Remote Customer Service Professional with 12+ Years Experience

AMANDA ALLEN

Fort Mill, SC, SC ************@*****.*** 803-***-****

SUMMARY

Highly Dedicated and Tech-Savvy Professional with over 12 years of high-volume customer service and regulated industry experience, transitioning seamlessly to a remote environment. Proven ability to manage 40-80 daily inbound/outbound calls, resolve complex issues, and deliver exceptional support across multiple communication channels. Exceptional organizational and time management skills ensure high productivity and strict adherence to security and compliance standards in an independent setting. Seeking to leverage expertise in CRM software, de-escalation, and professional correspondence to excel in an at-home Customer Service or Service Representative role. EXPERIENCE

Licensed Insurance Agent/Customer Service Representative Tranzact August 2025–Present, Charlotte NC

Managed high-volume communication by handling 40–80 daily inbound and outbound calls, providing precise information on complex policy details and benefits.

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Ensured strict regulatory adherence by following compliance requirements and sales scripts in a regulated industry (similar to data security and procedure adherence in a remote setting).

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Effectively communicated complex coverage details and claim status, demonstrating strong ability to explain detailed information clearly and concisely.

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• Maintained meticulous and up-to-date records of all customer interactions, inquiries, and resolutions within a CRM system.

• Achieved outstanding quality scores and sales targets, demonstrating commitment to high-quality standards and operational efficiency. Workflow Coordinator/Administrative & Support Role Integreon February 2025–July 2025, Charlotte NC

Managed and prioritized projects to meet strict deadlines, showcasing strong organizational skills and ability to work independently in a time- sensitive administrative environment.

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Monitored client email inboxes and answered phones for incoming requests, using professional and concise communication to manage external client relationships.

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• Coordinated team schedules and workload assignments, performing functions similar to managing a remote team’s daily workflow and staffing. Maintained International Security Organization (ISO ) certification through mandated training, emphasizing a dedication to structured compliance and security protocols.

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Customer Service Representative

Super Sod March 2023–July 2023, Fort Mill, SC

Managed 80 daily inbound calls, resolving diverse client issues from new orders to handling complaints and replacement requests, ensuring prompt and professional resolution.

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Fostered collaborative teamwork to optimize order processing and delivery procedures, resulting in streamlined operations and enhanced efficiency.

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Customer Service Representative

IQor Dec 2017–Aug 2022, Charlotte, NC

Drove increased revenue and customer satisfaction by effectively upselling optional home insurance products and service line protection (e.g., gas, water, sewer).

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• Achieved a close rate between 25% and 50% by implementing effective, personalized customer service strategies and proactive issue resolution. Enhanced customer trust and loyalty by serving as a trusted advisor while resolving complaints and offering expert guidance on gas service matters.

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EDUCATION

Bachelor of Arts in English

University of North Carolina • Charlotte, NC

Associate's Degree in Education

Central Piedmont Community College • Stallings NC

SKILLS

CRM Software (e.g., Salesforce, etc.), MS Office Suite (Word, Excel, PowerPoint), Email Management (Gmail/Outlook), ICOMS

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