Amanda Toma

• Monitored call quality and delivered constructive feedback to improve agent performance.
• Provided consistent coaching and development opportunities to enhance team capabilities.
• Achieved high-quality service levels through ongoing call assessments and targeted feedback.
• Fostered transparent communication between management and staff to promote collaboration.
• Recognized outstanding performance to boost employee engagement and morale.

Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Established strong relationships with clients, promoting trust and loyalty in our brand.

Enhanced customer satisfaction by resolving complex issues and

providing timely solutions. Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution. Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.

Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth. Enhanced team collaboration through regular communication, goal setting, and performance evaluations. Monitored office workflow and administrative processes to keep operations running smoothly. Served as a trusted mentor and advisor to fellow educators, providing guidance on best practices in curriculum design, classroom management, and student engagement strategies. Guided strategic planning efforts for long-term visioning and goal setting within the school community.