Amanda Velez
Newnan,MI
Summary
Proven achiever with extensive experience as a Customer Service Representative at Publix, where I excelled in complaint handling and problem resolution, enhancing client relations and loyalty. Skilled in computer proficiency and active listening, I consistently exceeded performance metrics, contributing to a significant increase in customer satisfaction and repeat business. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Publix
11.2019 - 09.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Imaging Specialist
Weitz and Luxenberg Law Firm
11.2015 - 07.2017
- Contributed to the development of new imaging protocols, resulting in increased productivity and improved output quality.
- Enhanced workflow efficiency with proper organization and management of digital assets.
- Performed quality control assessments on processed images, identifying areas for improvement or correction as needed.
- Reduced turnaround time for image processing, ensuring timely delivery to clients.
- Developed customized imaging solutions for clients based on their specific needs and requirements.
- Prioritized workload effectively in order to meet deadlines while maintaining attention to detail.
- Trained new employees on imaging equipment operation and best practices, facilitating their smooth integration into the team.
Sales Representative
Urban Outfitters, Inc.
12.2014 - 01.2015
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Cashier
Victoria Secret
09.2012 - 11.2014
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Promoted store promotions and incentive programs to increase overall sales revenue.
Cashier
Staples
07.2012 - 11.2012
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Assisted customers with returns, refunds and resolving transaction issues.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
Volunteer
Methodist Medical Center
01.2008 - 06.2008
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained electronic filing systems and categorized documents.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Education
High School Diploma -
Brooklyn High School of The Arts
Brooklyn New York06.2012
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Computer Proficiency
- Money handling abilities
- Data Entry
- Scheduling
- Staff Training
- Filing
- Team Player
Timeline
Customer Service Representative
Publix
11.2019 - 09.2023
Imaging Specialist
Weitz and Luxenberg Law Firm
11.2015 - 07.2017
Sales Representative
Urban Outfitters, Inc.
12.2014 - 01.2015
Cashier
Victoria Secret
09.2012 - 11.2014
Cashier
Staples
07.2012 - 11.2012
Volunteer
Methodist Medical Center
01.2008 - 06.2008
High School Diploma -
Brooklyn High School of The Arts
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