Shiloh Amend

At HCLTech, I began with assisting incoming callers with scheduling their continued education or professional licensing exams i.e.: Real Estate Agent, Nursing, Fire Fighting etc.
My time ended in Quality Assurance and training. I was responsible for random call samples from a team of agents, scoring them using the company set script and quality
standards. After scoring a call, I would then review the call with the agent and train them on what they did correctly and where they could improve. The company dismissed all Colorado employees on this project in December 2022.

• Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
• Conducted training sessions for junior QA analysts, and customer service representatives to enhance their skills and knowledge of company standards.
• Mentored and coached team members on QA topics and strategies.
• Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and the strive for excellence.

Began with AutoZone as a Customer Service Associate. Within one year I became a store manager. I ended my career as a commercial sales manager, working with wholesale clients (repair facilities).

• Increased commercial sales revenue by developing and implementing strategic sales plans.
• Delivered engaging presentations to prospective clients, showcasing the value of our programs.
• Expanded market share through the identification of new business opportunities and partnerships.
• Developed strong relationships with key clients, leading to long-term business growth and increased brand loyalty.
• Managed a team of sales professionals, providing ongoing mentorship to drive individual performance and overall team success.
• Conducted regular client meetings to ensure satisfaction with products or services, addressing any concerns proactively to maintain strong relationships.
• Provided exceptional customer service throughout the entire sales process, ensuring client satisfaction from initial contact through post-sale follow-up efforts.
• Achieved sales targets, demonstrating a strong commitment to company goals and objectives.
• Motivated team to meet and exceed sales goals.
• Responded to customer feedback in professional and constructive way.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Managed logistics for up to five delivery drivers and a total crew of up to 10 associates.