Russell Amos
Smyrna,TN
Summary
Proven leader with a track record of enhancing member satisfaction and retention at North Rutherford YMCA through exceptional customer service and leadership development. Skilled in problem-solving and time management, consistently prioritized tasks for optimal efficiency. Excelled in fostering interpersonal relationships, achieving significant improvements in team dynamics and customer engagement.
Overview
28
28
years of professional experience
Work History
Supervisor of Membership Services
North Rutherford YMCA
07.2022 - Current
- Continuously monitored departmental performance metrics to identify areas requiring attention or improvement efforts.
- Maintained an open line of communication with members through regular updates via newsletters, emails, or social media platforms.
- Provided exceptional leadership in managing escalated member situations, applying diplomacy while adhering to organizational guidelines.
- Streamlined membership renewal process for increased efficiency and member retention.
- Supervised a diverse team of 10 Membership Services Associates, promoting teamwork and fostering a positive work environment.
Substitute Teacher
Rutherford County Board Of Education
08.2020 - Current
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Developed strong rapport with 25 students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Followed lesson plans designed by absent teachers.
Dealer Credit Analysis
Ford Motor Credit Company
09.2011 - 10.2019
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained different department to enhanced my learning abilities.
- Developed and maintained relationships with customers and Dealers through out their car buying purchase.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service Representative
Ford Motor Credit Company
07.1996 - 11.2011
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated about 5-10 customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
Education
Bachelor of Science - Business Administration And Management
Fayetteville State University
Fayetteville, NC05.1986
Skills
- Customer service expertise
- Time Management
- Interpersonal Skills
- Complaint resolution
- Problem-solving abilities
- Leadership Development
- Task Prioritization
- Self Motivation
- Attention to Detail
Accomplishments
Certified CPO at the YMCA
Licensed Unarmed Security Guard with BEST Security
Timeline
Supervisor of Membership Services
North Rutherford YMCA
07.2022 - Current
Substitute Teacher
Rutherford County Board Of Education
08.2020 - Current
Dealer Credit Analysis
Ford Motor Credit Company
09.2011 - 10.2019
Customer Service Representative
Ford Motor Credit Company
07.1996 - 11.2011
Bachelor of Science - Business Administration And Management
Fayetteville State University
Similar Profiles
Diego NoriegaDiego Noriega
YMCA Membership and Guest Services at North Rutherford YMCAYMCA Membership and Guest Services at North Rutherford YMCA
Mary E. MayoMary E. Mayo
Director of Operations at YMCA Of The North Shore - Ipswich Family YMCADirector of Operations at YMCA Of The North Shore - Ipswich Family YMCA
Aidan KullAidan Kull
Group Leader at YMCA Of The North ShoreGroup Leader at YMCA Of The North Shore
Anthony LinaresAnthony Linares
Press Room Technician at Wegmann AutomotivePress Room Technician at Wegmann Automotive
Jacob SheltonJacob Shelton
Maintenance/PLC Technician at Ultimate LiningsMaintenance/PLC Technician at Ultimate Linings