Amy Yu-B
Monroe,WA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Amazon Business Customer Service Enterprise
Amazon
Seattle, WA
09.2011 - 01.2023
- Provided customer service support to business customers via telephone, email and live chat.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Identified customers' needs, clarified information, researched every issue and provided solutions or alternatives within the time limits.
- Provided technical assistance to customers regarding products or services offered by the company.
- Maintained up-to-date knowledge of products offered by the company.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Updated system with order specifics and customer details, preferences, and billing information.
Retail Sales Consultant
Force 10 Hoops, LLC/Seattle Storm
Seattle, WA
01.2011 - 09.2017
- Support and promote the Seattle Storm by selling team merchandise and informing fans of the latest items for the season
- Responsible for the complete set-up and break down of the Team Shop stands throughout the Key arena at all home games
- Inventory management, cash management, POS (Retail Pro) and maintaining a clean workstation.
- Developed visual merchandising strategies to attract more customers into the store.
Lead Retail Sales Consultant
AT&T Mobility
Seattle, WA
01.2004 - 01.2010
- Ensured each customer was greeted and had an exceptional experience when visiting our store while promoting AT&T Mobility products and services
- Educated customers on current rate plans, features, the latest devices through demonstration and recommended accessories as needed
- Activated new consumer and business accounts and Upgraded current customer accounts based upon customer’s wireless needs.
Sales Support Representative
AT&T Mobility
Seattle, WA
- Responsible for assisting customers with account inquiries and bill payments
- Supported the Sales Team by completing Activations, Upgrades and account changes in Core systems (Telegence, CARE), when OPUS was not available
- Processed returns on dead on arrivals and buyer’s remorse exchanges, to be sent back to the warehouse from the store inventory.
Team Manager
AT&T Mobility
Bothell, WA
- Directly managed team of 12-15 representatives
- Responsible for tracking of multiple scorecard measurables for both individuals and the team and communicate that information daily
- Accountable for all disciplinary and performance management for members of the team.
Leadership Intern Program
AT&T Mobility
Bothell, WA
- Completed modules: Manager Shadowing 1, Quality Assurance, Coaching for Quality, Training Team/Individuals, Force Management, Payroll/Leave Management, Manger Shadowing 2, Floor Walking, and Floor Coaching
- Was acting Team Manager while other managers were on vacation/leave
- Was responsible for all job duties.
Customer Care Representative
AT&T Mobility
Bothell, WA
- Was responsible for assisting customers with basic account inquiries and wireless phone troubleshooting
- Was part of a specialty team that took on projects from other departments when business needs were in high demand.
Checker
Top Food & Drug
Shoreline, WA
01.2004
- Assisted customers with locating products and maintaining a quality experience
- Check out customers, scanning items, inputting produce codes, bagging groceries and taking payment
- Counted and balanced cash register at start and end of shift
- Made sure products were facing forward on shelves.
Lead Receptionist
Chevrolet & Hummer of Bellevue
Bellevue, WA
01.2001 - 01.2003
- Answered 10+ phone lines and transferred customer’s to appropriate department
- Developed the template for generating schedules and created them for the entire dealership on a monthly basis
- Created and maintained templates of daily tasks used by all receptionists using Microsoft Word/Excel
- Created new car packets for vehicles that were delivered and checked in the new inventory
- Ordered business cards for all Sales personnel.
Education
Some College (No Degree) -
Cascadia Community College
Bothell09-2000
High School Diploma -
Redmond High School
Redmond, WA06-2000
Skills
- Excellent customer service
- POS Systems and Ordering Platforms
- Customer Account Management
- Attention to Detail
- Team Management
- Leadership
- Quality Assurance
- Team training and development
- Payroll/Leave Management
- Analytical Skills
- Teamwork and Collaboration
- Microsoft Office
References
- Tracy Johnson, Team Manager, (425) 288-2934
- Angela Skrivanek, Customer Solutions Manager, (808) 285-0246
- Annamarie Larizza, NBS Specialist, (206) 849-7098
Certification
Washington Aerospace Training & Research Center(WATR)
- Manufacturing Core Certificate April - May 2024
- Manufacturing Assembly Mechanic Certificate May - July 2024
Timeline
Amazon Business Customer Service Enterprise
Amazon
09.2011 - 01.2023
Retail Sales Consultant
Force 10 Hoops, LLC/Seattle Storm
01.2011 - 09.2017
Lead Retail Sales Consultant
AT&T Mobility
01.2004 - 01.2010
Checker
Top Food & Drug
01.2004
Lead Receptionist
Chevrolet & Hummer of Bellevue
01.2001 - 01.2003
Sales Support Representative
AT&T Mobility
Team Manager
AT&T Mobility
Leadership Intern Program
AT&T Mobility
Customer Care Representative
AT&T Mobility
Some College (No Degree) -
Cascadia Community College
High School Diploma -
Redmond High School