Amanda Howard

** ***** ** **

Rome, GA *****

Summary

Working at Morley Companies, Inc gave me the opportunity to work in the Customer Service Industry again.

Working in Chicken Houses began as a necessity, but it gave me the opportunity to expand my skills and experiences to allow me to be qualified in more industries other than just the telecommunications industry. I have 17 years of experience, including as an Inside Sales Representative and as a Customer Service Representative in the Telecommunications Industry working with landline phone service, satellite TV services, internet services and more recently Prepaid Wireless service. I have worked as an Inside Sales Representative at Salesmakers, Inc from May 2014 to February 2017 inside Walmart. I worked in a call center for BellSouth/AT&T from April 2000 to March 2012 during which I worked a wide range of job duties from inbound sales calls to handling complaints that came from various organizations such as the FCC, PSC, BBB, and the President's office. My skills and experiences include the following: sales and customer service in the telecommunications industry in both call center and retail environments. I attended Georgia Highlands University (previously Floyd College) from September 1996 to May 1998 after graduating from Coosa High School with High Honors in June 1996.

Skills

Administration, Basic, Billing Systems, Bookkeeping, Call Center, Call Center Technical Support, Cell Phone Instruction, Claim And Billing Resolution, Customer Complaint Resolution, Customer Service, Customer Service Best Practices Identification, Customer Service Training, Database Administration, Email, Fax, Financial Statements, General Office Duties, Inside Sales, Instruction, Letters, Meeting Facilitation, Microsoft Access, Microsoft Excel, Microsoft Word, Payroll Processing, Retail Sales, Spreadsheets, Technical Support, Telecommunications, Wireless

Experience

Morley Companies, Inc

GM Dealer Business Center

Universal Customer Service Agent

Remote/Work at Home

February 2022 to Current

I started working at Morley Companies Inc from home in February 2022 as a Universal Customer Service Agent on the GM Dealer Business Center team. I assisted dealers with their questions and concerns ranging from order status to incentive investigation to trouble with logging into systems to assisting with service orders and warranty claims.

Below are the job functions along with their description that I performed at Morley Companies, Inc.

GM Order Fulfillment: looked up status of orders and tracking of shipment of vehicles, escalated any qualifying concerns as needed

GM Sales: investigate any incentives (credits/discounts) that the dealer applied for and advise as to why it rejected and escalate as needed

GM Service: investigate any service orders/job cards on warranty claims that the dealership was having trouble with it rejecting and advise how to get the job card to update to accepted status in order for the dealership to be paid for the work and escalate as needed

GM Apps/GlobalConnect Helpdesk: assist dealers with troubleshooting IT issues with signing into different applications, resetting passwords and unlocking accounts, investigate any disputes with sales leads that the dealers have, and escalate as needed

GM New Vehicle Damage: review transportation claims submitted when dealers have received a new vehicle that has damage, review the claims to make sure the dealers have included the proper documents, which include delivery receipt, letter of notifications for damages on vehicles that were delivered after hours and for concealed damages along with confirmation of the letter of notification being sent with date and time stamp, preliminary estimate and repair estimates along with color pictures in order to either authorize or reject the claim

This is a 100% Work at Home position. The programs I use begin with a GM remote desktop application VMWare, which allows me to keep my personal computer desktop and programs separate from GM programs and information. Advisor Workbench is the online telephone system where the inbound calls come through and where outbound calls are made. This is also the system where the cases are created for the calls. GM Mainframe is used to access VTIMS (used to view shipping status of pending orders for vehicles) and BARS (used to view incentives and orders/invoices on vehicles). Web-based programs such as Global Connect, which accesses the other web-based programs such as Order Work Bench, Global Warranty Management, Apps (over 100 different applications GM has for different services offered), Microsoft Teams is how I stayed in constant contact with my team.

Working at Morley Companies, Inc gave me the opportunity to work in the Customer Service Industry again.

Shuler Farms, Plainville, GA

Chicken House Manager

September 2017 to April 2021

I started out working 4 chicken houses for Jeremy Shuler. My daily duties include picking up dead chickens and killing crippled or small chickens and disposing of them. We keep birds from the day they hatch until 35 days old. For the first 10 days, I had to fill extra feed pans with feed using a wheel barrel. During time we did not have birds, I assisted with cleaning the houses out to get prepared for the next flock which included several tasks such as using industrial size backpack blower to blow down cobwebs, blow out feed pans, blow off vent panels and fans along with cleaning out the side rooms where the Rotem control panels are located.

In February 2019, Jeremy Shuler quit the chicken business. His mother Darlene Shuler had 7 chicken houses of her own and I began working for her. Her worker also had quit around the same time that Jeremy quit, which not only increased the number of houses I worked but also the duties as well. I had to learn how the systems worked along with when each step had to be handled during the flock from beginning to end along with in between flocks such as when we would allow the chickens access the houses from half house to full house, when feed types changed, when to raise water lines and feed lines, etc. I also had to learn how to drive and operate a Bobcat and John Deere Tractor. Darlene Shuler ended up buying Jeremy Shuler’s four chicken houses and assumed the loan he had gotten for the two new chicken houses that were already in the process of being built. I started out working 4 chicken houses to 7 houses then 11 houses and then the completion of the 2 new houses made a total of 13 chicken houses. I not only picked up the dead chickens and killed the crippled and small chickens, but I also made sure all houses were operating and running smoothly for all the houses 24 hours a day. If the alarms went off, I got the call first and went to handle anything from feed stopped for either running out or something hung up in the feed lines to there being problems with the ventilation systems. The alarms would go off all day and night long.

ForEvergreen Landscaping, Rome, GA

Office Assistant

March 2017 to August 2017

Prepared invoices. Handled information requests. Arranged conference calls. Scheduled meetings. Greeted visitors and determined whether they should be given access to specific individuals. Ordered supplies. Answered and screened incoming phone calls. Took messages. Prepared documents using Microsoft Word, Excel. Filed and retrieved records. Assisted with client billings. Maintained daily appointment calendars. Filed and retrieved corporate documents, records, and reports. Greeted visitors and determine whether they should be given access to specific individuals. Interpreted administrative and operating policies and procedures for employees. Managed and maintained executives' schedules. Opened, sorted, and distributed incoming correspondence, including faxes and email. Performed general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work. Prepared invoices, reports, memos, letters, financial statements, and other documents, using word processing, spreadsheet, database, and presentation software. Processed payroll information.

Salesmakers, Inc., Rome, GA

Brand Ambassador

May 2014 to February 2017

Greeted customers and ascertained what each customer wanted and needed. Helped customers find what they wanted. Showed customers how to use and care for merchandise. Helped customers choose items. Answered customer questions. Kept current with sales and promotion. Kept sales records. Placed special orders. Found out of stock items at other stores. Demonstrated, used and operation of merchandise. Described merchandise and explained use, operation, and care of merchandise to customers. Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices. Maintained records related to sales. Placed special orders and call other stores to find desired items. Recommended, selected, and helped locate and obtain merchandise based on customer needs and desires. Answered questions regarding the store and its merchandise. Cleaned shelves, counters, and tables.

BellSouth/AT&T, Kennesaw, GA

Customer Service Representative

April 2000 to March 2012

Used software tools including: BOCRIS, SOCS, RNS, MICROSOFT, ETC. Spoke with customers by phone. Provided information about products and services. Took and recorded orders. Received and processed incoming phone calls from customer or client base. Recorded details of customer transactions, interactions, inquiries, complaints, comments. Ensured that appropriate changes were made to resolve customer concerns. Effectively identified customer concerns over the phone. Arranged for billing. Communicated with a clear, distinct voice. Maintained effective working relationships with customers. Maintained a positive and professional phone demeanor. Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Obtained and examined all relevant information, assessed validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills. Referred unresolved customer grievances to designated departments for further investigation. Resolved customers' service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. Solicited sale of new and additional services and products. Checked to ensure that appropriate changes were made to resolve customers' problems. Contacted customers to respond to inquiries and to notify them of claim investigation results and any planned adjustments. Determined charges for services requested, collected deposits and payments, and arranged for billing. From 2002 to 2007, I was on the Executive Appeals team where we handled complaints that came through the President’s office, Better Business Bureau, Federal Communications Commission, Public Service Commission. It was while holding this position that I received the #1 in Customer Service Award.

Honors

In 2005, I received #1 in Customer Service Award at AT&T. I was one of the first representatives to receive this award while working in a back- office environment, which only had a few groups that required contact with customers.

Licenses

Georgia Driver’s license, Regular

Education

Coosa High School, Rome, GA

August 1992 through June 1996

I graduated with high honors with a GPA of 3.8 earning my high school diploma. I enjoyed being on the Color Guard Squad with the Marching Band along with being in the Drama Club where I worked with the backstage crew during the school play my sophomore year, was the Director my junior year, and then I had a part in the play my senior year.

Georgia Highlands College

September 1996 through May 1998

I took my core curriculum classes that are transferrable to another University.

References

Kimberly Daras, Office Manager at ForEvergreen Landscaping, 706-***-****

Tim Donovan, Sales Director at Salesmakers, Inc., 407-***-****

Rhonda Griffin, Assistant Manager at AT&T, 706-***-****, adt7f1@r.postjobfree.com

Contact Information

Linked In Profile: https://www.linkedin.com/in/amanda-howard-51146072

Email: adt7f1@r.postjobfree.com

Phone: 706-***-****

Address: 13 Cameo Dr NW, Rome, GA 30165

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