Amy Rupert
Champaign,IL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
16
16
years of professional experience
1
1
Certification
Work History
House Manager
Stay At Home Mom
Champaign, IL
11.2009 - Current
- Formulated and balanced a budget-saving, paying bills, and identified cost-saving opportunities, and saved 40% on the grocery bill, for a household of 2 adults, and 3 children.
- Ran a social media group to help people save money on their bills by utilizing coupons and saving at least 30% on their grocery bills.
- Teaching basic motor skills, reading, writing, English language, social skills, etc.
- Keeping a schedule for 3 children for everything including meals, tv, reading, outside time, chores, and self-care.
- Dealt with technical issues: wifi/internet, PC, and gaming issues by researching and troubleshooting. Resolving the issues 90% of the time on my own.
Customer Service Representative
Crate and Barrel
Champaign, IL
07.2022 - 01.2024
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong customer relationships to encourage repeat business.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated Citrix system with order specifics and customer details, preferences and billing information.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided support during the training period for new employees.
- Answered customer inquiries and provided accurate information regarding products and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered inbound calls, chats and emails to facilitate customer service.
Independent Contractor
Amazon Mechanical Turk
Champaign, IL
06.2016 - 08.2023
- Process customer documents by reviewing data deficiencies and resolving issues by returning incomplete documents to the client.
- Perform a wide variety of cloud-based tasks including data entry, transcription, categorization, voice recordings for AI, and other critical thinking tasks.
- Participated in academic research studies
- 22,000+ HITs (Human Intelligence Task) approved with 99% approval rate
Independent Contractor
Amazon Flex
Champaign, IL
10.2021 - 01.2022
- Reviewed orders before delivery and confirm the completeness and proper invoicing to optimize customer service.
- Loaded and unloaded vehicles, delivered packages to the customer's doors.
- Handled bagged products with care and delivered to customers in pristine condition.
- Followed prescribed routes and time schedules to attain on-time delivery.
- Obeyed traffic laws and followed established traffic and transportation procedures.
- Carefully checked inventory loads against shipping papers to verify the accuracy of each other.
Self Employed
Joyeful Creations Photography
Champaign, IL
05.2016 - 03.2020
- Selected and arranged backgrounds, props, lighting, and locations for taking portrait photos.
- Posed and photographed children, teens, and adults, individually and in groups.
- Ability to edit captured images efficiently using Adobe Photoshop and Lightroom speeding processing time up by 50%.
- Maintained high levels of client satisfaction by explaining processes and fees in detail and following through on all promises.
- Photo published in the 2016 Farm Credit Bureau calendar with 100+ votes.
- Managed a social media page with 400+ followers and several 5-star reviews.
Office Assistant
University of Illinois Extra Help
Urbana, IL
03.2008 - 10.2009
- Operated office machines, such as photocopiers and scanners, facsimile machines, voicemail systems, and personal computers.
- Collated, sorted, and routed incoming mail, answered correspondence, and facilitated the sending of outgoing mail.
- Assembled, copied, and filed records of office activities, business transactions, and other organizational activities.
- Responded to 30+ daily calls on the multi-line telephone system to direct callers, providing information, and made appointments.
- Organized office files and quickly retrieved the files for team members in a quick and efficient manner.
- Responsible for scanning all hard copy documents and utilizing the company's digital filing system.
Education
High School Diploma -
Centennial High School
Champaign, IL05-1992
Skills
- Complaint Resolution
- Reading Comprehension
- Typing 60 WPM
- Research
- Adaptive Team Player
- Courteous Demeanor
- Prioritization
- Order Processing
- Follow-Up Skills
- Problem Resolution
- 10-Key
- Building Rapport
- Active Listening
- Delivery Scheduling
Certification
- Creating positive conversations with challenging customers Linkedln 11/2023
- Working with upset customers Linkedln 11/2023
- Customer Service: Problem Solving and Troubleshooting Linkedln 07/2022
- De-Escalating conversations for customer service Linkedln 06/2022
- Phone based customer service Linkedln 06/2022
Timeline
Customer Service Representative
Crate and Barrel
07.2022 - 01.2024
Independent Contractor
Amazon Flex
10.2021 - 01.2022
Independent Contractor
Amazon Mechanical Turk
06.2016 - 08.2023
Self Employed
Joyeful Creations Photography
05.2016 - 03.2020
House Manager
Stay At Home Mom
11.2009 - Current
Office Assistant
University of Illinois Extra Help
03.2008 - 10.2009
High School Diploma -
Centennial High School