Stephany Amend
Suffolk,VA
Summary
Highly enthusiastic and motivated customer service and office professional with seven years of client interface experience, dedicated to ensuring and maintaining customer satisfaction as well as contributing to the company's growth and success. Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
9
9
years of professional experience
Work History
Customer Care Representative (CCR)
Naval Station Norfolk
2016.06 - 2018.01
- Provide outstanding customer service to all clients, ring up merchandise, complete Daily Activity Report (DAR), ensuring all cash handling/reporting/securing requirement are met, verify the amount of money collected also drop the cashier bag into the safe, make reservations on recreational activities, boat slips and courses, provide all customers with questions regards to the marina, assist customers with boat slip reservations, scheduling customers classes/courses
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Built sustainable relationships of trust through open communication with customers.
- Gathered customer feedback to suggest improvements for products and services.
Front office/ Dispatcher
Pinnacle Aviation Academy
2015.12 - 2016.06
- Provide outstanding customer service to all clients by ensuring an array of requests, processing multiple cash, credit, and on-account transactions per day. Guarantee all insurance requirements are met and enforced for renter pilots. Confirm customer accounts are paid in full by the end of the day. Maintain filing systems, data entry, and protect customer files and records. Dispatch aircraft to students and renter pilots.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
Office Representative
Moss Bros. Chrysler Jeep Dodge Ram highland
2015.01 - 2015.03
- Scheduled appointments and provided insurance information, including price quotes, to inquiring customers via phone and email
- Filed and scanned all vehicles purchases on a daily basis.
- Created spreadsheets using Microsoft Excel to track financial transactions and inventory levels.
- Answered incoming calls and directed them to the appropriate personnel.
- Assisted with filing documents such as invoices, contracts, and reports.
Customer Service
Lineage Logistics
2011.02 - 2014.10
- Provided timely and accurate information to incoming customer order status and product knowledge requests, processed customer orders and changes according to established department policies and procedures, processed and verified inbound receipts for accuracy, ran stock reports to check for product availability, and confirm accuracy of inventory records, assured proper and timely invoicing of accounts, and verified computer-generated invoices, and addressed customer issues to ensure effective and long-term problem solutions.
- Developed and maintained exceptional customer service standards.
- Developed and implemented customer service policies to ensure quality customer service.
- Provided friendly and courteous customer service.
- Provided excellent customer service to patrons.
- Managed customer service inquiries and complaints.
Cemetery Representative
Riverside National Cemetery
2009.05 - 2009.01
- Assisted families, funeral homes, coroner's office, and military personnel in scheduling burials and viewings via phone, fax, and email.
- Assisted daily with staging funeral ceremonies for families as well as military personnel.
- Provided customer service by answering product and service related questions.
- Answered customer inquiries promptly and professionally.
- Answered phone calls and directed them to appropriate personnel.
- Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
- Established positive relationships with customers through effective communication techniques.
Education
Valley View High School
Moreno Valley, CaliforniaSkills
- Data Entry
- Appointment Scheduling
- Email correspondence
- Payment Processing
- Customer Service
- Documentation And Reporting
- Order Processing
- Inbound Customer Service
- Quality Control
- Billing Adjustments and Refunds
- Excellent Communication
- Remote Office Availability
- Shipping and receiving understanding
- Microsoft Office
- Customer Account Management
- Transaction Processing
- Inbound and Outbound Calling
- Product Knowledge
- Computer Skills
- Spanish and English Fluency
Languages
Spanish
Native/ Bilingual
English
Full Professional
References
References available upon request.
Timeline
Customer Care Representative (CCR)
Naval Station Norfolk
2016.06 - 2018.01
Front office/ Dispatcher
Pinnacle Aviation Academy
2015.12 - 2016.06
Office Representative
Moss Bros. Chrysler Jeep Dodge Ram highland
2015.01 - 2015.03
Customer Service
Lineage Logistics
2011.02 - 2014.10
Cemetery Representative
Riverside National Cemetery
2009.05 - 2009.01
Valley View High School
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