Amy

Patterson-Diaz

Experienced Remote Worker

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Organized and motivated, eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

ABOUT ME & PERSONAL SKILLS

Hello my name is Amy, I'm a wife and mom of 6 kids and 1 granddaughter. Believe me when I tell you I'm self motivated, Energetic Self-Starter and Multi-Task Management after chasing kids all day. Negotiation skills have never been so intense before. I carry excellent communication skills and Dispute Mediation as well as a professional demeanor while problem solving skills. Of course very in depth Strategic Planning, and Superb Time Management. I'm Friendly and Outgoing at the same time I'm resolving conflict and Creative Problem Solving, critical thinker. Most of these skills I have learner the most from being a Wife and a Mom.

Remotely working

Oil City, PA 16301

814-***-****

ad3erl@r.postjobfree.com

PROFESSIONAL SKILLS

Promotional Support

Business Development

Sales Development

Product Sales

MeetingDeadlines

Service-Oriented

Product Recommendations

Sales Forecasting

Stocking and Replenishing

Documentation and Recordkeeping

Verbal and Written Communication

Shipment Processing,

POS System Operation

Positive and Professional

Exceptional Customer Service

Relationship Selling

Inventory Tracking

Inventory Control Procedures

Exceeds Sales Goals

Cash Register Operation

B2B Sales

Fraud Detection

Sales Training

Market Research and Analysis

Scheduling

Data Collection, Data Entry

Paperwork Processing,Report Generation,

Inbound and Outbound Calling,

Order Processing

Contract Preparation

Payment Processing

Retail Loss Prevention

Customer Needs Assessment

Upselling and Cross-Selling

Appointment Scheduling

Account Updating

Call Management

Customer Relationship Management (CRM)

Fraud Detection

Cash Handling Accuracy

Excellent Communication Skills

Policy and Procedure Adherence

Client Account Management

Reliable and Punctual, Excellent Communication Skills, Outgoing Personality

Minute Taking, Clerical Support

Professional Telephone Demeanor

Report Preparation

Call Triaging

Microsoft Office Expertise, Google Drive,

Quality Assurance Controls

Typing 65 WPM

Prioritization

System Implementation

Customer Consulting

Call Center Operations

Credit Card Payment Processing

Customer Relations

Microsoft Excel, Microsoft Office Suite, Microsoft Outlook Calendaring

Technical Support

Senior Leadership Support

Researching

Retail Sales Customer Service

Quality Control

Client Relations

Travel Planning

Executive Management Support

Multi-Line Telephone System Operation

Employee Communication

Social Media Management

File Management

Recruiting and Interviewing

Task Delegation

Employee Performance Evaluations

Hiring and Training

Contract Management

Employee Performance Evaluation

Policy Administration

Team Motivation, Staff Supervision

EXPERIENCE

● Harbor Freight - Sales Associate

Cranberry, PA 07/2023 - Current

Helped customers find specific products, answered

questions and offered product advice.

Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices. Engaged customers in friendly, professional dialogue to determine needs.

Assisted teammates with sales-processing tasks to meet daily sales goals.

Used technology resources to assist customers in locating and selecting items.

Sold various products by explaining unique features and educating customers on proper application or usage. Built and maintained relationships with peers and upper management to drive team success.

Developed trusting relationships with customers by making personal connections.

Maintained cleanliness of store environment including floors, windows, displays.

Performed cashier duties such as accepting payments, issuing receipts and counting money back change.

Suggested ideas for improving store operations and increasing profits.

Organized stockroom shelves according to size, color or style.

Upsold additional items based on customer interests and needs.

Adhered to company initiatives and achieved established goals.

Built relationships with customers to encourage repeat business.

Restocked shelves as needed to ensure sufficient inventory levels.

Collected payments and provided accurate change.

Worked with fellow sales team members to achieve group targets.

Assisted customers with product selection, sizing and styling.

Answered incoming telephone calls to provide store, products and services information.

Provided accurate information about products, prices and services.

Completed daily recovery tasks to keep areas clean and neat for maximum productivity.

Greeted customers and provided exceptional customer service.

Ensured compliance with all safety regulations while handling hazardous materials.

Handled customer complaints in a professional manner. Attended weekly team meetings to review performance goals and objectives.

Exchanged merchandise for customers and accepted

returns.

Unboxed new merchandise and restocked shelves in

appealing and organized arrangements to promote items. Opened and closed cash registers by counting money, separating charge slips and balancing drawers.

● Instacart - Personal Shopper

San Francisco, CA (REMOTE) 07/2023 - Current

Exceeded customer expectations consistently as evidenced by highest feedback ratings, frequent repeat customers and increasingly high tips.

Communicated with customer to confirm clarity of order, shopped at additional stores if necessary and expedited order transfer to delivery driver.

Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.

Practiced clean and sanitary shopping with minimal product handling and used safety kits diligently to protect customers and others.

Listened to customer needs to identify and recommend best products and services.

Maintained positive relationships with grocery store personnel by being consistently professional and friendly. Greeted customers and answered product or service

questions.

Secured and stored items until customer pickup.

Satisfied customers with quick, accurate service under tight deadlines.

Followed application instructions closely and reviewed deliveries to minimize errors.

Asked store associates for help locating missing products. Suggested comparable products to replace out-of-stock items.

Completed pickup and shopping orders for customers within local area.

Assisted customers in selecting items that met their individual needs and preferences.

Provided gift wrapping services for purchased items upon request from customers.

Maintained a high level of customer service while ensuring customer satisfaction.

Inspected returned merchandise for damage or defects before placing it back on display.

Maximized hourly rate by organizing shopping trips and planning efficient routes.

Identified customer needs by asking questions and

advising on best solutions.

Increased profitability and revenue by generating

$[Amount] in sales.

● Dial America - Customer Service Specialist

Erie, PA 10/2017 - 06/2022

Assisted customers with making payments or establishing payment plans to bring accounts current.

Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Documented customer correspondence in CRM to track requests, problems and solutions.

Upheld quality control policies and procedures to increase customer satisfaction.

Evaluated and authenticated returns, exchanges and voids. Monitored phone calls to provide feedback and coaching. Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction. Maintained knowledge of company products and services to promptly resolve complaints and concerns.

Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.

Set clear expectations and helped employees pursue optimal paths for achieving each target.

Processed documentation and troubleshot discrepancies to build client rapport.

Monitored staff performance to ensure adherence to customer service standards.

Audited customer account information to identify issues and develop solutions.

Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.

Explained benefits, features and recommendations to maximize client retention.

Created reports on customer feedback, complaints, and suggestions for management review.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Provided exceptional customer service to ensure customer satisfaction.

Resolved customer inquiries and complaints requiring management-level escalation.

Proposed or approved modifications to project plans. Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

● Graphic Concepts - Metal Photo

Erie, PA 11/2010 - 10/2017

Follow safety protocols when operating fabricating machines.

Measured and marked cutting and bending lines according to instructions.

Smooth seams between sections of sheet metal with a hammer and dolly combination tool set.

Calculated cost, labor and material needs for fabricating projects.

Set up and operated rollers, flame cutters and drill presses. File rough edges of metal after cutting operations are completed.

Read blueprints and diagrams to determine the specified dimensions, tolerances, and materials necessary for fabrication.

Provided on-the-job training and coaching for new team members.

Clean work area after each shift is completed to maintain a safe working environment.

Performed cutting work while adhering to blueprints and design specifications.

Maintain accurate records of all production activities including number of pieces produced per hour.

Processed large volumes of film negatives quickly while maintaining high standards of quality control.

Adjusted controls on machines to regulate temperature, pressure, time, and other factors necessary for proper development of photo images.

Kept accurate records of daily production output.

● West Corporation - Customer Service

Representative

Erie, PA 09/1999 - 06/2010

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Educated customers on special pricing opportunities and company offerings.

Promoted high customer satisfaction by resolving

problems with knowledgeable and friendly service.

Set up and activated customer accounts.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Made outbound calls to obtain account information. Upheld quality control policies and procedures to increase customer satisfaction.

Consulted with customers to resolve service and billing issues.

Demonstrated excellent communication skills in resolving product and consumer complaints.

Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices. Answered inbound calls, chats and emails to facilitate customer service.

Fielded customer complaints and queries, fast-tracking for problem resolution.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Asked probing questions to determine service needs and accurately input information into electronic systems. Informed customers about billing procedures, processed payments and provided payment option setup assistance. Tracked orders from start to finish to ensure timely delivery of goods or services.

Provided excellent customer service to resolve customer complaints in a timely manner.

Developed strong customer relationships to encourage repeat business.

Developed strong relationships with customers by

providing personalized assistance and support.

Answered customer inquiries and provided accurate

information regarding products and services.

Identified areas of improvement in customer service processes and suggested changes accordingly.

Assisted customers with product selection, ordering, billing, returns, exchanges and technical support. Used proven techniques to de-escalate angry customers during telephone interactions.

Improved customer service wait times to mitigate

complaints.

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Mentored new employees on procedures and policies to maximize team performance.

Maintained detailed records of customer interactions, transactions and comments for future reference.

Adjusted bills and refunded money to resolve customers' service or billing complaints.

Presented existing and prospective customers with

valuable service or product information to aid in

decision-making.

Exceeded established service goals while leveraging customer service, sales and employee management best practices.

Determined accurate prices for [Type] customer services, consistently searching for deals and best prices.

Prepared and evaluated CRM reports to identify problems and areas for improvement.

Led on- and off-site customer support teams across multiple time zones.

Prepared and sold broad range of customized merchandise to individuals and commercial accounts.

Improved product knowledge on continuous basis to

provide optimal service and achieve sales quotas.

Excelled in exceeding daily credit card application goals. Provided top quality control and eliminated downtime to maximize revenue.

Reached out to customers after completed sales to suggest additional service or product purchases.

Oversaw warranty counseling process to manage expense controls.

Collected deposits or payments and arranged for billing. Engaged in conversation with customers to understand needs, resolve issues and answer product questions. Recommended improvements in products, service and

billing methods to management to prevent future

problems.

EDUCATION

High School Diploma

Fort Leboeuf Senior High School

Waterford,

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