Operations & Customer Support Professional

Amanda Glover

Phoenix, AZ, USA 480-***-**** ****************@*****.***

SUMMARY

Versatile and dependable professional with experience in group home supervision, customer service, mentoring new team members and dispatch operations. Skilled in team leadership, crisis response, care coordination, and client support enabling clients to receive optimal level of care. Strong communicator with proven ability to manage fast-paced environments and resolve issues effectively. Detail-oriented, empathetic, and committed to delivering high-quality service. Seeking to contribute strong organizational and customer-focused skills to a dynamic team.

Customer Service Client Support Billing and Payment Processing Account Management Fraud Detection & Risk Assessment Dispatching & Fleet Management Route Planning & Scheduling Inventory & Equipment Management Sales & Merchandising Strategy Team Training & Development Documentation & Record-Keeping Academic/Career Guidance Communication Customer Engagement Mentoring Problem Solving & Decision Making Time Management Conflict Resolution Adaptability Empathy Strategic Thinking

EXPERIENCE

AutoNation Dispatcher / Customer Support Specialist Tempe, AZ

(2024-2025)

●Managed high-volume customer communications through Zendesk, providing real-time support and resolving inquiries efficiently

●Operated behind-the-scenes website chat systems, assisting customers with service scheduling, vehicle inquiries, and dealership navigation

●Coordinated dispatching of service requests and routed inquiries to appropriate departments to ensure timely resolution

●Delivered professional customer service while maintaining accuracy, speed, and brand consistency in written communication

●Handled multiple conversations simultaneously, demonstrating strong multitasking and problem-solving skills in a fast-paced environment

●Maintained detailed records of customer interactions, ensuring proper documentation and follow-up

MAJESTIC CARE LLC Tempe, AZ

Group Home Supervisor 2022-2023

●Customer-focused professional with broad experience in service coordination, dispatch operations, and client support.

●Skilled in resolving inquiries, managing high-volume communications, and delivering timely, accurate assistance.

●Recognized for strong interpersonal skills, clear communication, and the ability to build rapport with diverse customers.

●Adept at multitasking in fast-paced environments while maintaining accuracy, professionalism, and service quality.

●Committed to enhancing customer experiences and supporting organizational goals through dependable, solutions-oriented service.

PROFESSIONAL TOWING Tempe, AZ

Dispatcher 2022-2023

●Coordinated and dispatched tow trucks for disabled or damaged vehicles, ensuring timely response and efficient routing.

●Communicated with customers, drivers, and service advocates to gather critical information and facilitate accurate vehicle pick-up and drop-off.

●Managed high-volume incoming calls related to dispatch needs and advocate services, providing clear and professional support.

●Maintained continuous communication with drivers and advocates to track job status, address issues, and ensure seamless service delivery.

●Verified, recorded, and updated vehicle information with accuracy to support proper documentation and service tracking.

●Operated effectively under strict time constraints, prioritizing tasks and maintaining service quality in fast-paced conditions.

●Supported drivers with administrative tasks, including documentation, updates, and coordination needs.

●Performed additional duties as assigned to support operational efficiency and team performance.

●Improved dispatch efficiency by maintaining strong communication channels between drivers, customers, and advocates.

●Contributed to higher customer satisfaction through timely service coordination and clear, solution-focused communication.

●Demonstrated reliability and adaptability by handling urgent requests and maintaining productivity under pressure.

●Ensured accuracy and compliance by consistently verifying vehicle details and maintaining detailed documentation.

●Recognized for professionalism, responsiveness, and a strong ability to multitask in demanding environments.

CHAMPAGNE LOGISTICS Phoenix, AZ

Customer Service Coordinator 2021-2022

●Coordinated transportation services to ensure timely, accurate, and efficient movement of shipments across multiple channels.

●Responded to customer inquiries with professionalism, providing clear information and directing clients to appropriate resources or departments.

●Arranged special shipping accommodations as needed, addressing unique customer needs and ensuring seamless service delivery.

●Monitored, tracked, and resolved shipping discrepancies or errors to maintain accuracy and minimize service interruptions.

●Ensured all services met established quality and performance standards through proactive communication and thorough follow-through.

●Improved shipment accuracy and service reliability by quickly identifying and correcting shipping errors.

●Strengthened customer satisfaction by providing responsive, solution-oriented support and clear communication.

●Enhanced operational efficiency by coordinating complex shipping requirements and ensuring timely resolution of service issues.

●Consistently upheld organizational quality standards, contributing to smoother logistics operations and improved client experience.

●Recognized for professionalism, attention to detail, and the ability to manage multiple service requests simultaneously.

PSCU Phoenix, AZ

Fraud Prevention Representative 2019-2020

●Monitored real-time transaction queues to identify high-risk activity within the business portfolio and ensure timely intervention.

●Analyzed customer transactions to detect potential fraud, including account takeovers, friendly fraud, theft, and other suspicious patterns.

●Identified and halted fraudulent transactions prior to further processing, safeguarding customer accounts and company assets.

●Communicated with banks, financial institutions, and customers to verify account information, validate activity, and confirm or cancel authorizations.

●Applied strong analytical judgment and adherence to fraud prevention protocols to maintain security and minimize financial loss.

●Successfully prevented fraudulent activity by quickly identifying high-risk transactions and taking appropriate action.

●Strengthened account security and minimized customer impact through accurate fraud assessments and timely communication.

●Built trust with customers and banking partners by handling sensitive inquiries with professionalism and clarity.

●Contributed to reduced financial losses through careful monitoring, escalation, and cancellation of confirmed fraudulent activity.

●Recognized for strong attention to detail, risk awareness, and consistent adherence to fraud prevention standards.

VALOR GLOBAL Phoenix, AZ

Viewer Experience Advocate 2019-2019

●Educated customers on billing procedures, payment processing, and company policies to ensure clarity and compliance.

●Provided guidance on account management, order processes, and product/service options to enhance customer understanding and satisfaction.

●Promoted relevant products and services during service interactions to meet customer needs and drive business growth.

●Maintained accurate records of customer interactions and transactions in compliance with company standards.

●Consistently exceeded customer satisfaction goals by delivering clear, accurate, and helpful billing and account support.

●Successfully identified opportunities to upsell products and services, contributing to increased revenue and customer engagement.

●Recognized for ability to simplify complex billing processes for customers, resulting in reduced support calls and improved account accuracy.

●Played a key role in resolving customer issues efficiently, maintaining strong client relationships and loyalty.

BURLINGTON COAT FACTORY San Bernardino, CA

Transportation Dispatcher 2016-2018

●Directed daily dispatching, routing, and tracking for a 30–40 truck fleet, ensuring timely and efficient field operations.

●Coordinated and prepared materials for team meetings, capturing accurate notes and distributing actionable information to stakeholders.

●Served as primary point of contact for customers via phone, email, and in-person interactions, providing information and directing inquiries to appropriate staff members.

●Maintained detailed records of field personnel availability, ongoing assignments, and completed service calls to ensure operational transparency and accountability.

●Improved fleet efficiency and on-time service delivery through strategic dispatching and real-time tracking of personnel and resources.

●Enhanced team communication and collaboration by consistently providing clear, organized meeting materials and follow-up documentation.

●Recognized for professional, customer-focused interactions that strengthened client relationships and facilitated issue resolution.

●Streamlined tracking processes, reducing errors in scheduling and reporting, and increasing operational accuracy.

GOODWILL San Bernardino, CA

Key Holder 2014-2016

●Strengthened merchandising and promotional strategies to enhance customer engagement and drive sales growth.

●Oversaw day-to-day store operations, including cash drawer reconciliation, equipment management, and overall operational leadership.

●Trained and coached team members on sales techniques, customer service, and operational procedures to achieve performance targets.

●Monitored team performance and provided guidance to ensure consistent adherence to company standards and goals.

●Increased customer engagement and sales through effective merchandising, promotions, and visual displays.

●Improved operational efficiency and accuracy in cash handling and equipment management.

●Successfully developed and implemented training programs that enhanced team performance and exceeded sales targets.

●Recognized for leadership that motivated staff, strengthened team cohesion, and consistently met or surpassed operational objectives.

EDUCATION

DIAMOND RANCH HIGH SCHOOL, Pomona, CA, USA

HIGH SCHOOL DIPLOMA, 2008

COMPUTER SKILLS

AI Prompt Engineering & Structured Prompt Design

ChatGPT & AI Content Generation

Zendesk (Customer Support & Ticketing Systems)

Content Creation Tools (Canva, AI Design Tools)

Workflow Automation & Process Optimization

Data Entry & CRM Systems

Microsoft Office Suite (Word, Excel, PowerPoint)

Google Workspace (Docs, Sheets, Drive)

Social Media Management & Content Scheduling Tools

Basic Analytics & Performance Tracking

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