Amanda Young

In my current role as a customer service agent I have excelled in multiple projects supporting different teams in the department. My role consists in providing excellent customer service, empathising with customers, supporting navigating and understanding our products as well as escalating their queries or complaints to the appropriate team.

• Managed customer inquiries through various channels, ensuring timely and effective resolution.
• Collaborated with cross-functional teams to streamline processes, improving overall customer satisfaction ratings.
• Analyzed customer feedback to identify trends, driving strategic improvements in service delivery standards.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

In my role as an Administration Assistant, I am responsible for sorting all incoming documentation related to jobs. This includes safety documents, material certificates, reports, timesheets, and purchases. Interacting with customers by phone, email, or in person to provide the best support and outcome to the clients.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Purchasing PPE, office stationery & pantry stock.
• Entering and finalising invoices.
• Booking accommodations for different departments.

In my role as a gym sales professional, I have relied on strong communication skills to excel in achieving key performance indicators (KPIs). By effectively communicating with potential and existing members, I have been able to build rapport, understand their fitness goals and challenges, and present gym membership options that best meets their needs resulting in increased membership sales and improved customer retention. In addition to excelling in my own responsibilities, I have taken on leadership responsibilities during periods when we were without a direct manager. This entailed guiding and supporting my team members and training new staff members, equipping them with the necessary skills and knowledge to succeed in their roles.

• Sales & member retention.
• Training and developing new sales team associates in products, selling techniques and company procedures.
• Conducting facility tours for prospective member and provide information about gym services and products.
• Performing high numbers daily of prospect calls, lead generation, external activations and follow ups.
• Awarded Q4 2020 and Q4 2021 Star Relationship Consultant & Q2 2022 All Staff Star Team Member.

• Sales & member retention.
• Inbound & Outbound calls.
• Conduct facility tours for prospective member and provide information about gym services and products.
• Performed high numbers daily of prospect calls, lead generation, external activations and follow ups.
• Educated customers about billing, payment processing and support policies and procedures.
• Investigated and resolved customer inquiries and complaints.
• Awarded Q4 2019 Star Relationship Consultant

In my role as a receptionist, I was responsible for greeting members, handling inquiries, scheduling appointments, and managing administrative tasks. Additionally, I handled phone calls, emails, and paperwork, maintaining accurate records and facilitating efficient communication. My role also involved managing inventory, supply ordering, membership freezes and cancellations as well as coordinating with different departments. I prioritized delivering exceptional customer service, fostering a welcoming environment, and ensuring a positive experience for members.

• Corresponded with clients through email, phone and face to face.
• Resolved problems and complaints.
• Assisted with day-to-day operations of facility, including maintaining brand standards.
• Used POS system to enter orders, process payments and issue receipts.
• Awarded Q3 2019 Star Receptionist

• Cared for children ages - 6 weeks old to 10 years old.
• Account management and bookings.
• Sanitized dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs.
• Enforced rules and managed behaviour through developmentally appropriate discipline.
• Observed play activities to identify positive behaviours and areas in need of improvement, implementing behaviour redirection where appropriate.