Customer Service Program Manager
Resume:
C O N T A C T A B O U T M E
W O R K E X P E R I E N C E
AMANDA COLE
S K I L L S
Talent Acquisition & Recruiting
(Sourcing, Phone Screens,
Onboarding)
Employee Training &
Development
Customer Service Leadership
Performance Evaluation &
Coaching
Operational Process Improvement
Data Analysis & Reporting
Strategic Program Management
Conflict Resolution & Problem
Solving
Compliance & Safety Protocols
*************@*****.***
San Luis Obispo, CA
Versatile administrative and operations professional with 8+ years of experience supporting executive teams, managing office operations, and leading cross-functional initiatives. Skilled in process improvement, staff training, scheduling, and customer service in fast-paced healthcare and business environments. Known for streamlining workflows, maintaining compliance, and delivering excellent internal and external communication.
Program Manager
Atlas Lift Tech December 2023 – Present
Supervised a team of 6 mobility technicians, ensuring adherence to safety protocols and efficient operations. Sourced, screened, and recruited candidates for mobility technician positions, utilizing job boards and direct outreach.
Conducted initial phone interviews and coordinated hiring processes to ensure timely onboarding. Developed and implemented strategies to reduce employee injuries and enhance patient safety, resulting in a 50% decrease in worker injury rates within the first 6 months. Facilitated new hire onboarding, ensuring proper training and integration into hospital environments. Collaborated with hospital leadership to align program objectives with organizational goals and regulatory requirements.
Analyzed program outcomes and data to drive continuous improvement efforts, contributing to enhanced safety measures and patient care.
Managed performance evaluations for new hires during their first 90 days, providing coaching and feedback for improvement.
Facilitated training sessions for mobility technicians and hospital staff on safe handling techniques and patient transfer protocols.
Communicated program progress and outcomes effectively to hospital management and staff, fostering a culture of safety and collaboration.
Communications Team Lead
Pacific Eye Surgeons June 2022 – November 2023
Managed a team of 7 customer service representatives, ensuring effective performance and adherence to standards. Developed and implemented comprehensive customer service policies to enhance service delivery. Consistently surpassed call center targets for customer satisfaction and efficiency. Led recruitment efforts for customer service representatives, sourcing candidates through job boards and referrals. Performed phone screens and conducted interviews to assess candidate fit for customer service roles. Oversaw onboarding and training for new hires, ensuring a smooth transition into their roles. Monitored calls to identify areas for improvement and provided coaching to enhance representative performance. Set measurable goals and analyzed call center metrics to drive continuous improvement and efficiency. Managed performance evaluations for new hires within the first 90 days to ensure high-quality service and role alignment.
Expertly handled and resolved complex customer complaints, ensuring swift and satisfactory resolutions. Treatment Coordinator
Coast Family Orthodontics March 2021 – December 2021 Coordinated orthodontic services with other dental and medical providers. Presented patients with detailed treatment plans and estimated costs. Assisted patients in arranging payment plans or researching insurance coverage options. Educated patients on the primary benefits and potential risks of recommended treatments. Provided ongoing support to patients throughout their treatment, addressing inquiries and ensuring timely payments.
Conducted training sessions for new employees on operational best practices. Developed intra-office procedures to streamline patient service and reduce delays. T O O L S / T E C H
Applicant Tracking Systems (ATS)
Microsoft Office Suite (Excel,
Word, PowerPoint)
CRM & Call Center Software
Data Management Systems
Time Keeping Systems (Admin
Level)
E D U C A T I O N W O R K E X P E R I E N C E C O N T I N U E D E-Commerce Specialist
ISmile Dental October 2020 – March 2021
Developed and executed pricing, promotion, and paid search strategies to enhance marketplace sales channel profitability.
Collaborated with internal teams and external vendors to share and update product-related data. Conducted market research on dental products to identify current demand and address market gaps or expand the share of existing products.
Data Support Clerk
Pass & Seymour January 2020 – April 2020
Identified and corrected data entry errors promptly and accurately. Achieved and surpassed daily service quality and performance targets consistently. Tracked data entry operations and errors meticulously using daily logs and monthly reports. Evaluated source paperwork for each project to extract critical information. Founder/Owner
The Revolvingrack January 2016 – January 2020
Founded and developed a thriving business from inception, leveraging business acumen and industry expertise. Increased market penetration through strategic social media branding initiatives. Directed daily operations with a keen emphasis on efficiency and continuous process enhancement. Enhanced customer satisfaction and loyalty by fostering a culture centered on memorable experiences. Recognized Achievement: Invited as an expert speaker/consultant at the 2018 Posh Party Live in Washington, D.C., organized by Poshmark.
Financial Technician, AP
MCCS Headquarters May 2017 – January 2018
Transferred information from individual journals to general ledgers and data processing sheets. Analyzed figures, postings, and documents to ensure mathematical accuracy. Processed daily invoices and payments to maintain up-to-date accounting records. Provided proficient clerical support to senior team members, contributing to efficient office operations. UNIVERSITY OF ARIZONA
GLOBAL CAMPUS
Bachelor of Arts (Currently
Attending)
RIVERBEND HIGH SCHOOL
High School Diploma, Graduated May
2010
Thank you for your
consideration.
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