Hi, I’m
Amy Saunders
Certified Master Life Coach & Customer Service Specialist
Ocean Hills,CA
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
17
years of professional experience
Work History
Self EmployedUnited States, Canada & Virgin Islands, Worldwide
Certified Professional Master Life Coach
09.2015 - Current
Job overview
- Helped clients build life management and coping skills to handle daily needs and specific stressors.
- Facilitated group sessions and learning discussions to further objectives.
- Encouraged clients to set and achieve reasonable goals on weekly basis.
- Assessed clients' needs to provide appropriate therapeutic interventions.
- Designed safe and supportive environment for clients to discuss issues.
- Assisted clients in exploring feelings and understanding behaviors.
- Developed treatment plans to help clients build self-confidence and resilience.
- Listened to clients' concerns and provided encouragement and support.
- Adapted counseling techniques to best suit individual needs of each client.
- Supervised meetings with family members to help create support system for clients.
- Supported individuals dealing with mental health and emotional issues.
- Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT).
- Provided education on mental health topics and resources to clients.
- Connected clients with available resources to improve plan success.
- Educated clients on dangers of substance abuse and prevention techniques.
Scrubs By ChayLas Vegas, NV
Virtual Personal Administrative Assistant
11.2020 - Current
Job overview
- Managed electronic filing system by updating inventory, maintaining customer data, and accurately recording information.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Conferred with customers by telephone, chat or email to provide information.
- Researched topics and events to support supervisor's work agenda and projects.
- Completed business correspondence, transcription, and data entry.
- Ordered gifts for clients for holidays and in recognition of special accomplishments.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Kept extensive contact list updated with new contacts and changes to existing contacts.
- Wrote and posted updates to website and social media.
Party Animalz Party RentalsCorona, CA
Virtual Customer Service Specialist
07.2020 - Current
Job overview
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Private OwnersLong Beach, CA
Senior Property Manager
09.2013 - 07.2020
Job overview
- Attracted tenants by advertising vacancies and personally showed units to potential renters.
- Established rental rates by surveying local rental rates and calculated overhead costs.
- Administered operations to handle needs of more than 10 tenants across 3 property units.
- Prepared Private Owner/Investor annual budget, scheduled expenditures and collected monthly rent from tenants.
- Investigated and resolved any tenant complaints.
- Maintained building systems by working with maintenance services and supervised repairs.
- Communicated effectively with owners, residents, and on-site associates.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Collected and maintained careful records of rental payments and payment dates.
Bigos PlumbingSignal Hill, CA
Customer Service and Collections Specialist
02.2010 - 08.2015
Job overview
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated to collect balance in full.
- Used probing techniques to determine debtors' reasons for delinquency.
- Processed payments and applied to customer balances.
- Used skip tracing and other techniques to locate debtors.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Approved and terminated customer contracts upon request.
- Attended telephone skills and program information training sessions to boost aptitude.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Pinnacle Entertainment Inc.Las Vegas, NV
Call Center Supervisor
03.2007 - 03.2010
Job overview
- Supervised over 25 Call Center Agents in providing excellent customer service to callers requiring assistance for hospitality bookings and cancellations and customer service issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Worked as Quality Assurance with team member to monitor call quality and provide individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Created team rotations to man center effectively during peak hours.
- Trained team members on performance metrics and consumer behavior identification.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
Education
Richard Gahr HSCerritos
High School Diploma
05.2001
University Overview
- Professional development completed in Retail Merchandising
- Member of Peer Counseling and Conflict Management Teams
El Camino College - Compton CampusCompton, CA
from Business Administration And Management
Skills
Office management
Office administration
Customer and client relations
Credit and collections
Complaint resolution
Creative problem solving
Multi-line phone talent
Order fulfillment
Administrative support
Account management
Professional telephone demeanor
Call center operations
Written and oral communication
Timeline
Virtual Personal Administrative Assistant
Scrubs By Chay
11.2020 - Current
Virtual Customer Service Specialist
Party Animalz Party Rentals
07.2020 - Current
Certified Professional Master Life Coach
Self Employed
09.2015 - Current
Senior Property Manager
Private Owners
09.2013 - 07.2020
Customer Service and Collections Specialist
Bigos Plumbing
02.2010 - 08.2015
Call Center Supervisor
Pinnacle Entertainment Inc.
03.2007 - 03.2010
Richard Gahr HS
High School Diploma
05.2001
El Camino College - Compton Campus
from Business Administration And Management