Amy Ratliff/McLeod
West Columbia,SC
Summary
Customer service professional with track record of resolving technical issues efficiently and maintaining high customer satisfaction. Known for collaborating effectively with team members and adapting to changing needs. Expertise in troubleshooting, technical support, and building positive customer relationships, ensuring reliable and consistent performance.
Overview
9
9
years of professional experience
Work History
Customer Service Technician
D.R. Horton
01.2022 - 11.2024
- Managed cases of new homes in communities assigned for any repairs or items homeowner had that were covered under warranty.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided them with information for additional warranties of main components in their home
- Stepped in and assisted with other communities outside of my assigned areas when needed to help with case load when team member was out or just needed help.
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify root cause of problems quickly and efficiently find solutions.
- Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
- Closed cases on average of 20 to 30 a month with an average aged time of 5 to 7 days.
- Successfully had 9- 5-star surveys submitted for my homes this past month of October.
Seasonal Employee
Hobby Lobby
11.2021 - 01.2022
- Worked in the Custom Frame Shop
- Called 15 to 20 customers a day when custom orders were ready for pickup.
- Enhanced customer satisfaction by providing efficient and friendly service during peak holiday seasons.
- Provided exceptional customer service, addressing inquiries and resolving issues in a timely manner.
- Contributed to a positive work environment by maintaining a professional demeanor and upbeat attitude throughout the busy holiday season.
Customer Care Representative
Lennar Corporation
07.2019 - 09.2021
- Managed completion of quality home repairs within standards set by company and industry specifications
- Responded to homeowner service calls as assigned by the Customer Care Regional Call Center, Customer Care Coordinator and/or Customer Care Area Manager
- Contacted homeowner within 24 hours and inspect calls within 72 hours after receiving service request
- Evaluated homeowner request to determine whether repair is warrantable or the responsibility of homeowner
- Monitored business partners work for completion and satisfaction of repairs
- Open and closed Web Requests, Service Requests and Work orders, as needed
- Completed minor home repairs; obtains customer's approval/signature for completed service requests
- Monitored status reports for accuracy
- Expedited emergency repairs
- Assisted in maintaining community standards
- Performed Demonstrations, Celebrations and 30 day post close homeowner walks
- Participated in rotation of After Hour On Call
Driver
Lyft
12.2017 - 09.2021
- Pick up passengers at different locations in timely manner and dropped them off at that chosen destination
- Driver for Lyft off and on since December of 2017
- Achieved safe driving records by consistently following traffic rules and regulations.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
Location Manager
The Hertz Corporation
05.2018 - 12.2018
- Had responsibility for one or more distinct areas of operation at airport location.
- Oversaw all of the personnel and operational functions of an airport location.
- Was responsible for managing a workforce, delivering quality customer service, scheduling adequate staff coverage, handling customer issues and requests, reviewing competitive situations and training new personnel
- Responsible for the rental fleet of over 200 vehicles at the Charleston International Airport location and the staff that maintained it
- Had to be aware of daily and hourly reservation counts, car and model availability, preventive maintenance schedules.
- Moved between these key areas of responsibility, learning the functions of each, and in that way gain a working, on-site knowledge of the business and filled in as needed when there was a shortage of staff
- Resolved logistical challenges, adapting plans to accommodate unexpected changes in weather or availability.
Department Manager
Hobby Lobby
02.2016 - 05.2018
- Assisted with unloading of truck and placement of boxes to each department for stocking of departments
- Department manager for Front end, Cards and Party and last position was Custom Frame Shop manager
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
Associate's degree - Business Management
Trident Technical College
North Charleston, SC05.2012
Skills
- Project Management
- Strategic Planning
- Troubleshooting and diagnosis
- Problem-solving skills
- Multitasking Abilities
- Reliability
- Teamwork skills
Assessments
Proficient, 12/01/21, Proficient, 12/01/21
Personal Information
- Relocation: Charleston and Summerville area
- Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Technician
D.R. Horton
01.2022 - 11.2024
Seasonal Employee
Hobby Lobby
11.2021 - 01.2022
Customer Care Representative
Lennar Corporation
07.2019 - 09.2021
Location Manager
The Hertz Corporation
05.2018 - 12.2018
Driver
Lyft
12.2017 - 09.2021
Department Manager
Hobby Lobby
02.2016 - 05.2018
Associate's degree - Business Management
Trident Technical College
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