Amy Solomon
Indianapolis,IN
Summary
A client-oriented professional, skilled at fostering a positive environment to facilitate a smooth and efficient workflow. Proven record of exceeding client expectations and maintaining long-term relationships to generate repeat business. Known for approachability, high ethical standards, and problem-solving skills.
Overview
27
27
years of professional experience
Work History
Licensed Real Estate Agent
Century 21
Indianapolis, IN
03.2014 - Current
- Enhanced profitability through strategic management of pricing, marketing, and sales activities for residential real estate properties.
- Collaborated with various industry professionals, such as Agents, Title Companies, Lenders, Contractors, Buyers and Sellers, to ensure seamless transaction processes.
- Implemented effective methods to drive lead generation
- Developed detailed reports outlining estimated sale prices for residential homes.
- Analyzed local economic trends to better understand the housing market in assigned region.
- Researched comparable sales data within an area using multiple sources such as MLS listings and public records.
- Developed and maintained relationships with existing clients to ensure repeat business.
Loss Prevention Specialist/Risk Management
National City Bank
01.2007 - 12.2013
- Devised a strategy to proactively identify fraudulent activity in newly created accounts, mitigating potential financial risks.
- Identified and implemented procedural enhancements to ensure compliance with the USA Patriot Act, while effectively communicating findings to the relevant agencies
- Coordinated with local law enforcement agencies when necessary regarding criminal activities.
- Investigated customer complaints related to fraud and identity theft issues promptly and thoroughly.
- Conducted investigations into thefts and other security breaches.
Contact Center Manager
Ask Harris
01.2000 - 12.2001
- Successfully interviewed, hired, and managed tier one and tier two customer service representatives, technical support representatives, and brand ambassadors.
- Provided daily, weekly, and monthly reports for both internal and external clients.
- Identified opportunities for process improvements based on feedback from customers and employees.
- Conducted regular meetings with supervisors and agents in order to discuss any issues or concerns that may arise during operations.
- Maintained detailed records of all interactions with customers for future reference.
- Established metrics for measuring agent productivity such as number of calls answered per hour or day, average hold time per call.
- Provided coaching and guidance to employees on an ongoing basis to improve their skills in customer service.
- Developed plans for recruiting new agents into the contact center team according to changing business needs.
- Ensured adherence to quality assurance processes such as scripting and call recording for all calls handled by the contact center.
Contact Center Supervisor
Exult
01.1998 - 12.2000
- Recognized by client, BP Amoco, for outstanding performance as leader of customer service team in supporting PeopleSoft implementation and payroll management for 80,000 employees
- Managed daily intake and resolution of 450 customer service requests
- Managed escalated service requests and ensured customer satisfaction, conducted quality assurance checks to uphold service standards, oversaw call center staffing levels
- Defined and documented functional requirements, authored test scripts, and provided final approval for user acceptance testing. Conducted ongoing application maintenance activities to ensure data integrity and delivered training sessions.
- Assisted with the build-out of a multimedia support center responsible for taking analog phone calls, Voice over IP calls and emails
- Managed client relationships, marketed, and represented the services of the contact center
- Tracked key metrics such as average handling time and first call resolution.
- Developed strategies for improving customer experience, resolving complaints, and increasing customer satisfaction scores.
Education
Some College (No Degree) - Computer Networking
North Harris Community College
Houston, TXSome College (No Degree) - English
Southern Illinois University Carbondale
Carbondale, ILSkills
- Client Relationship Management
- Risk Management
- Compliance
- Technical Support
- Reporting
- Metrics Analysis
- Property Assessments
- Contract Negotiation
- Sales closing
- Real Estate Broker Licensed in Indiana
- Sales Presentations
- Property Marketing
- Highly Professional
- CRM software use
- Proficient in Microsoft Office
- Administrative Support
- Quality Assurance
- Data Integrity
- Risk Management
Timeline
Licensed Real Estate Agent
Century 21
03.2014 - Current
Loss Prevention Specialist/Risk Management
National City Bank
01.2007 - 12.2013
Contact Center Manager
Ask Harris
01.2000 - 12.2001
Contact Center Supervisor
Exult
01.1998 - 12.2000
Some College (No Degree) - Computer Networking
North Harris Community College
Some College (No Degree) - English
Southern Illinois University Carbondale