Holly Willingham
Litchfield Park,AZ
Summary
Enthusiastic and motivated individual who is passionate about their work. Team player works well both independently and within team settings to achieve goals. Skilled communicator, problem solver, assembler of information for data entry, as well as an analytical complex researcher.
Overview
10
10
years of professional experience
Work History
Customer Service Associate
Amazon
04.2019 - Current
- This specialized role has large volumes of contacts where each case is unique requiring customized attention.
- Actively listen to customers, handle concerns quickly and escalate major issues.
- Collect information for data entry along with multiple support tools.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns over live chat, email, and phone contacts.
Customer Service Resolution Specialist
Amazon
04.2019 - Current
- This Lead role was assigned end of 2019 and first part of 2021 which involved resolving complex customer issues.
- Identified and assessed customer's needs quickly and accurately.
- Collaborated with several chat rooms teams to resolve customer complaints and drive customer experience.
- Defined loyalty offer strategy to maximize ROI while staying within budget constraints.
Teller
JPMorgan Chase
03.2017 - 09.2018
- Balanced $25,000 cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Provide in-depth knowledge of bank products and services and make recommendations to customers.
Counseling Internship
Psychologist Office/Rehabilitative Treatment Ctr.
01.2016 - 11.2016
- Applied variety of psychological methods and techniques in screening, assessment and evaluation of clients.
- Maintained high level of patient confidentiality to comply with all federal and company regulations.
- Reviewed case files to better assess client needs and proper course of treatment.
- Counseled 25 clients to help understand and overcome personal, social and behavioral problems.
- Maintained up-to-date clinical documentation via electronic record keeping systems.
- Launched successful equine therapy program.
Teacher at a Private School
University Christian School
01.2014 - 06.2015
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies. Grades 1-12.
- Supported student physical, mental, and social development using classroom games and activities.
- Incorporated multiple types of teaching strategies into classroom and designed curriculum.
Education
Master of Arts - 2 Masters: Psychology And Counseling
Liberty University
Lynchburg, VA12.2017
Bachelor of Arts - Psychology And Education
Ashford University
Clinton, IA10.2010
Skills
- Investigate and deep dive to mitigate issues
- Excellent communicator and listening skills, and maintain customer obsession mindset
- Compile precise data to complete detailed forms and Excel spreadsheets
- Work with many tools and links to support problem solving, while thinking out-of-the box
- Provide guidance in several chat rooms to assist teammates with their queries
Timeline
Customer Service Associate
Amazon
04.2019 - Current
Customer Service Resolution Specialist
Amazon
04.2019 - Current
Teller
JPMorgan Chase
03.2017 - 09.2018
Counseling Internship
Psychologist Office/Rehabilitative Treatment Ctr.
01.2016 - 11.2016
Teacher at a Private School
University Christian School
01.2014 - 06.2015
Master of Arts - 2 Masters: Psychology And Counseling
Liberty University
Bachelor of Arts - Psychology And Education
Ashford University
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