Amy Roschke
Zephyrhills,FL
Summary
With over 25 years of experience, I am a personable and dedicated customer service representative. As a solid team player, I bring an upbeat and positive attitude to every interaction. My proven skills in establishing rapport with clients have consistently contributed to maintaining high levels of customer satisfaction. Motivated to continue delivering exceptional service and contribute to the overall success of the company.
Overview
18
18
years of professional experience
Work History
Contact Center Lead
Adecco/ EPIQ
06.2023 - 10.2024
- Supervised 15 agents in providing excellent customer service to callers requiring assistance for remediation and payment issues.
- Improved amount of agents passing quality evaluations from 68% to 92% through coaching and training.
- Trained agents on performance metrics and how they can use them to pass quality evaluations..
- Responded proactively and positively to rapid change.
- Initiated regular team meetings to discuss challenges and share best practices, fostering culture of continuous improvement.
- Created presentations for the lead monthly business review and used spreadsheets to manage tasks.
Delivery Driver
DoorDash
04.2021 - 07.2023
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
Customer Service and Support
Adecco/ EPIQ
06.2022 - 03.2023
- Contributed to team success by consistently providing excellent customer service and support.
- Kept accurate records of all interactions, including customer names, addresses, and phone numbers
- Reviewed documentation to ensure all the necessary information was entered and correct
- Performed searches to find contact information for claimants with 99% accuracy
- Promoted to QC for claims to ensure all address searches were done properly and according to the SOP
Customer Service Representative
Sykes Enterprises, Inc
06.2020 - 05.2021
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Optum - United Health Group
02.2019 - 02.2020
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
Delivery Driver/Shift Manager
Domino's Pizza
01.2007 - 03.2019
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
- Fostered positive working relationships with regular customers.
- Managed customer inquiries and complaints in polite and professional manner.
Education
Associate in Arts -
Pasco-Hernando State College
Dade City, FL06.2011
Medical Assisting -
Concorde Career College
Tampa, Florida06.1995
Skills
- Attention to detail
- Problem solving
- Strong written and verbal communication
- Microsoft Windows and Office
- Type 40 WPM
- Technologically savvy
- Multitasking
- Time Management
- Data Entry
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Contact Center Lead
Adecco/ EPIQ
06.2023 - 10.2024
Customer Service and Support
Adecco/ EPIQ
06.2022 - 03.2023
Delivery Driver
DoorDash
04.2021 - 07.2023
Customer Service Representative
Sykes Enterprises, Inc
06.2020 - 05.2021
Customer Service Representative
Optum - United Health Group
02.2019 - 02.2020
Delivery Driver/Shift Manager
Domino's Pizza
01.2007 - 03.2019
Medical Assisting -
Concorde Career College
Associate in Arts -
Pasco-Hernando State College
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