Hi, I’m
Amy Mayne
Overview
22
years of professional experience
Work History
KOH Builders
Secretary
01.2018 - Current
Job overview
- Maintaing customer satisfaction while answering calls and taking messages
- Maintaining schedules and arranging appointments for executives
- Diligence while typing, preparing, and collating reports
- Filing & organizing paperwork
- Organizing and servicing meetings
- Managing databases
ADT Security
Senior Specialist
01.2014 - 01.2018
Job overview
- Excelled in delivering superior customer service during critical events such as hurricanes and security breaches, keeping calm and effective communication under pressure
- Mastered remote programming and testing of emergency medical pendants, enhancing the safety and well-being of customers by ensuring rapid response capabilities
- Demonstrated meticulous diligence in processing payments, entering parts, and managing job contracts, achieving a 98% accuracy rate in data handling to ensure seamless operations
ADT Security
Manager | Control Board Operator
01.2011 - 01.2014
Job overview
- Led a team of 20-25 direct reports, enhancing team performance and operational efficiency by creating monthly performance reports and annual reviews, directly contributing to a 10% increase in employee satisfaction and productivity
- Spearheaded the development and implementation of incentive games based on performance, which boosted team morale and performance metrics by 100%, fostering a competitive yet collaborative work environment
- Orchestrated weekly managerial meetings to discuss policy changes and best practices, resulting in a 12% improvement in process compliance and operational efficiency across the department
- Enhanced operational response times by 25% by reporting delays/outages from thirdparty vendors for critical issues, ensuring rapid resolution and minimal customer impact
- Improved real-time customer service efficiency by 45% through diligent monitoring and posting of third-party vendor responses, facilitating swift updates and problem resolution
- Reduced unauthorized off-phone time by 10% by proactively contacting employees with incorrect phone states, improving workforce productivity and service availability
ADT Security
Team Lead | Mentor
01.2010 - 01.2011
Job overview
- Elevated service quality by 25%, as measured by enhanced data accuracy, through targeted feedback and the creation of comprehensive training materials that addressed performance gaps
- Boosted operational efficiency by 10%, as measured by the development of employee schedules and metrics tracking spreadsheets, ensuring seamless team coordination and performance monitoring
- Increased customer satisfaction by 15%, as measured by conducting side-by-side coaching sessions and managing escalated situations through chat and call interventions, displaying exceptional problem-solving and people skills
- Streamlined company-wide intranet processes and implemented best practices, enhancing operational efficiency by 20% through comprehensive reviews and updates
- Fostered cross-departmental collaboration to enact procedural changes, leading to a 10% improvement in process execution and compliance
- Enhanced data accuracy by 25% through diligent monitoring of recorded calls and implementing targeted training sessions to address performance gaps in agents
ADT Security
ATS Representative Technical Projects I & II
01.2008 - 01.2010
Job overview
- Mastered remote programming and testing of emergency medical pendants, enhancing the safety and well-being of customers by ensuring rapid response capabilities
- Demonstrated meticulous diligence in processing payments, entering parts, and managing job contracts, achieving a 98% accuracy rate in data handling to ensure seamless operations
Dish Network
Customer Care Representative
01.2003 - 01.2008
Job overview
- Enhanced data accuracy by 25% through diligent monitoring of recorded calls and implementing targeted training sessions to address performance gaps in agents
- Resolved complex billing scenarios and clarified charges/credits, enhancing customer understanding and satisfaction by 10% through detailed explanations and initiative-taking problem-solving
- Analyzed and resolved a broad spectrum of technical, programming, and billing issues, improving resolution efficiency, and using extensive product knowledge and technical support skills
- Spearheaded the accuracy of data entry and kept meticulous records of customer interactions, contributing to a 7% reduction in data errors and fostering positive customer relationships through diligent follow-up and personalized service
Timeline
Secretary
KOH Builders
01.2018 - Current
Senior Specialist
ADT Security
01.2014 - 01.2018
Manager | Control Board Operator
ADT Security
01.2011 - 01.2014
Team Lead | Mentor
ADT Security
01.2010 - 01.2011
ATS Representative Technical Projects I & II
ADT Security
01.2008 - 01.2010
Customer Care Representative
Dish Network
01.2003 - 01.2008