Level Work Service Representative

Sheila Ampomah

571-***-**** Dumfries, VA ***** ***************@*****.*** www.linkedin.com/in/sheila-ampomah

PRODUCT OWNER

CUSTOMER-FOCUSED MANAGEMENT TEAMWORK

Entry-level work experience specializing in product owner, Scrum, Agile, and business analysis. Proven success as a product owner, figuring out client needs to deliver client-driven solutions, not just products.

WORK EXPERIENCE

Aburi Gardens International Restaurant – Woodbridge, VA Jan. 2017 – Present

General Manager

Restaurant Manager with experience managing a high quality and fast paced four-star restaurant. Excellent marketer with proven ability to design and implement customer retention strategies.

Assisted in the planning and design of the front and kitchen of the restaurant prior to the Re-Opening.

Increased the profit margin of select menu items by 20% by switching to a local supplier with lower ingredients cost.

Perform facility walk throughs to assess cleanliness and preparedness at beginning and end of shifts.

Produced monthly reports detailing sale trends.

Maintained a 4.6-star rating on Google and Yelp.

Create segment-specific product positioning and value propositions based on customer insights.

GEICO – Fredericksburg, VA Apr. 2022 – Aug. 2022

RETENTION REPRESENTATIVE I

Interacted with customers to supply information in response to inquiries about products and services and to manage and resolve complaints.

66.95% Retention Save Rates within 3 months.

Resolve customer disputes through special company initiatives designed to promote an excellent customer experience.

Retained 13% policyholders by selling home insurance with bundling options.

GEICO – Fredericksburg, VA Oct. 2021 – Apr. 2022

CUSTOMER SERVICE REPRESENTATIVE II

Interacted with customers to supply information in response to inquiries about products and services and to manage and resolve complaints.

92.15% Excellent Surveys average out of the whole region

Properly address a customer's needs the first time they call achieving a 91.26% First Call Resolution.

Sold several types of insurance policies to consumers.

Experience supplying outstanding customer service by highlighting ability, fostering trust and growing customer satisfaction

Received a grade level 61 promotion within 6 months

Fairfax County Health Department – Fairfax, VA Oct. 2016 – Oct. 2021

SCHOOL HEALTH AIDE

School Health Aides supply care for students who are ill or injured, including first aid, emergency care, and administration of medications or treatments in routine and non-routine situations at the school of assignment within Fairfax County.

Deployed as Flow Control during the Pandemic to aid with individuals to get their COVID-19 vaccinations due to being a First Responder.

Aided vaccinating 15,000+ individuals during Pandemic 2019 and created project plan to ensure flow of the vaccination process fit customer and stakeholders needs.

Facilitate the administration of medication.

EDUCATION

Virginia State University- Petersburg, VA

Bachelor of Science – Major in Health and Physical Education, Double Minor in Health Science & Biology, Dec. 2015.

Scrum Alliance, NextUP Solutions LLC.

Certified Scrum Product Owner (CSPO)- Sept. 2022

CERTIFICATION

Certified Scrum Product Owner (CSPO)- Scrum Alliance, Sept. 2022.

PROFESSIONAL SKILLS

Project Management

Product Management

Scrum

Agile

User Stories

Mural

Innovative

Customer-focused

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