Customer-Focused Retention & Support Specialist

AMANDA HEISE

Weber County / Davis County Area 801-***-**** ******.*****@*******.***

Professional Summary

Customer-focused professional with experience in retention, sales support, food service leadership, and independent e-commerce operations. Proven ability to de-escalate conflict, retain clients, and perform in fast-paced environments.

Work Experience

Independent E-Commerce Reseller Utah 2021–Present

• Managed online sales through eBay and Facebook Marketplace

• Created optimized listings using keywords, pricing strategies, and platform algorithms

• Handled shipping, customer communication, payments, and transactions Insurance Retention Agent – BETA Sandy, UT 2020–2021

• Licensed Medicare insurance agent

• Transferred to retention department based on client service strengths

• Maintained policyholder satisfaction and reduced cancellations Team Lead / Barista – Beans & Brews Coffee House 2018–2020

• Promoted to team lead within six months due to performance and reliability

• Handled cash management, opening and closing procedures

• Led shifts during high-volume rush periods

Retention Specialist – Teleperformance Ogden, UT 2016–2018

• Retained AT&T; customers through bill analysis and service optimization

• De-escalated irate and high-conflict customer interactions

• Maintained call flow compliance, documentation, and performance metrics Education

Weber High School – High Honors Diploma 2016

Cosmetology coursework (partial completion)

Skills

Customer Retention • Conflict De-escalation • Cash Handling • Microsoft Office • Adaptability • Reliability • Time Management • Quick Learner

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