Amanda Kelley-Goodhew
Dunnville
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
23
23
years of professional experience
Work History
Customer Service Manager
FunctionFox
04.2020 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Customer Service, Quality and Management
Sitel Corp
01.2001 - 04.2020
- Enhanced customer satisfaction by analyzing service quality metrics and identifying areas for improvement.
- Boosted customer retention through regular monitoring of customer interactions and providing feedback to agents.
- Streamlined processes by recommending and implementing changes to the company''s customer service policies and procedures.
- Reduced customer complaints with thorough analysis of call center data, identifying trends and making recommendations for improvements.
- Collaborated with management to develop training programs that focused on improving agent performance and overall service quality.
- Ensured compliance with industry standards by conducting in-depth audits of the company''s customer service practices.
- Increased first-call resolution rates by closely examining call recordings, pinpointing inefficiencies, and suggesting solutions.
- Identified top-performing agents for recognition, utilizing comprehensive performance tracking systems and metrics analysis.
- Delivered presentations on findings from data analyses, highlighting areas where improvements could be made while also celebrating successes within the team or department.
- Evaluated agent performance using a combination of quantitative metrics and qualitative observations, providing constructive feedback that led to measurable improvements in service delivery.
Education
Bachelor of Arts - Psychology
University of Windsor
Windsor, On05.1990
Skills
- Call Center Operations
- Project Management
- Handling Escalations
- Training and mentoring
- Information Security
- Schedule Coordination
- Talent Development
- Workflow Management
- One Call Resolution
- Quality Assurance
- Call Monitoring
- Customer-focused
Timeline
Customer Service Manager
FunctionFox
04.2020 - Current
Customer Service, Quality and Management
Sitel Corp
01.2001 - 04.2020
Bachelor of Arts - Psychology
University of Windsor
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