AMANDA STEELE
Jonesboro
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
10
10
years of professional experience
Work History
Technical Support - Apple Senior Advisor
Teleperformance
12.2022 - 11.2024
- Company Overview: Technical Support - Apple Senior Advisor
- Provided in-depth technical support and troubleshooting for a variety of Apple products
- Educated customers on how to use Apple products and services effectively
- Escalated issues to the appropriate technical or engineering teams when needed to find solutions
- Documented all customer interactions and resolutions in customer data system
- Mentored and trained junior advisors on advanced troubleshooting methods and customer service best practices
- Technical Support - Apple Senior Advisor
- Mentored and trained highly talented staff, which prepared team members for providing exemplary service to clients.
- Enhanced client relationships by providing strategic advice and guidance on industry trends and best practices.
- Led change management initiatives to improve organizational effectiveness and support long-term growth objectives.
- Mentored junior advisors, fostering professional development and enhancing overall team performance.
Life Insurance Broker
Family First Life
03.2022 - 12.2022
- Work to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation
- Determine financial needs by assessing existing coverage and aligning new products and services with long-term goals
- Work with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
- Create sources for continuous client referrals within community and with businesses using extensive networking skills
- Developed strong relationships with underwriters, ensuring favorable terms for clients and efficient processing of applications.
- Implemented time-saving organizational systems for managing client files and tracking policy renewals, increasing efficiency in daily operations.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Educated clients on the importance of life insurance coverage and how it fits into their overall financial plan.
- Established a system for tracking policy lapse rates and implementing proactive outreach efforts to ensure high client retention.
- Provided excellent customer service, resolving issues promptly and maintaining long-term client relationships.
Assistant Manager
Starbucks
01.2017 - 02.2022
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Customer Call Center Representative
Teletech
08.2014 - 12.2016
- Resolved customer complaints and addressed emergency requests and needs
- Documented and detailed calls and complaints using call center's CRM database
- Educated customers on current promotions, upgrades or new offerings available under current plan
- Researched issues through identification of similar past problems and recommended most appropriate solution
- Documented and detailed calls and complaints using call center's CRM database.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Detailed payment options and explained price, receipt and billing details to customers.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Resolved customer complaints and addressed emergency requests and needs.
- Retained customers considering cancellation by understanding their concerns and offering alternative solutions tailored to their needs.
- Answered up to Number incoming calls in busy, fast-paced global call center.
- Adapted quickly to changes in policies or procedures while still providing consistent service excellence to customers.
- Participated in ongoing professional development opportunities to stay current on industry best practices regarding customer support techniques.
- Delivered exceptional service by actively listening to customer concerns, empathizing, and offering helpful solutions.
Education
Diploma -
Hoxie High School
05.2008
Skills
- Constructive Feedback
- Client Account Management
- Ticket Resolution
- New Product Information
- Client Service
- Administrative Support
- Client/Customer Retention
- Quality Assurance Requirements
- Technical Management
- Correcting Discrepancies
- High Volume Call Centers
- Payment Posting Understanding
- Database Entry
- Product Knowledge
- Persuasive Communication
- Microsoft Office
- Conflict Resolution
- Excellent Written Communication
- Excellent Verbal Communication
- Team Training
- Technical Support
- Data Entry
- Customer relationship management
- Issue escalation
- Documentation management
- Team mentoring
- Policy optimization
- Operational efficiency
- Networking skills
- Problem solving
- Sales expertise
- Training and mentoring
Timeline
Technical Support - Apple Senior Advisor
Teleperformance
12.2022 - 11.2024
Life Insurance Broker
Family First Life
03.2022 - 12.2022
Assistant Manager
Starbucks
01.2017 - 02.2022
Customer Call Center Representative
Teletech
08.2014 - 12.2016
Diploma -
Hoxie High School
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