Amy Bennett

• Provides customer service support and resolution of non-routine problems regarding client's product or services via email, live chat and telephone.
• Assist customers with various types of technical issues via email, live chat and telephone.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’).
• Responded to concerns with definitive and insightful answers.
• Helped resolve problems by addressing problems analytically and with real-world data.
• Employed Salesforce, OMX, Avaya, Seranova, Slack, Microsoft Teams, TalkDesk and other ticket support systems.
• Applied exceptional skills in communication and conflict-resolution to improve decision-making process.
• Documented customer complaints and inquiries for use in technical documentation and bug tracking.
• Utilized automated systems to manage and track customer inquiries through to completion.
• Input customer service orders and tracked orders through to completion.
• Supported customers with online billing, access and account issues.
• Assisted customers with various types of technical issues via email, live chat and telephone.

Additional Positions held Prior to current position:

Quality Auditor -

• The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Advisor I, Email/Chat Support -

The Advisor I, Email/Chat Support position interfaces with customers via emails, inbound chats, or outbound calls depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.

Advisor II, Customer Service - Advisor II, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of non-routine problems regarding client's product or services.

• Performed, supervised and coordinated all administrative functions such as accounting, billing, procurement, inventory control, building utilities, maintenance, safety, security and records for the 5 offices within the county
• Gathered, compiled and analyzed data in relation to the programs and developed appropriate reports based on findings
• Prepared basic to moderately complex reports and correspondence that required researching information from a variety of sources
• Participated in annual budget development and reviewed budgets, monitored expenditures
• Processed and supervised all personnel transactions, from hiring documentation to payroll documents
• Directly trained and supervised all administrative staff within region, from 10-12 people
• Maintained knowledge of current policies, laws, trends and developments in the field by reading and researching appropriate policy notices/interpretations or related materials and attending trainings, meetings and conferences.

• Conceptualized all aspects of developing, establishing and maintaining a new retail store building a reputable, positive presence through superior customer service and quality merchandise
• Purchased and merchandised inventory
• Developed and produced all marketing/advertising materials
• Created and implemented procedures for all aspects of business utilizing the RMS point-of-sale system and QuickBooks
• Provided outstanding customer care and instituted Customer Rewards Program.

• Direct responsibility for ascertaining and instituting procedures and policies to best utilize systems for efficiency of staff
• And enhancement of customer service
• Trained all staff in customer service and sales techniques, as well as use of
• Systems
• Implemented, operated and maintained back office server and point-of-sale stations
• Devised innovative
• Strategies for utilization of the systems as the business diversified and grew.

• Developed and composed procedures for inventory, personnel, sales and accounting
• Managed all financial transactions: posted debits and credits, produced financial statements and recorded all transactions
• Instructed management and clerks in procedures and sales techniques
• Persuaded the owners to convert from manual ledgers to implementing accounting software for better accuracy and efficiency
• Supported management in all phases when the business expanded to include inventory management, merchandising and hiring and training new staff.