Summary
Overview
Work History
Education
Skills
Timeline
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 Employed
United 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 Chay
Las 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 Rentals
Corona, 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 Owners
Long 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 Plumbing
Signal 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 HS
Cerritos

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 Campus
Compton, CA

from Business Administration And Management

Skills

Office management

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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

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Amy SaundersCertified Master Life Coach & Customer Service Specialist