Amanda E. Jones
Mt. Holly,NC
Summary
Dedicated and proactive Client Relationship Specialist with a bachelor's degree in Criminal Justice. Strong interpersonal skills and effective time management abilities. Excellent communicator with clients, managers, and associates. Maintains a positive attitude and uses tact and diplomacy. Committed to understanding and meeting the unique needs of each client to provide exceptional service at all times.
Overview
17
17
years of professional experience
Work History
Client Relationship Specialist
GoodWill Publishers/Milestones Company
03.2022 - Current
- Assist customers with placing orders, tracking orders, invoicing and payments, account information, problem solving, customer support
- Managed customer relations on ongoing basis to maximize customer retention.
- Resolved service problems by clarifying customer complaints, identifying root causes and developing catered solutions.
- Developed client proposals addressing product and service needs and solutions.
- Made customers aware of current and new programs and services.
- Liaised between customers and organization with particular focus on working with sales department.
Customer Care Representative
TTEC/ Project Blue Shield of California
11.2021 - 03.2022
- Assist customers with billing, account information, payments, customer support, plan information
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database.
- Navigated multiple computer systems and applications to find information.
Customer Care Representative
Dry Pro Basement Systems
05.2019 - 09.2021
- Schedule appointments, customer support, data entry, payment entry
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Cross-trained and backed up other customer service managers.
- Maintained up-to-date knowledge of product and service changes.
- Maintained customer records by updating account information.
Customer Service Representative
Bisque Imports
04.2019 - 03.2020
- Answering phones, customer support, billing, shipping, emails, data entry
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Administrative Support Services
Gaston County Sheriff’s Office
07.2015 - 04.2019
- Officer Safety; Public Safety; Provide officers with pertinent information; Answer phones including 911; Dispatch information; Data Entry; Fax; File; Email; Transferring calls; Maintain Records; DCI Entry
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Organized and detail-oriented with a strong work ethic.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Provided professional services and support in a dynamic work environment.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Telecommunicator
City of Kings Mountain/ Kings Mountain Police Department
09.2014 - 01.2018
- Officer Safety; Public Safety; Provide officers with pertinent information; Answer phones including 911; Dispatch information; Data Entry; Fax; File; Email; Transferring calls; Maintain Records; DCI Entry
- Leveraged radio, telephone and computerized and electronic equipment to dispatch law enforcement, fire or medical assistance units to scene of emergency.
- Fielded stressful calls while entering information into computer aided dispatch system for police, fire and emergency medical services personnel dispatch.
- Maintained documentation for telecommunication systems, equipment inventory and floor plans.
- Assisted callers in emergency situations with appropriate information and support.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
911 Telecommunicator
City of Belmont/Belmont Police Department
05.2013 - 12.2015
- Officer Safety; Public Safety; Provide officers with pertinent information; Answer phones including 911; Dispatch information; Data Entry; Fax; File; Email; Transferring calls; Maintain Records; DCI Entry
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Assisted callers in emergency situations with appropriate information and support.
Telecommunicator
Redcross Blood Services
09.2012 - 05.2013
- Appointment scheduling; data entry; customer support
Office Assistant
Adecco/DellPest Exterminating
10.2011 - 09.2012
- Appointment scheduling; answer phones; data entry; faxed and filed paperwork; customer support; invoices
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Maintained inventory of office supplies and placed orders.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
Administrative Assistant/Office Manager
Cooke & Associates
03.2008 - 07.2011
- Answered phones; schedule appointments; payroll; communications; invoices; data entry; emails; generated computer spreadsheets; customer support; faxed and filed paperwork
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Education
Bachelor’s Degree - Criminal Justice
Westwood College
Denver, CO01.2010
High School Diploma -
Penn Foster
Scranton, PA01.2002
Skills
- Inventory
- Filing
- Data Entry
- Record Keeping
- Computer Diagnostics
- Windows
- Microsoft Office
- Excel
- PowerPoint
- Word
- Outlook
- Salesforce
- Macola
- Synergy
- Typing 50 wpm
- Organizational Skills
- Problem Solving Skills
- Analytical Skills
- Critical Thinking Skills
- Multi-tasking Skills
- Detail Oriented
- Verbal Communication Skills
- Written Communication Skills
- Customer Service
- Public Relations
- Order Processing
- Payment Processing
- Customer relations
- Merchandise upselling
- Written communication
- Customer retention
- Relationship building
- Sales transactions
Accomplishments
- Dean’s List Award, 2007
- Dean’s List Award, 2009
Timeline
Client Relationship Specialist
GoodWill Publishers/Milestones Company
03.2022 - Current
Customer Care Representative
TTEC/ Project Blue Shield of California
11.2021 - 03.2022
Customer Care Representative
Dry Pro Basement Systems
05.2019 - 09.2021
Customer Service Representative
Bisque Imports
04.2019 - 03.2020
Administrative Support Services
Gaston County Sheriff’s Office
07.2015 - 04.2019
Telecommunicator
City of Kings Mountain/ Kings Mountain Police Department
09.2014 - 01.2018
911 Telecommunicator
City of Belmont/Belmont Police Department
05.2013 - 12.2015
Telecommunicator
Redcross Blood Services
09.2012 - 05.2013
Office Assistant
Adecco/DellPest Exterminating
10.2011 - 09.2012
Administrative Assistant/Office Manager
Cooke & Associates
03.2008 - 07.2011
Bachelor’s Degree - Criminal Justice
Westwood College
High School Diploma -
Penn Foster
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