Amanda Colbert
Panama City,FL
Summary
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
7
7
years of professional experience
Work History
Customer Support Manager
301st Force Support Flight
Tyndall AFB, FL
09.2021 - Current
- Directed and implemented company-wide HR policies and procedures to ensure compliance with state and federal regulations
- Managed full-cycle recruitment process, including sourcing candidates, conducting interviews, and extending job offers
- Developed and conducted employee training programs on diversity, harassment prevention, and performance management
- Oversaw benefits administration, including enrollment, changes, and communication with employees
- Developed customer service policies and procedures.
- Identified potential areas for process optimization within the department's operations.
- Developed strategies to improve overall customer satisfaction ratings.
- Led investigations into employee relations issues and provided guidance on conflict resolution strategies.
Customer Support Staff Supervisor
HQ AFRC Command Support Section
Robins AFB, GA
11.2019 - 09.2021
- Developed and implemented employee training programs to enhance skills and improve overall performance, resulting in a 15% increase in employee satisfaction scores
- Conducted investigations into employee relations issues and provided guidance to managers on conflict resolution, resulting in a 30% reduction in employee grievances
- Implemented an automated performance management system to track and evaluate employee performance, leading to a 25% increase in overall productivity
- Ensured compliance with all state and federal employment laws and regulations, maintaining a 100% accuracy rate in HR documentation and records
- Led a team of HR professionals to streamline recruitment processes, resulting in a 20% decrease in time-to-fill for open positions.
- Assisted in recruiting, interviewing, and hiring new employees for the support staff team.
Customer Service Manager
HQ AFRC Command Support Section
Robins AFB, GA
11.2017 - 11.2019
- Supervised and developed a team of 2 personnel
- Managed deployment programs, overseeing the deployment of 30 people to 10 locations and purchasing $73K in gear
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Implemented innovative methods for streamlining the customer service process.
- Provided exceptional customer service to ensure customer satisfaction.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered customer inquiries via phone, email, and chat.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Education
Master of Science - Human Resources and Organization Development
University of Louisville
Louisville, KY07.2024
Baccalaureate of Science - Human Resource Management
Sain Leo University
Saint Leo, FLAssociate in Applied Science - Human Resource Management
Community College of the Air Force
Maxwell-Gunter AFB, ALAssociate in Applied Science - Liberal Arts
Saint Leo University
Saint Leo, FLAssociate in Applied Science - Air Transportation
Community College of the Air Force
Maxwell-Gunter AFB, ALSkills
- Payment Processing
- Data Entry
- Call Management
- Complaint resolution
- Employee relations
- Talent management
- Recruitment processes
- Training programs
- Performance management
- Inbound and Outbound Calling
- Strategic thinking
- Communication skills
- Team management
- Administrative tasks
- Database management
- Microsoft Office Suite
- Typing proficiency
- Customer Service
Additionalinformation
Secret, 04/19/27, 5 Point, Trained over 30 Airmen in first-aid procedures and coordinated other essential training courses., Assisted families of deployed members with emergency leave and other needs., Managed officer promotions and coordinated with relevant agencies., Served as a key advisor on personnel matters to the unit commander, managing personnel actions for over 1,200 members., Handled financial responsibilities, including managing deployment funds and acting as an alternate resource advisor., True
Personal Information
Title: Human Resources Manager
Timeline
Customer Support Manager
301st Force Support Flight
09.2021 - Current
Customer Support Staff Supervisor
HQ AFRC Command Support Section
11.2019 - 09.2021
Customer Service Manager
HQ AFRC Command Support Section
11.2017 - 11.2019
Master of Science - Human Resources and Organization Development
University of Louisville
Baccalaureate of Science - Human Resource Management
Sain Leo University
Associate in Applied Science - Human Resource Management
Community College of the Air Force
Associate in Applied Science - Liberal Arts
Saint Leo University
Associate in Applied Science - Air Transportation
Community College of the Air Force
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