Amy Stanley
Pflugerville
Summary
Dynamic leader with a proven track record at Cox Specialties, enhancing call center performance and customer satisfaction through effective problem-solving and team coaching. Skilled in conflict resolution and time management, adept at fostering positive relationships and driving sales with excellent people skills. Achieved a significant increase in first call resolution rates, demonstrating a strong ability to multitask and prioritize customer needs efficiently.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sales Associate/Customer Service Representative
Old Navy, Gap
05.2024 - Current
- Helped customers locate products and checked store system for merchandise at other sites.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to effectively build rapport and lasting relationships.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Used in-store system to locate inventory and place special orders for customers.
Front End Associate
LaQuinta Inn & Suits
06.2022 - 08.2023
- Checked customers in and out of their rooms
- Prepared and generated a listing of all hotel guests each day
- 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.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative Team Lead
Cox Specialties
10.2010 - 02.2018
- Improved overall call center performance with effective coaching and feedback to team members.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
Education
No Degree - Real Estate License
Trees
Chattanooga, TN10-2001
Graduate Certificate - Phlebotomy
Georgia Northwestern Technical College
Rome, GA01-1996
Intermediate Certificate - Nursing Education
Georgia Northwestern Technical College
Rome, GA01-1992
High School Diploma -
Lakeview High School
Fort Oglethorpe, GA05-1990
Skills
- Customer service
- Time management
- Problem-solving skills
- Listening skills
- Multi-tasking strength
- Excellent people skills
- Reliable and punctual
- Flexible schedule
- Conflict resolution
- Customer needs assessment
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Business Development - Initiated two key partnerships which resulted in 99% revenue growth.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Certification
- Certified Sales Professional (CSP)
- First Aid Certification
- Certified Nursing Assistant (CNA)
- Real Estate License in Georgia and Tennessee
Timeline
Sales Associate/Customer Service Representative
Old Navy, Gap
05.2024 - Current
Front End Associate
LaQuinta Inn & Suits
06.2022 - 08.2023
Customer Service Representative Team Lead
Cox Specialties
10.2010 - 02.2018
No Degree - Real Estate License
Trees
Graduate Certificate - Phlebotomy
Georgia Northwestern Technical College
Intermediate Certificate - Nursing Education
Georgia Northwestern Technical College
High School Diploma -
Lakeview High School