Customer Service Management
Resume:
A dedicated and determined colleague with over seven years experience providing business
support to employees. Areas of expertise include proactively identifying and managing risk, customer and client focus, process improvement and development as well as training and development.
Bank of America Security Operations Specialist II January 2009 – Present Monitor Bank of America’s initial response to critical security and life safety incidents while providing guidance to employees and customers involved in the crisis.
Review and analyze security and life safety information from a variety of sources and contacts
Display exceptional multi-tasking skills and prioritize responses to crisis situations
Provide initial guidance, support and training to employees involved in robberies, kidnappings and other crimes.
Train and onboard new employees while implementing new training material and techniques.
Develop and improve security processes, policies and procedures.
Identifying and managing risk
Incident Management
Identity and Access Management
SharePoint design, changes and maintenance
Communication Chair – Employee Network (IGEN)
Exceptional communication and relationship building skills
Manage relationships with key vendors and law enforcement officers
Monitoring, troubleshooting and remote maintenance on security alarm equipment.
Utilize call quality and management systems (NICE) to improve customer service and expose areas of improvement
Pro Athlete, INC DC Associate November 2012 – May 2013 Fulfill retail orders while maintaining an above average accuracy and production level.
Maintain a successful and timely shipping rate for all packages
Work with little to no supervision
Hallmark Cards Retail Order Processer August 2007 – June 2008 Fulfill retail orders while maintaining an above average accuracy and production level.
Maintain a successful and timely shipping rate for all packages
Manage and present safety meetings and trainings to all employees
Conduct and inspect safety inspections of the entire facility
Report findings and solutions to senior leadership QuikTrip Assistant Manager February 2007 – August 2007 Manage, lead and train employees while maintain accurate transaction records and providing exceptional customer service
Provide guidance and training to 4-5 team members per shift
Complete cash audits
AmandaCaruthers
Education
Bachelor’s of Science – Human
Resources & Business
Management
Park University:
Kansas City, MO
Degree Received: 7/2014
Associates of Arts – Business
Management
Maple Woods:
Kansas City, MO
Degree Received: 5/2009
700 Park St
Lathrop, MO 64465
***********@*******.***
Skills/Achievements
Microsoft Applications
Security Systems –
Mastermind, CCTV, NICE,
Avaya, One Facility;
Incident Management;
Card Access
Excellent communication
during difficult situations
Leading, training and
motivating teammates
Establishing training
programs
Project Management
Communications
Committee chair for
employee network
Designing, creating, and
implementing
procedures and policies
Analytical skills
Safety processes and
procedures
Missouri Notary Public
(expires 8/17/2017)
Professional Summary
Work Experience
Contact this candidate