Summary

Overview

Work History

Skills

Volunteer Experience

Timeline

Amanda King

Sault Ste. Marie,Canada

Summary

Contact center professional with over twenty years of experience in customer care, conflict resolution, and negotiation. Proven ability to handle high-volume calls in fast-paced environments while ensuring customer satisfaction and maintaining accurate records. Expertise in managing confidential information with a strong commitment to privacy. Dedicated to leveraging interpersonal skills to drive personal and organizational success.

Overview

8

8

years of professional experience

Work History

Customer Support

OLG

01.2020 - Current

Acquired extensive knowledge of Responsible Gambling practices and problem gambling indicators.
Served as primary contact for customer inquiries regarding online gaming.
Documented all interactions and maintained accurate records.
Assisted multiple new hire classes in learning programs and processes.
Provided timely customer support via phone, chat, and email to resolve complaints.
Developed expertise in gaming products and services to enhance customer assistance.
Maintained comprehensive knowledge of gaming procedures to ensure compliance.

Operations Supervisor

Agero

01.2017 - 12.2019

Provide high level support to internal and external customers
Assist and guide floor associates in securing service and handling complicated calls
Directly handle escalations by taking over calls involving irate customers, requests for supervisors and service provider issues
Prepare reports for management outlining associate performance, call volumes and related information
Research and document special requests from customers, clients and service providers
Contribute to team goals through exceeding operational and quality objectives
Fill in for existing supervisors for holidays, absences or as business needs dictate
Monitor productivity and performance of customer service representatives
Supervise, coach, and motivate a team of associates to maintain teamwork and customer service levels
Real-time case monitoring to ensure proper adherence to policies and procedures
Maintain complete knowledge of system and telecommunications capabilities, associated software applications and Internet access

Skills

Dynamics
RAMS
LAPS
Kronos payroll management
Customer service excellence
Uptivity analytics
Skype for Business communication

Credit card processing systems
Microsoft Office Suite proficiency
Salesforce CRM
Quickbase project management
SharePoint collaboration
Web browser expertise
Social media engagement strategies

Volunteer Experience

Girl Guides of Canada 1999 – Present

Administrative Community Leader 2017 – Present

Group Treasurer 2015 – Present

District Commissioner 2004 – 2007

Unit Guider 1999 – Present

· Administrative experience in volunteer management and supervision, including monitoring and evaluating performance, recruitment and retention

· Practiced strategic planning in both short- and long-term goals for marketing and sales through fundraising and membership growth activities

· Represent diverse stakeholders as well as the organization professionally, publicly and internally, in both public and media relations

· Gained expertise in planning, delivering programming, tailoring approaches to individual needs, time management, leadership and motivational speaking

· Oversaw budgeting, financial planning, bookkeeping and record keeping

· Completed First Aid and CPR Certification in addition to GGC Training in Mentoring, Bias Awareness, Effective Communication, Building Strong Teams, Risk Management, Time Management and Conflict Management

Timeline

Customer Support

OLG

01.2020 - Current

Operations Supervisor

Agero

01.2017 - 12.2019