AMY PEREZ
Kansas City,US
Summary
Dedicated customer service professional with extensive knowledge of service delivery and a proven ability to multitask effectively. Utilizing customer service best practices to ensure exceptional service, this customer service representative brings top-notch skills in oral and written communication, active listening, and analytical problem-solving. Demonstrating strong leadership and problem-solving abilities, committed to streamlining operations to decrease costs and promote organizational efficiency. Independent decision-making skills and sound judgment positively impact company success.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Aetna Medicare
07.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Amazon Fulfillment Associate
Amazon
09.2021 - 06.2024
- Followed procedures at all times for my own and the team's safety
- Received and reviewed new orders, located requested merchandise, and began processing as soon as possible
- Gathered and organized merchandise into appropriate envelopes, boxes, or pallets for distribution
- Used handheld scanners to keep track of merchandise as it moved through the fulfillment process
- Used equipment like pallet jacks and hand trucks to move heavy boxes
- Counted merchandise and prepared and organized envelopes, packages, containers, and pallets
- Carefully packed products in appropriate-sized boxes to avoid shifting and damage during transportation
- Placed packed boxes on conveyor belts to be transported to shipping stations
- Labeled boxes, crates, and containers with accurate order information, destinations, and codes to reduce shipping errors.
SERVER
The Shack Breakfast & Lunch
11.2019 - 11.2021
- Replenished food and other supplies, including paper products and canned goods to keep the pantry well-stocked during busy periods
- Relayed orders to the bar and kitchen by accurately recording guest choices and entering them into the register
- Resolved issues in a professional and timely manner, resulting in higher customer satisfaction ratings
- Provided excellent service by creating a warm and welcoming environment
- Greeted regular customers and maintained relationships with them
- Created orders, documented special requirements, and discussed needs with kitchen personnel to provide customers with desired food and minimize complaints.
Office Manager
American Construction
03.2007 - 01.2019
- Kept track of office supplies by checking inventory and ordering new supplies as needed
- Processed incoming payments and prepared vendor invoices
- Handled client correspondence and tracked records to foster office efficiency
- Handled client correspondence and kept track of records to keep the office running smoothly
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members
- I'm forming connections with vendors and insurance companies.
Cashier/Hostess
Chick-fil-A
09.2015 - 01.2017
- Provided attentive service and assessed guest needs ahead of time
- Assisted cashiers with customer payments and order documentation
- Had an excellent attendance record and was always on time for work
- Greeted customers and helped them with any questions they had
- Kept track of the dining room's inventory and replenished it as needed
- Transported dirty utensils, dishes, and trays to the kitchen to help with efficient cleaning
- Kept enough condiments on hand and well-stocked drink stations to keep service flowing smoothly
- Kept a close eye on customers so that I could quickly spot guests who were leaving and clear tables for future customers
- Oversaw customer deliveries and assisted with order fulfillment to ensure customer satisfaction
- Placed advertising signs and displays on shelves, counters, and tables.
Education
Harrisonville Senior High School
Harrisonville, MOSkills
- HAZMAT training
- Pallet jack proficiency
- Fast learner
- Team development
- Correct labeling
- Reverse logistics
- Warehouse and fulfillment
- Computer-savvy
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Money handling abilities
- Complaint Handling
- Complaint resolution
- Payment Processing
- Customer satisfaction measurement
- Sales expertise
Timeline
Customer Service Representative
Aetna Medicare
07.2024 - Current
Amazon Fulfillment Associate
Amazon
09.2021 - 06.2024
SERVER
The Shack Breakfast & Lunch
11.2019 - 11.2021
Cashier/Hostess
Chick-fil-A
09.2015 - 01.2017
Office Manager
American Construction
03.2007 - 01.2019
Harrisonville Senior High School