Amy E. Holmes
Clarksville,TN
Summary
Organized and dedicated professional with proven track record of providing exceptional customer engagement in helping meet the needs of customers and proactively identifying and resolving problems. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic with ability to perform effectively in independent or team environments. Bringing proven ability to promote organization and availability through effective schedule development.
Overview
10
10
years of professional experience
Work History
Fulfillment Coordinator
Black Rifle Coffee Company
02.2023 - Current
- Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow.
- Received and reviewed new orders, located requested merchandise, and promptly initiated processing.
- Communicated with other departments to facilitate fulfillment activities and address issues.
- Coordinated shipping requests for expedited delivery and documented accurately to achieve correct billing.
- Improved order processing efficiency by streamlining the fulfillment process and implementing time-saving strategies.
- Maintained accurate documentation of all shipments, ensuring proper record-keeping for future reference or audit purposes.
- Analyzed shipping data to identify trends and areas for cost reduction, leading to more efficient transportation methods.
- Reduced order processing errors by establishing clear guidelines and checklists for staff use during fulfillment activities.
Customer Experience Representative
Black Rifle Coffee Company
01.2022 - 02.2023
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Resolved over 50 issues over phone, email, or chat with customers daily.
- Maintained at minimum, 95% customer satisfaction rating.
Shift Supervisor
Black Rifle Coffee Company
08.2021 - 01.2022
- Completed store opening and closing procedures and balanced tills.
- Record and receive orders properly and efficiently.
- Work with team to prepare store for opening or closing, anticipating needs for incoming shift.
- Worked to maintain or increase daily retail sales to be over 45% of overall daily sales.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Traveled to assist in opening new retail locations. Trained new employees in proper procedures and protocol.
- Processed cash, credit and touchless transactions to fulfill customer orders.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Team Member/Barista
Black Rifle Coffee Company
03.2021 - 08.2022
- Contributed to team success by completing jobs quickly and accurately.
- Pursued learning opportunities to advance knowledge and take on leadership position.
- Provided consistency to customers to regularly meet or exceed expectations.
- Learned all required tasks quickly to maximize performance.
- Operated register to process payments and collect cash payment for order totals.
Administrative Assistant/Social Media Manager
Central Illinois District-LCMS
05.2019 - Current
- Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments.
- Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Drafted professional memos and letters to acknowledge donor gifts.
- Assisted in administrative duties for office team, including making phone calls, copies and schedules.
- Masterminded highly successful digital strategies for various platforms to attract customer engagement.
- Developed campaigns, led design and tracked results.
- Led fundraiser campaigns to raise over $50,000.
Classroom Aide
Grace Lutheran Preschool
01/4/21 - 05.2021
- Monitored student classroom and outdoors activities to promote student safety.
- Managed 10-12 students in safe learning environment.
- Safely provided instruction, snacks and hygiene care.
Seasonal Personal Vehicle Driver
UPS
12/1/20 - 1/15/21
- Completed on-time deliveries by choosing best and most efficient routes.
- Verified over 75 daily deliveries against shipping instructions before delivering to customers.
- Operated vehicle safely in highly congested areas with no traffic violations.
Youth Care Worker
YMCA Of Springfield, IL
05.2019 - 08.2020
- Provided safe place for children from birth to 8 to play and meet new people while their parents or guardians used exercise facility.
Kindergarten Classroom Aide
TRINITY LUTHERAN SCHOOL
08.2017 - 05.2018
- Assist teacher and students in various classroom tasks.
- Introduced read-aloud literature to stimulate imagination and build comprehension and vocabulary.
- Played games with students to increase understanding of subjects.
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
- Supported instructor with test administration, curriculum development and assignment grading.
Starbucks Manager
VON’S
05.2016 - 05.2017
- Create weekly orders to maintain inventory.
- Create weekly schedules.
- Train all baristas in recipes, promotions, customer service, proper cleaning and sanitization.
- Attend weekly staff meetings and communicate important information to baristas.
- Problem solving immediately to prevent future problems and serve customers promptly and properly.
- Increased sales by $2,000 over 6 months.
Barista
Barista
08.2015 - 05.2016
- Prepare or serve hot or cold beverages, such as coffee, espresso drinks, blended coffees, or teas.
- Clean or sanitize work areas, utensils, and equipment.
- Provide customers with product details, such as coffee blend or preparation descriptions.
- Set up and restock product displays.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Elevated customer loyalty by using strong communication and knowledge abilities to resolve customer problems.
- Mentored junior employees.
Job Coach
Norman County Developmental Activity Center
02.2014 - 07.2015
- Worked with disabled individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
- Helped students develop organizational, time management and study skills.
- Empowered students through counseling and skill-building exercises.
- Empowered adults with disabilities to learn life, social, behavioral, and personal skills with ultimate goal of allowing them to live on their own and care for themselves.
Education
Bachelor of Science - Educational Studies
Concordia University Wisconsin
Mequon, WI05.2008
Skills
- Advanced MS Office Suite Knowledge (Access, Excel, Forms, Outlook, Powerpoint, Word)
- Process optimization
- Office administration
- Google Suite Knowledge
- User Experience
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Administrative support
- Networking and relationship building
- Content and digital asset management
- Social Media Management
Interests
Traveling, spending time with my family, volunteering at various church and school activities, crochet and sewing, cooking and baking, and reading.
Timeline
Fulfillment Coordinator
Black Rifle Coffee Company
02.2023 - Current
Customer Experience Representative
Black Rifle Coffee Company
01.2022 - 02.2023
Shift Supervisor
Black Rifle Coffee Company
08.2021 - 01.2022
Team Member/Barista
Black Rifle Coffee Company
03.2021 - 08.2022
Administrative Assistant/Social Media Manager
Central Illinois District-LCMS
05.2019 - Current
Youth Care Worker
YMCA Of Springfield, IL
05.2019 - 08.2020
Kindergarten Classroom Aide
TRINITY LUTHERAN SCHOOL
08.2017 - 05.2018
Starbucks Manager
VON’S
05.2016 - 05.2017
Barista
Barista
08.2015 - 05.2016
Job Coach
Norman County Developmental Activity Center
02.2014 - 07.2015
Classroom Aide
Grace Lutheran Preschool
01/4/21 - 05.2021
Seasonal Personal Vehicle Driver
UPS
12/1/20 - 1/15/21
Bachelor of Science - Educational Studies
Concordia University Wisconsin
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