Amy Brown
Tustin,CA
Summary
Hello! My name is Amy Brown, and I am extremely excited to get to work in customer service! I'm a dedicated customer service professional, with knowledge of service delivery and proven multitasking abilities. I'm committed to maintaining professional relationships to increase profitability and drive business results. I posses top-notch skills in oral and written communication, active listening and analytical problem-solving skills. I am well versed in elevating customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
My attitude is contagious; I have always been proud of my job; and take tremendous pride in my work. I've influenced many of coworkers, and the excitement and passion I bring is tremendously appreciated by those around me. I am used to being the one who is always uplifting my team, providing support and motivation to those around me. My schedule is flexible- long hours, weekends, holidays; I'm ready to go! Although I love my current job as a Behavior Therapist, I am excited to begin my work-from-home journey.
Looking forward to hearing from you! Can't wait to get to work!
Overview
9
9
years of professional experience
Work History
Behavior Technician
Accel Therapies
02.2023 - Current
- Collaborated with other professionals to develop and modify individualized treatment plans.
- Educated parents and caregivers to apply appropriate behavior management techniques.
- Facilitated family meetings to discuss client progress and behavior plans.
- Delivered compassionate patient care, focusing on safety, comfort and emotional support.
- Facilitated group sessions to teach clients positive coping strategies.
- Monitored patient behavior and immediately reported changes to supervising physician.
- Collaborated closely with mental health professionals with treatment plan implementation.
- Coordinated with medical and paramedical professionals to provide appropriate input and effectively formulate and implement treatment plans for patients.
- Maintained patient records, documenting changes in patient condition.
- Implemented strategies to reduce anxiety and stress levels in clients.
- Assisted clients in identifying and setting goals to promote positive behavior development.
Guest Service Agent
SeaWorld Parks & Entertainment, Inc.
01.2014 - 03.2021
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Recommended hotel services or amenities that guest may find useful.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Provided guest assistance and recommendations for tourist attractions.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
Hostess
Kona Kai Resort, Spa & Marina
01.2016 - 10.2016
- 619-819-8195
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Accommodated special seating requests for guests to enhance satisfaction.
- Relayed guest comments or suggestions to manager on duty for further action.
- Answered phone calls to take orders, give information and document reservations.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Completed daily side work and opening and closing duties without fail.
- Backed up servers by checking on tables and retrieving items for guests.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
- Input orders accurately into POS terminal, split bills and accepted payments.
Shopper
Instacart
03.2021 - 02.2023
- During the pandemic; I decided to take it upon myself to remain in the workforce after being furloughed from SeaWorld. I worked two jobs, shopping/delivery for Instacart, and working at Vons as a Cashier.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Selected best-quality perishable items such as meat and produce.
- Noted customer special requests, preferences, and favorite products in CRM to enhance service and build brand loyalty.
Cashier
Vons
03.2021 - 08.2021
- During the pandemic; I took it upon myself to remain in the workforce after being furloughed from SeaWorld. I worked two jobs, shopping/delivery for Instacart, and working at Vons as a Cashier.
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Tallied cash drawer at beginning and end of each work shift.
- Performed cash, card and check transactions to complete customer purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- 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.
- Checked personal identifications during alcohol and tobacco sales.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Bachelor of Arts - Communications
Santa Barbara City College
Santa Barbara, CA05.2024
High School Diploma -
Francis Parker
San Diego, CA06.2015
Skills
- Positive and Energetic
- Authentic and compassionate
- Goal Oriented
- Driven
- Attentive
- Active Listener
- Provide Unparalleled Service
- Always creating the chance to make someones day
- Passionate about Customer Experience
- Take Genuine Interest in Customer Concerns
- Team Leader
- Enthusiastic
- Behavior Management
- Data Collection
- Intervention Management
- Behavioral Analytics
- Appointment Setting
- Client Relationship Development
- Documentation Skills
- Student Rapport-Building
- Constructive Feedback
- Positive Reinforcement
- Staff Meetings
- Group Dynamics
- Crisis Situations
- Emotional Support
- Monitor Progress
- Communications
- Autism and Spectrum Disorders
- Social Skills Group Leadership
- Program Improvements
- Mental Health Support
- Educational Settings
- Classroom Management Techniques
- Maintain Records
- Behavior Redirection
Languages
Mandarin
Elementary
Spanish
Limited Working
Timeline
Behavior Technician
Accel Therapies
02.2023 - Current
Shopper
Instacart
03.2021 - 02.2023
Cashier
Vons
03.2021 - 08.2021
Hostess
Kona Kai Resort, Spa & Marina
01.2016 - 10.2016
Guest Service Agent
SeaWorld Parks & Entertainment, Inc.
01.2014 - 03.2021
Bachelor of Arts - Communications
Santa Barbara City College
High School Diploma -
Francis Parker