Ambra Mosley
Fort Lauderdale,FL
Summary
Diligent and resourceful Customer Service professional with a strong ability to multi-task, prioritize, and manage time effectively. Coming with strong knowledge of CRM systems and practices, and experience of working to SLA's, KPI's and compliance goals. Track record of providing high quality customer-focused service using in-depth knowledge of products and processes resulting in enhanced customer retention. Consistently exceeded customer support and service expectations by resolving issues quickly.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Support Manager
Paw
Fort Lauderdale, FL
01.2021 - 12.2021
- Company offers pet products of all kinds and markets its products in North America and Canada
- Job duties consisted of but were not limited to:
- Analyzed statistics and other data to determine the level of customer service performance by teams and departments.
- Managed call volumes and maintained Service Level Agreements of 98.6% per client.
- Recorded employee attendance of 50 subordinates, PTO and reported all leaves of absence to the HR department weekly.
- Created clear, precise, and properly detailed product and service information on thecompany website.
- Built professional and trusting relationships with key customers and leveraged existing relationships via social media.
- Developed successful online sales operations from scratch by establishing and following strategic vision, mission, and operational plans.
- Corresponded with online customers to address questions or complaints about products, policies, or shipping methods.
Customer Service Department Manager
Chewy, Inc
Hollywood, FL
08.2017 - 01.2021
- Company offers pet products of all kinds and markets its products in North America
- Maintained associate payroll, benefit, and performance information.
- Established and maintained long-range plans for quality assurance.
- Established team priorities, maintained schedules, and monitored performance per Service Level Agreements.
- Improved staff morale and reduced employee turnover by 8%.
- Implemented and executed reviews of computer systems for compliance with state and federal regulations.
- Supervised and performed human resource management functions for 100 subordinates.
Security Officer - Supervisor
Allied Universal Security
Miami, FL
01.2015 - 08.2017
- Responsible for managing 6 subordinates, schedules, coordinated guest entries into a residential building, and patrolled to ensure safety and security of company property.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed an incident report to successfully manage complaints.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Monitored central alarm systems for fire, intrusion, and duress alarms and responded to emergencies weekly.
- Warned offenders about rule infractions and violations and verbally evicted violators from premises.
- Administered CPR and first aid to resuscitate individuals while waiting for emergency medical responders to arrive.
Records Specialist / Typist
First Choice Background Screening
Hollywood, FL
01.2013 - 02.2015
- First Choice provides companies of all sizes with pre-employment background screening services needed to make more sensible hiring decisions.
- Maintained and updated records through dedicated digital database.
- Scanned paper records to transfer to digital filing systems.
- Assisted with typing, data entry and answering incoming calls as required.
- Updated records with new information.
- Verified student eligibility and updated student records and collected and organized data.
Airport Security Officer
TSA
01.2010 - 01.2013
- Provide quality customer service to passengers as well as non-flying customers.
- Identified potential airport, rail, and mass transit security concerns and completed more in-depth checks as part of the investigation.
- Conducted bag searches and performed pat-downs of passengers to maintain secure, safe premises.
- Managed a team of 4 trained security professionals engaged in anti-terrorism activities.
- Conducted regular patrols of key areas to spot and control security concerns.
- Identified and challenged potentially unauthorized individuals for screening and detention in order to prevent access to restricted areas.
- Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
Education
Some College (No Degree) - Clinical Psychology
Florida Memorial University
Opa-locka, FLHigh School Diploma -
Miami Northwestern Senior High School
Miami, FL06.2008
Skills
- Budgeting and Expenditures
- Advertising Campaigns
- Decision Making
- Problem Solving
- Performance Evaluations
- Time Management
- Team Recruiting and Onboarding
- Interdepartmental Collaboration
- Staff Training and Development
- Shipping and Receiving Oversight
- Client Base Retention
- Operations Management
Certification
Certified Life Coach
Timeline
Customer Support Manager
Paw
01.2021 - 12.2021
Customer Service Department Manager
Chewy, Inc
08.2017 - 01.2021
Security Officer - Supervisor
Allied Universal Security
01.2015 - 08.2017
Records Specialist / Typist
First Choice Background Screening
01.2013 - 02.2015
Airport Security Officer
TSA
01.2010 - 01.2013
Some College (No Degree) - Clinical Psychology
Florida Memorial University
High School Diploma -
Miami Northwestern Senior High School