Amal Chambers
Plano,United States
Summary
Dynamic representative recognized for exceeding quality metrics and enhancing customer experiences. Proven ability to manage relationships and resolve escalated complaints while identifying feedback trends for continuous improvement. Talented in handling caller interactions to satisfy, resolve, educate, otherwise transfer the caller to the handling adjuster for specific details on their claim.
Overview
9
9
years of professional experience
Work History
Customer Care Advocate
Sedgwick ABU
Plano, TX
08.2024 - Current
- Handled escalated complaints, demonstrating professionalism and empathy to restore caller satisfaction.
- Surpassed quality metrics targets by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Collaborated with team members to enhance customer service quality and resolve issues efficiently.
- Trained new colleagues on customer care protocols and best practices on phone calls and email handling.
- Actively participated in and led team meetings to discuss issues, ideas, or team building exercises for enhancing the overall customer experience.
- Identified customer feedback trends and reported insights to management for strategic improvements.
- Educated claimants and callers where applicable to alleviate the need for future contact.
- Assigned to several special projects such as the handling of obtaining police reports for auto liability claims, handling the filing of non-employee and forwarding of legal paperwork for proper handling, and intaking and forwarding of paperwork in Amazon New Loss and DSP email boxes.
Sales Associate
Hollywood Feed
Plano, United States
10.2021 - Current
- Created memorable customer experiences by offering personalized sales support.
- Demonstrated selling experience in fast-paced, service-oriented retail setting.
- Guided customers in-store, facilitating sales and efficiently processing returns.
- Resolved concerns using strong communication and conflict management skills combined with expert sales abilities.
- Addressed customer concerns through effective communication and conflict resolution.
- Engaged in training sessions to deepen product knowledge and improve customer interactions.
Runner
Favor
, Texas
04.2018 - 10.2021
- Loaded packages safely, ensuring timely delivery and minimizing potential damage.
- Used handheld device to scan orders, obtain route information and navigate.
- Operated vehicle cautiously on all routes in adherence with state and federal laws.
- Obeyed local traffic laws and DOT requirements.
- Followed directions from dispatch to adjust delivery plans.
- Answered customer questions, resolving delivery issues to enhance customer satisfaction.
- Alerted management to serious issues with customer deliveries, vehicle maintenance concerns and paperwork problems.
Cashier/Usher
Cinemark
Plano, Texas
08.2017 - 04.2018
- Sold and collected admission tickets, passes and facility memberships from patrons at entertainment events.
- Maintained clean, organized, and well-stocked checkout areas with regular attention to displays.
- Balanced cash drawer at the beginning and end of each shift, investigating and resolving any discrepancies.
- Resolved guest issues by working with customer service leaders and managers to meet individual needs.
- Educated customers on promotions and special offers, enhancing sales opportunities.
- Addressed customer questions and complaints with professionalism.
- Redeemed coupons, loyalty points and benefits for purchased items.
- Issued refunds and credits to customers and documented reasons.
- Recovered sales from dissatisfied customers through active listening and effective problem resolution.
- Welcomed guests with friendly conversation and comprehensive support.
- Supported individuals with special needs, including patrons using wheelchairs and crutches.
- Helped maintain security by verifying individual and group tickets.
- Monitored guest behavior during film screenings to maintain a respectful environment. from guests within auditoriums while films were played.
Education
High School -
Plano Senior HIghschool
Plano, Texas04-2017
Skills
- Customer service
- Customer engagement
- Customer service excellence
- Complaint resolution
- Dispute resolution
- Issue resolution
- Escalation management
- Relationship management
- Relationship building
- Quality assurance
- Feedback implementation
- Analytical skills
- Data analysis
- Report preparation
- Documentation management
- Interaction tracking
- Billing inquiries
- Coaching
- Training coordination
- Call center experience
- Time management
- Task prioritization
- Organizational Skills
- Attention to detail
- Problem-Solving Ability
- Problem solving
- Conflict management
- Empathy and patience
- Strong communication
- Communication skills
- Verbal and written communication
- Service-oriented
- Team collaboration
- Adaptability and flexibility
- MS Word
- Google Drive
- Data entry proficiency
- Issue escalation
- Customer service excellence
- Customer data management
- Adaptability and flexibility
- Verbal and written communication
- Call handling
- Quality metrics achievement
Middle Initial
C
Accomplishments
- Received Outstanding performance from both Team Leads in the ABU during Mid and End of Year performance reviews.
- Consistently hits all performance metrics and has been trusted to handle multiple special projects and lead team huddles during a team leads absence.
Timeline
Customer Care Advocate
Sedgwick ABU
08.2024 - Current
Sales Associate
Hollywood Feed
10.2021 - Current
Runner
Favor
04.2018 - 10.2021
Cashier/Usher
Cinemark
08.2017 - 04.2018
High School -
Plano Senior HIghschool