Customer Experience Leader with Team Mentoring

Amanda White

***********@***.*** / 706-***-**** / Demorest, GA

Summary

Exceptional call center representative with professional customer service, delivering excellent time management, and multitasking. Maintains a compassionate and positive attitude, with a friendly and welcoming demeanor during customer interactions.

Experience

Customer Experience Associate

Alorica • Demorest, GA

10/2021 - Present

Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the office and equipment.

Handled customer inquiries, answered questions, and resolved problems in a timely manner. Maintain and update customer information as needed, and improves quality by adhering to company standards a d guidlines.

Managing large amounts of calls in a tinely manner. Follows call scripts while handling different topics and customer concerns. Identify customers needs, clarify information, research every issue, while providing solutions. Supervisor of Operations

Piedmont Auotmotive • Clarkesville, GA

07/2010 - 10/2021

Managed the work of 45 employees, increasing crew efficiency, improved equipment maintenance and safety standards by reduction in maintenance costs.

Delegated work, responded to issues and created solutions in a tinely manner. Actively suggested improvements to enhance quality, improve production times, and reduce costs. Monitored the assemblers, addressed their needs, and adjusted schedules as needed. Established performance targets for staff members and tracked the results. Led production team and spearhead projects.

Made efficiency changes to improve the hourly labor costs. Customer Service Manager (CSM)

Kmart • Cornelia, GA

12/2005 - 07/2010

Successfully managed the activities of 5 - 20 team members in multiple locations, including the recruiting and training. Handled and resolved escalated customer complaints. Improved service quality and increased sales by continually educating myself of the company's products and services. Created and maintained a staff training program that featured best practices for lead generation and customer retention.

Handled and resolved escalated customer complaints. Hired and trained new employees on an as needed basis. Identified breakdowns in performance or communication and implemented fixes. Tank Mechanic

U.S. Army • Fort Stewart, GA

09/2002 - 03/2005

Effective decision-maker in high-pressure environments Maintained complete accountability during redeployment of all items and equipment.

Effectively communicated with other soldiers and commanding officers during high-stress situations. Upheld and enforced policies and standards to ensure safety on the post. Completed multiple fire prevention safety training. Inspected equipment before each combat exercise, ensuring the safety of soldiers utilizing it. Customer Service Manager (CSM)

Pathmark • Manahawkin, NJ

10/1998 - 09/2002

Created weekly schedules and managed 10 - 25 employees Organized new stock and displayed merchandise for upcoming sales in a visually appealing way.

Directed, supervised, and evaluated staff performance, and emphasized fast, friendly customer service. Audited selected phone calls to ensure the quality of service provided. Established performance targets for staff members and tracked the results. Implemented rewards programs for team members to build rapport and motivate success. Education

Core

Southern Reginal High School • Manahawkin NJ

07/2002

High School Diploma

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