Amya Duncan
Tuskegee,AL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. I passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Ready to help team achieve company goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Authorization Agent
Frontdoor American Home Sheild
03.2024 - Current
- Verified customer information and documents to ensure accuracy and validity of submitted data.
- Processed authorization requests in accordance with established procedures and guidelines.
- Reviewed authorization forms for accuracy and completeness.
- Monitored pending authorizations for timely response within established time frames.
- Ensured compliance with all applicable laws, regulations, policies, and procedures.
- Participated in regular team meetings to discuss new processes or changes in existing ones.
Customer Service Agent
Whirlpool
08.2021 - 01.2024
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Adapted to new applications and maintained knowledge of current technologies.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Answered constant flow of customer calls with minimal wait times.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer calls and emails to answer questions about products and services.
- Processed customer service orders promptly to increase customer satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
Customer Service Specialist
Hire Dynamics
02.2019 - 08.2021
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Photo Lab Manager/ Electronics
Walmart
Auburn, Al
01.2019 - 04.2021
- Launched quality assurance practices for each phase of development
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Assembly Line Worker
A1-Employment
Opelika, AL
05.2018 - 01.2019
- Conducted safety inspections and followed safety rules and procedures.
- Operated specialized tools, instruments, and equipment for tests and maintenance.
- Knowledgeable of machine maintenance in order to troubleshoot effectively.
- Implemented process changes.
- Installed, adjusted and repaired automated machines and robots.
- Completed durable assemblies and subassemblies with hand and power tools.
- Managed inventory of parts and components.
- Streamlined production process to maximize safety and productivity.
- Operated finishing tool to prepare products for inspections and packaging.
- Trained new employees, instructing each in use of machinery, standard operating procedures and company policies.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
Home Health Care Provider
Interim Healthcare Agency
03.2018 - 12.2018
- Communicated regularly with clients' families to provide updates on health and wellbeing.
- Followed nutritional plans to prepare optimal meals.
- Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Assisted disabled clients to support independence and well-being.
- Directed patients in simple prescribed exercises to assist with daily physical therapy routines.
- Provided direct personal care and administrative services to clients.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Scheduled and coordinated medical appointments.
- Completed household management tasks for clients within private home settings.
- Administered medication as directed by physician.
Cashier
Piggly Wiggly Grocery Store
02.2015 - 12.2017
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
- Tallied cash drawer at beginning and end of each work shift.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Worked with floor team and managers to meet wide range of customer needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Booker T Washington High School
Tuskegee, AL05.2018
Skills
- Quote Generation
- Billing Adjustments and Refunds
- Upselling
- Order Placement
- Customer Relationship Management
- Order and Refund Processing
- Cargo and Freight
- Investigate Claims
- Conceptual Thinking
- Livechat Messaging
- Inbound Customer Service
- Making Announcements
- Agent Support
- Sales and Upselling
- Special Requests
- Delivery Tracking
- Selling Skills
- Online Systems
- First-Tier Technical Support
- Problem Resolution
- Database Research
- Corporate Standards
- Information Updates
- Hotel Booking
- File Management
- Customer Service
- Providing Feedback
- Customer Relations
- Special Assignments
- Outstanding Communication Skills
- Calm and Professional Under Pressure
- Operational Efficiency
- Cash Counting
- Customer Complaint Resolution
- Customer Account Management
- Needs Assessment
- Online Chat
- Complex Product Knowledge
- Google Drive
- Reading Comprehension
- Documentation
- Microsoft Office
- Patient Profiles
- Understanding Customer Needs
- Field Operations Support
- Dispute Resolution
- Proofreading
- Filing
- Data Processing
- Maintaining Clean Work Areas
- Daily Logs
- Technical Support and Assistance
- Telephone Etiquette
- Account Services
- Customer Data Confidentiality
- Call Volume and Quality Metrics
- Telephone Reception
- Billing Inquiries
- Cash Register Operations
- Photo Processing Equipment
- Customer Care
- Customer Service and Assistance
- Claims reviewing
- Claims Processing
- Verbal Communication
Certification
- PT - Phlebotomy Technician
Timeline
Authorization Agent
Frontdoor American Home Sheild
03.2024 - Current
Customer Service Agent
Whirlpool
08.2021 - 01.2024
Customer Service Specialist
Hire Dynamics
02.2019 - 08.2021
Photo Lab Manager/ Electronics
Walmart
01.2019 - 04.2021
Assembly Line Worker
A1-Employment
05.2018 - 01.2019
Home Health Care Provider
Interim Healthcare Agency
03.2018 - 12.2018
Cashier
Piggly Wiggly Grocery Store
02.2015 - 12.2017
- PT - Phlebotomy Technician
Booker T Washington High School
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