Amanda Stringini
Rockford
Summary
Dynamic Customer Advocate at Health Care Service Corporation with a proven track record in enhancing customer satisfaction and loyalty. Skilled in problem resolution and teamwork, I streamlined workflows, leading to improved service outcomes. Adept at analyzing feedback and developing training materials, I foster a positive environment that drives team performance and efficiency.
Overview
9
9
years of professional experience
Work History
Customer Advocate
Health Care Service Corporation
08.2022 - Current
- Resolved customer inquiries with accurate and timely information regarding health care services.
- Facilitated communication between clients and internal teams to enhance service delivery.
- Managed case documentation effectively to ensure compliance with company policies and procedures.
- Collaborated with cross-functional teams to streamline customer support processes and improve satisfaction rates.
- Analyzed customer feedback to identify trends and implement process improvements for better service outcomes.
- Developed training materials aimed at improving team performance and service quality standards.
- Led initiatives focused on optimizing workflows, achieving a more responsive customer support environment.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Generated higher customer loyalty by consistently meeting or exceeding service-level agreements and performance metrics.
- Increased overall efficiency by streamlining workflows within the customer advocate team.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
- Identified and resolved discrepancies and errors in customer accounts.
- Trained new personnel regarding company operations, policies and services.
- Trained new team members on customer service protocols, enhancing team efficiency and knowledge retention.
Community Assistant
Heritage Woods of Huntley
02.2021 - 08.2022
- Facilitated community engagement initiatives to enhance resident participation and satisfaction.
- Organized educational workshops, promoting skill development and resource awareness among residents.
- Collaborated with local organizations to establish partnerships for community resources and services.
- Developed marketing materials to effectively communicate events and programs to residents.
- Mentored new community assistants, enhancing team performance and service quality.
- Supported new residents in their transition to the community by providing information on available resources and amenities.
- Maintained accurate records of all communication with residents regarding policy enforcement or incident reports.
- Maintained open communication with tenants to proactively handle questions and complaints.
- Monitored common spaces for cleanliness and safety compliance while promptly addressing any issues that arose.
- Promoted sense of belonging, creating and managing welcome committee for new residents.
Package Handler
UPS
01.2017 - 12.2018
- Operated package scanning equipment to ensure accurate tracking and processing.
- Sorted and organized packages by destination to optimize workflow efficiency.
- Collaborated with team members to maintain high safety standards in the workplace.
- Conducted regular inspections of equipment for maintenance and safety compliance.
- Trained new hires on operational procedures and safety protocols, fostering teamwork.
- Implemented process improvements that reduced processing time for incoming shipments.
- Monitored inventory levels to assist in maintaining adequate stock for operations.
- Assisted in troubleshooting logistical issues to minimize delays in package delivery.
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
- Assembled, sealed, and loaded packages into correct trucks.
- Used hand-held scanners and physical logs to accurately track item movements.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Contributed to increased productivity by working effectively in high-pressure situations.
- Followed verbal and written instructions to properly move and ship products.
- Streamlined workflow by coordinating with team members on efficient loading and unloading procedures.
- Collaborated with other package handlers to provide prompt and accurate delivery of orders.
- Supported team morale by fostering positive communication and collaboration among coworkers.
- Communicated with supervisors about delays or other issues with shipments.
- Stored and secured packages in designated areas to prevent damage and theft.
- Ensured timely package delivery to loading docks, contributing to improved customer satisfaction.
- Elevated customer service standards, promptly addressing inquiries about package status and resolving issues.
- Maintained high levels of accuracy in package scanning to ensure proper tracking, leading to fewer lost packages.
- Assisted in receiving, stocking and distribution of merchandise.
- Operated equipment while observing standard safety procedures.
Education
High School Diploma -
Belvidere North Highschool
Belvidere05-2017
Skills
- Teamwork and collaboration
- Customer service
- Problem-solving
- Friendly, positive attitude
- Attention to detail
- Time management
- Computer skills
- Calm under pressure
- Active listening
- Problem resolution
- Verbal communication
Timeline
Customer Advocate
Health Care Service Corporation
08.2022 - Current
Community Assistant
Heritage Woods of Huntley
02.2021 - 08.2022
Package Handler
UPS
01.2017 - 12.2018
High School Diploma -
Belvidere North Highschool