Amanda Strunk Email & Phone Number

● Implement complex new products and services.● Leverage knowledge of industry products/solutions to identify outside sale opportunities.● Analyze, assess, and document client requirements. Identifying customization needs and work with service partners to implement.● Serve as an escalation point and independently resolves challenges regarding implementations and productions support issues raised by staff or client.● Ensures positive ongoing client experiences throughout the entirety of the relationship.● Serves as team subject matter expert. Coaches staff, Sales, and/or Client when needed.● Leads team communications and meetings, performs workflow coordination, and participates in special projects and initiatives.● Develop and maintain training materials and provide training to service partners and clients.

• Delivered exceptional guidance to bolster strong relationships and build positive experiences.• Documented findings of procedural gaps and prepared recommendations to update procedures and organizational changes.• Trained associates in updated processes, leading classes and preparing manuals for ongoing support.• Recommended, implemented, and monitored preventative and corrective actions to achieve quality assurance standards.• Continued application maintenance and testing for our quality program.• Handled other support tasks, freeing up managers to take on more pressing responsibilities.• Approached and solved problems with initiative and sound judgment.

• Delivered exceptional guidance to bolster strong relationships and build positive experiences.• Documented findings of procedural gaps and prepared recommendations to update procedures and organizational changes.• Trained associates in updated processes, leading classes and preparing manuals for ongoing support.• Recommended, implemented, and monitored preventative and corrective actions to achieve quality assurance standards.

• Led a project to perform total re-write of the existing Quality Programo Developed program using Voice of Customer surveys.o Created fair and objective weight structure to promote associate success and best client experience.o Managed beta testing and focused feedback sessions.o Provided regular implementation updates to leadership.• Delivered exceptional guidance to bolster strong relationships and build positive experiences.• Documented findings of procedural gaps and prepared recommendations to update procedures and organizational changes.• Trained associates in updated processes, leading classes and preparing manuals for ongoing support.• Recommended, implemented, and monitored preventative and corrective actions to achieve quality assurance standards.

• Kept up-to-date knowledge of products, promotions, and special events.• Verified data accuracy by consistently reconciling work with documentation• Identified and corrected data entry errors using established quality control methods.• Achieved daily production quotas through consistent workflow prioritization.• Updated and maintained databases, tracking, and improving recordkeeping.• Worked efficiently with highly repetitive tasks, maintaining a detail-oriented approach and precision.

• Maintained customer satisfaction, quickly resolving issues, and offering expert assistance.• Offered guidance on installation and troubleshooting for customers requiring additional assistance.• Assisted our sales team with selecting accurate products and pricing for our customers.

• Resolved customer issues independently, identifying problems and implementing on-target solutions.• Enhanced client relationships with outbound calls devoted to proactively correcting problems.• Handled 20+ inbound calls each day to offer information, educate clients and capitalize on cross-sell opportunities.• Set up, updated, and canceled customer accounts within our systems.

• Remedied customer complaints and escalated critical issues to manager for immediate assistance.• Assisted callers with navigating our website and self-service options.• Participated in company trainings to learn about upcoming products and service offerings.• Followed up with customers to offer additional support and check resolution satisfaction.• Handled customer inquiries, payments, and service requests.• Documented, researched, and resolved customer issues.

• Improved user performance by providing training in hardware and software use.• Set up equipment via telephone for customer use, ensuring proper installation of cables, operating systems, and appropriate software.• Helped users via telephone to diagnose and triage problems.

• Remedied customer complaints and escalated critical issues to manager for immediate assistance.• Drove customer retention by providing pricing information, delivery updates, and account data.• Participated in company trainings to learn about upcoming products and service offerings.• Assisted callers with navigating our website and self-service options.• Handled customer inquiries, payments, and service requests.• Documented, researched, and resolved customer service issues.• Answered inbound calls to handle various concerns.