Amanda Baldwin

Memphis, TN *****

ad478x@r.postjobfree.com

901-***-****

Reliable and enthusiastic retail a customer service professional with experience in a call center setting as a customer service representative, office and clerical knowledge, retail store management as well as expertise in being a hotel guest service/front desk agent. Highly Skilled in schedule management, payroll administration, customer engagement, problem resolution and various software operations such as Microsoft Office 365, google Workspace, KPI, CRM, POS Systems, RFID scanners, Quickbooks and other various Software. Known for remaining poised and calm in busy and hectic environments. Highly-motivated with a desire to take on new challenges with Strong work ethic, adaptability, and exceptional interpersonal skills, I can effectively work unsupervised utilizing my already acquired skills while quickly learning and mastering new skills.

Work Experience

Call Center Representative

Pro-Call Solutions LLC. - Memphis, TN

March 2022 to Present

• Answered incoming calls from customers, providing prompt and accurate information; Provided product recommendations based on customer needs

• Made outbound sales calls to potential customers to promote products and services; Documented sales call data in company software.

• Provided technical support when needed regarding product installation, usage, troubleshooting; Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.

• Stayed current on relevant product and service offerings as well as competitor pricing models; Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.

• Processed orders, forms, applications, and requests accurately and efficiently; Analyzed data collected during each call in order to identify trends in customer feedback. Assistant Store Manager of Operations

SPARC Group LLC/Forever21 - Jackson, MS

February 2015 to January 2022

• Supported the Store Manager in all aspects of daily execution of customer service, sales, opening and closing store procedures to include cash reconciliation, banking, reporting, security and development of personnel while staying true to the Forever 21 brand while performing the following duties:

• Assists Store Management in all aspects of daily shift management, including customer relations, inventory control, stock room, till/point of sale, procedural tasks and paperwork, visual merchandising, opening and closing the store

• Trained and coached store associates to promote and execute team, store, and company performance while assisting with planning,implementing, and executing change in regards to company initiatives in order to improve organizational performance

• Supervised shipments deliveries, transfers of merchandise, and POS systems in order to produce accurate inventory results as well as strived to understand the customer’s needs and wants to benefit the overall customer experience.

• Demonstrated a high business acumen including, but not limited to, an in depth knowledge of the store’s key performance indicators, inventory movement, and sales performance

• Embraced accountability and sets attainable goals for store sales, metrics, and personnel development while taking Accountability for key decision making to influence change, sales, customer service

• Provided security & loss prevention in store for accurate inventory and merchandise flow to minimize company shrink as well as Upheld all company policies, procedures, and standards regarding personal and store sales/performance metrics.

• Embraced accountability and sets attainable goals for store sales, metrics, and personnel development while taking Accountability for key decision making to influence change, sales, customer service

• Provided security & loss prevention in store for accurate inventory and merchandise flow to minimize company shrink as well as Upheld all company policies, procedures, and standards regarding personal and store sales/performance metrics.

Front Desk Guest Service Representative

Holiday Inn Hotel and Suites - Memphis, TN

May 2011 to November 2014

• Completed daily paperwork including reports on occupancy levels, room availability status updates and other records as needed; Maintained accurate records of guest accounts using property management system

• Greeted guests upon arrival, confirmed reservations and provided information about the hotel and local area;Answered incoming calls from guests in a professional manner while providing assistance to callers in a timely fashion

• Checked in and checked out guests, processed payments and handled cash transactions; Maintained up-to-date knowledge of hotel services, amenities, rates, special packages and promotions.

• Performed bookkeeping activities to balance accounts and conduct nightly audits; Issued room keys and escort instructions to bellhops.

• Transmitted and received messages using telephones or telephone switchboards; Cleaned and maintained lobby and common areas by restocking supplies and watering plants. Office Assistant/Customer Service Representative

Astro Autoglass Inc. - Memphis, TN

July 2005 to April 2010

• My family owned this business since 1970 so I grew up helping my mom in the office my earliest memories was making copies and handing them to my mother, among other duties including-

• Reviewed files, records and other documents to obtain information or responding to requests; Copied, sorted and filed records of office activities and business transactions.

• Provided administrative support including copying and scanning documents, filing paperwork, and ordering supplies; Kept office area clean and organized at al l times; Assisted in developing and implementing important operations and procedures, such as managing calendars, scheduling appointments, preparing and maintaining financial reports and records.

• Answered incoming calls in a professional manner and directed callers to the appropriate personnel; Created spreadsheets using Microsoft Excel to track expenses and other financial data related to the office budget

• Collected cash and credit card payments, issued receipts aas well as updating accounts to reflect new balances; Troubleshot office equipment, computer hardware and software issues.

• Collected and entered payment data into system, maintaining complete confidentiality and accuracy; Opened, sorted, and routed incoming mail while preparing outgoing mail; Typed, formatted, and edited correspondence emails, among other important documents. Education

Associate of Applied Science in Management with Accounting & Finance Concentrations

Tennessee Career Institute/Online - Remote

November 2023 to Present

High school diploma

Our lady of Holy Cross High School - Memphis, TN

August 2006 to April 2009

Skills

• Store management (5 years)

• Micros POS (5 years)

• Microsoft Office (4 years)

• Clerical experience (4 years)

• Cash management (10+ years)

• Hotel experience (3 years)

• Phone etiquette (5 years)

• Multi-line phone systems (3 years)

• Customer service (5 years)

• Google Suite (3 years)

• Retail sales (5 years)

• Staff training (3 years)

• Leadership (4 years)

• Employee relations (3 years)

• Organizational skills (7 years)

• Interpersonal skills (5 years)

• Productivity (3 years)

• Payroll management (4 years)

• Adaptability (3 years)

• 40+ WPM (7 years)

Certifications and Licenses

Microsoft Office Specialist

September 2022 to Present

• Certified in Word, Excel, PowerPoint, and Outlook.

• Proven ability to create and edit documents, spreadsheets, presentations, and emails.

• Experienced in using macros, templates, and pivot tables in Microsoft Excel.

• Collaborated with teams on SharePoint and OneDrive using Microsoft Office Suite.

• Troubleshot tech issues in the Microsoft Office Suite. Driver's License

February 2021 to February 2029

ID Number:108969113

DD Number:1702102091426973

Certified Sales Executive (CSE) by Sales and Marketing Executives International (SMEI)

January 2021 to Present

The Certified Sales Executive (CSE) certification, offered by Sales and Marketing Executives International (SMEI), is designed for sales professionals aiming to enhance their strategic sales leadership skills. This certification focuses on advanced sales management techniques, customer relationship building, strategic planning, and ethical practices. Candidates will gain a comprehensive understanding of effective sales strategies and best practices, preparing them to excel in high-level sales and marketing roles. The CSE program involves rigorous coursework and an examination, ensuring that certified individuals meet the global standards of sales excellence. Certified Professional Sales Person (CPSP) By The National Association of Sales Professionals (NASP)

July 2020 to Present

The Certified Professional Sales Person (CPSP) certification, offered by the National Association of Sales Professionals (NASP), is designed for sales professionals seeking to enhance their sales techniques, improve their communication skills, and increase their overall sales performance. This certification focuses on the psychology of selling, advanced sales strategies, and ethical sales practices. Through a combination of coursework and practical application, candidates learn to build stronger customer relationships, close more deals, and navigate complex sales processes effectively. The CPSP is ideal for individuals looking to validate their expertise and commitment to their sales career. Certified Professional Sales Leader (CPSL) National Association of Sales Professionals (NASP)

August 2022 to Present

The Certified Professional Sales Leader (CPSL) certification, offered by the National Association of Sales Professionals (NASP), is designed for sales managers and executives aiming to enhance their leadership skills and drive team performance. This certification focuses on advanced sales strategies, coaching techniques, and leadership principles to build high-performing sales teams. CPSL holders demonstrate a commitment to excellence in sales leadership and a deep understanding of how to create sustainable revenue growth through effective team management. CPR, BLS, First aid, & AED Certifications by The American Heart Association Training Services

February 2023 to February 2025

The American Red Cross, American Heart Association, and other organizations offer CPR, BLS, first aid, and AED certification and training.CPR certification tests your ability to recognize a cardiac event and provide chest compressions and artificial ventilation.AED certification tests your knowledge of administering an electric shock to the heart using AED equipment. Heartsaver Certification in Bloodborne Pathogens

January 2024 to January 2025

Heartsaver Bloodborne Pathogens Online taught me how to protect myself and others from being exposed to blood or blood-containing materials. This course is designed to meet OSHA requirements for bloodborne pathogens training and the convenience of completing the course at my own pace wherever i had access to the Internet. It includes interactive exercises and videos to engage me and provided periodic points of knowledge transference, along with audio and transcripts.

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