer service professional with extensive experience at TD Bank, excelling in complaint resolution and technical troubleshooting. Proven ability to build rapport and adapt to diverse client needs, ensuring high satisfaction levels. Recognized for effectively resolving escalated issues and maintaining compliance with banking regulations.
Overview
11
11
years of professional experience
Work History
Customer Service Representative III- Tech Support
TD Bank NA
02.2020 - Current
- Responding to customer requests for products, services, and banking information.
- Exhibiting patience, understanding, and professionalism when dealing with clients.
- Maintaining up-to-date knowledge of product and service changes, as well as banking procedures and regulations.
- Worked with a group of selected well-performing agents assisting the department's management team with inquiries and escalations from fellow representatives (disbanded August 2025).
- Investigating and resolving customer inquiries and complaints quickly.
- Meeting customer call guidelines for service levels, handle time and productivity.
Shift Leader
Burger King (Carrols Corporation)
08.2014 - 02.2020
- Trained new employees and delegated daily tasks and responsibilities.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enforced company policies and regulations with employees.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Completed cash and credit card transactions accurately using POS software.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Monitored food inventory and supplies to prevent waste.
- Performed cash operations including register and safe counts, petty cash, and deposits.
- Keyholder responsibilities including opening/closing the store.
- Travel-willingness, often performing the aforementioned duties at several locations besides my own.
Education
Bachelor of Arts - Linguistics
University of Southern Maine
Portland, ME05-2027
Associate of Arts - General Studies
Central Maine Community College
Auburn, ME05-2025
High School Diploma -
Central Maine Christian Academy
Lewiston, ME05-2015
Skills
- Complaint resolution
- Building rapport
- Inbound and outbound calling
- Conflict resolution
- De-escalation techniques
- Adaptability and flexibility
- Banking operations support
- Computer proficiency
- Grammar
- Technical troubleshooting
- Critical thinking
- Problem-solving
Timeline
Customer Service Representative III- Tech Support
TD Bank NA
02.2020 - Current
Shift Leader
Burger King (Carrols Corporation)
08.2014 - 02.2020
Bachelor of Arts - Linguistics
University of Southern Maine
Associate of Arts - General Studies
Central Maine Community College
High School Diploma -
Central Maine Christian Academy