Serena Amaro Email & Phone Number

Eugene, Or, Us

Springfield, Oregon, United States

Remote, Springfield Oregon

Assist customers with post-order issues (returns, replacements, refunds, delivery status, back ordered items, and any issues with fulfillment), use problem solving skills to help remediate and de-escalate customer issues to ensure account retention, navigate multiple software applications and technologies simultaneously. Continue to deliver excellent communication and relationship building skills.

Springfield, Oregon

Worked on a Team who collaborated with several different product Teams to process and update customer data. Interfaced with individuals via phone to work with correcting customer data issues. Assisted Product Managers with their Teams concerns regarding data processing tools.

Springfield, Oregon

Act as a point of entry for all customer support concerns relating to support cases. Coordinate resources, assign priority and ownership, and serve as the central point of Management contact who liaisons between customer Management and Symantec Support. Assist Support Agents in dealing with complex and potentially volatile external customer situations. *Ensured escalated customer issues were handled with priority and all stakeholders are communicated of current situation. *Negotiate with Customers, internal Management and Sales to find a mutually beneficial course of action. *Correspond with global Teams to process case handoffs and escalated customer issues. *Received high marks from support management, sales and peers with regards to superior customer support handling. *Supervised a Team of Incident Coordinators during Support Management transitions and played a key role of a go to Team Leader for daily process and operational functions.

Springfield, Oregon

Collaborate with Customer Care Management and additional Team Coordinators to create strategic plans to enhance customer satisfaction. Provide employees with tools to maintain and increase service levels to both internal and external customers. Work closely with other departments to promote communication, clarify information, Gather, analyze, and report daily/weekly/monthly service statistics. *Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new procedures.*Increased employee knowledge by assisting with development and implementation of product-awareness program.*Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies. *Received outstanding positive comments from Team members on employee reviews, as well as exceptional feedback from senior management.

Eugene, Oregon Area

Assisted regional managers with overall office supervision including training of new employees, opening and closing stores, maintaining proper cash amounts, balancing revenues, substituting absentees within multiple store locations for uninterrupted operations. Processed short-term personal loans; verified validity of bank checks and identification of applicants; corroborated with upper management and outside financial institutions to ensure successful transactions.Implemented marketing strategies by assembling printed literature and promotional items and distributing them to local businesses and banks within the scope of a marketing plan.