Amy Swain
Winder,GA
Summary
Resourceful Customer Service Team Lead skilled in leading teams to complete tasks efficiently and productively. Possess specialized skills in conflict resolution, customer relationship management, and team motivation. Excel in communication, problem-solving, and adaptability, ensuring positive outcomes in fast-paced environments.
Overview
29
29
years of professional experience
Work History
Customer Service Team Lead
Saia LTL Freight
Buford, GA
05.2021 - Current
- Respond to telephone inquiries, providing quality service to customers and associates regarding reconsignments, missing freight, scheduling interline pickups, mis-delivered freight, and scheduling blind shipments
- Directed and supervised staff performance.
- Made certain associates adhered to schedules to achieve service goals.
- Developed strategies to increase sales volume based on customer feedback analysis.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Enforced compliance with company standards related to safety, security, quality assurance.
Key Account Customer Service Representative
Essendant
Suwanee, GA
12.2014 - 04.2021
- Managed large amounts of inbound calls and emails in a timely manner for Key Account customers. Averaged 1600 emails per month
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Developed relationships with customers to ensure satisfaction and loyalty.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Office Manager
Atlanta Peach Movers
Doraville, GA
07.2012 - 12.2014
- Managed office inventory and placed new supply orders.
- Interpreted and communicated work procedures and company policies to staff.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Delegated work to staff, setting priorities and goals.
Lead Veterinary Technician/Receptionist/Practice Manager
Sugar Hill Animal Hospital
Sugar Hill, GA
06.1996 - 07.2012
- Performed administrative tasks such as scheduling appointments, answering phones, billing clients.
- Restrained and stabilized animals during examination and treatment to prevent injuries.
- Prepared and reviewed records and consent forms.
- Monitored patient health, including vitals and post-operative care.
- Prepared animals for surgery by clipping fur or taking radiographs.
- Cared for animals in post-operative recovery by closely monitoring vital signs and progress.
- Managed inventory of supplies and medications in the clinic while adhering to budgetary restrictions.
- Conducted initial exams on pets, took vital signs and collected samples for lab.
- Ran routine laboratory tests like fecal exams or skin scrapings using microscopes or other specialized equipment.
- Administered and monitored anesthesia for surgeries and operations.
- Communicated effectively with clients regarding their pet's condition and recommended treatment plans.
Education
High School Diploma -
North Gwinnett High School
Suwanee, GA06-1996
Skills
- Customer service
- Team leadership
- Conflict resolution
- Sales strategies
- Performance management
- Call center operations
Timeline
Customer Service Team Lead
Saia LTL Freight
05.2021 - Current
Key Account Customer Service Representative
Essendant
12.2014 - 04.2021
Office Manager
Atlanta Peach Movers
07.2012 - 12.2014
Lead Veterinary Technician/Receptionist/Practice Manager
Sugar Hill Animal Hospital
06.1996 - 07.2012
High School Diploma -
North Gwinnett High School
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