Amy Mayne

*** * *** ***. ********, CO,. ***** 303-***-**** ad0aa2@r.postjobfree.com Amy Mayne LinkedIn

Profile

Friendly and enthusiastic team player and leader able to inspire employees to perform their best. Data entry oriented and experienced call center experience from CSR to Manager with a passion for accuracy and attention to detail. A multi-tasker who excels at communication and de-escalation. I provide excellent customer service with an overall rounded job history. Regularly exceeds phone management, data entry requirements and personal goals. A master in the art of empathy and connections with customers.

Experience

STAY AT HOME MOM OF 5 KIDS FEB 2018 – CURRENT

Household Cleaning

Guardian of Twin girl/boy toddlers and teen

Shopping

Driver

Cleaning

Counselor

Enforcer

Spill Investigator

Dog & Child Walker

Family Leader

Financial Accountant

Budget Analysis

ADT SECURITY SENIOR SPECIALIST OCT 2008 – NOV 2018

·Maintained excellent customer service during stressful times, IE

hurricanes, security breaches and upgrading software.

·Contacted and updated local and statewide EMS services to correctly

identify responding AHJ for specific address.

·Completed special non phone related task during downtime between calls.

·Specialized in remote programming, downloading, installation, testing,

and instruction of pendants for emergency medical pendants.

·Knowledge providing real time quotes, processing payments, entering

parts, closing jobs and linking contracts.

·Confirmed all data was accurate and all requirements were met for

confirmation of test signals.

ADT SECURITY MENTOR 2009 – 2018

·Reviewed/updated intranet processes/procedures for changes and best

practices.

·Collaborated with other departments in the company for process and

procedures changes.

·Monitored recorded calls to ensure data accuracy.

·Side by side training to analyze reasons agent isn’t performing up to

standards.

ADT SECURITY TEAM LEAD 2010 – 2011

·Provided feedback for ways to improve data accuracy.

·Created and provided resources for training classes.

·Created schedules for weekly meetings with employees.

·Created spreadsheets to capture employee’s metrics.

·Performed side by side with employees.

·Answered questions via chat and completed calls for escalated

situations.

ADT SECURITY MANAGER 2011 – 2014

·Managed between 20 - 25 direct team members.

·Created monthly performance reports and annual reviews.

·Provided and sometimes disputed Quality Assurance reports for

employees.

·Monitored and enforced dress code and cell phone violations.

·Created incentive games based off performance.

·Managed and created special project groups for a resolution.

·Created, reviewed and delivered “toolkits” for individual performance

corrections.

·Created verbal, written, and final wright up to including termination

paperwork.

·Held team meetings to deliver updated policies.

·Weekly manager meeting to talk about changes and get best practices.

ADT SECURITY CONTROL BOARD 2011 – 2018

·Reported delays/outages from third party vendors for critical issues.

·Monitored/posted the response from third party vendors for real time

updates.

·Monitored call lengths and checked on agents if a call was outside

normal call handle times.

·Monitored ACW time or any unauthorized AUX time.

·Contacted employees with incorrect phone state to reduce the amount of

any unauthorized off the phone time.

DISH NETWORK CUSTOMER SERVICE REPRESENTATIVE AUG 2003 – SEPT 2008

·Explain charges/credits on bills and resolve complex billing scenarios.

·Define problems, collect data, establish facts and draw conclusions.

·Forwarded channel request for customers.

·Resolve customers technical, programming, contract and billing issues.

·Able to resolve a wide range of knowledge including billing, payments,

product features, technical support and escalation issues.

·Double checked data inputs for accuracy.

·Keep records of customer interactions or transactions, recording

details of inquiries, complaint, or comments as notes were taken.

·Solicit sales for new or additional services.

Education and Training

HIGH SCHOOL

TOUCH TYPING HIGH SCHOOL 1990 THOMAS JEFFERSON HIGH SCHOOL

10 KEY TYPING HIGH SCHOOL 1990 THOMAS JEFFERSON HIGH SCHOOL

GENERAL EDUCATION DEVELOPMENT MAY 1991 WARREN TECHNICAL SCHOOL

DISH NETWORK

CUSTOMER SERVICE TRAINING AUG 2003 DISH NETWORK

EMPATHY TRAINING AUG 2003 DISH NETWORK

UP SELLING TRAINING MARCH 2004 DISH NETWORK

WINBACK/RETENTION TRAINING JUNE 2004 DISH NETWORK

MENTOR TRAINING AUG 2004 DISH NETWORK

TECHNICAL TROUBLESHOOTING TRAINING FEB 2005 DISH NETWORK

OUTBOUND SALES TRAINING JAN 2006 DISH NETWORK

ADT SECURITY

TIER I PROGRAMMING TRAINING AUG 2008 ADT SECURITY

RADIO PROVISIONING & 2WAY TESTING TRAINING AUG 2008 ADT SECURITY

ADMIN, CITRIX & INFORMIX TRAINING AUG 2008 ADT SECURITY

SANDBOX & NICAD TRAINING AUG 2008 ADT SECURITY

MASTERMIND AUG 2008 ADT SECURITY

OUBOUND AUTHORITIES HANDLING JURISDICTION TRAINING FEB 2009 ADT SECURITY

TIER II PROGRAMMING TRAINING MARCH 2009 ADT SECURITY

SMARTTHINGS, ALARM.COM & RING PROGRAMMING MARCH 2009 ADT SECURITY

ADEMCO, ITI & DSC PROGRAMMING TRAINING MARCH 2009 ADT SECURITY

GE CADDX TRAINING MARCH 2009 ADT SECURITY

MENTOR TRAINING MAY 2009 ADT SECURITY

SPECIAL PROJECTS TRAINING SEP 2010 ADT SECURITY

TEAM LEAD TRAINING FEB 2010 ADT SECURITY

CONTROL BOARD TRAINING FEB 2011 ADT SECURITY

DE-ESCALATION TRAINING FEB 2011 ADT SECURITY

ROOT ANALYSIS TRAINING JUNE 2011 ADT SECURITY

MANAGEMENT TRAINING SEPT 2011 ADT SECURITY

ORACLE TRAINING SEPT 2011 ADT SECURITY

ADP TRAINING SEPT 2011 ADT SECURITY

AUBREY DANIELS TRAINING OCT 2011 ADT SECURITY

TIER III PROGRAMMING TRAINING MAY 2015 ADT SECURITY

BOSCH SOFTWARE MAY 2015 ADT SECURITY

VIVALDI SOFTWARE TRAINING MAY 2015 ADT SECURITY

SKILLS & ABILITIES

·Active listening skills

·Time Management

·Data Entry Accuracy

·Problem solving skills.

·Customer Personality Type Training

·Troubleshooting

·Scheduling & Changes

·

·Multi-Tasking

·Lowest data errors

·Customer service

·Positive Reinforcement Skills

·Control Board

·Payroll

·10 Key

·Touch typing

Activities and Interests

Theater, church, arts and crafts, chess, skiing, travel, video games, swimming, water skiing, horseback riding, and archery.

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