Amaris McCullum
Hattiesburg,USA
Summary
Dedicated and highly motivated Customer and Technical Support Specialist with over 6 years of experience in customer-facing roles, including technical support, billing, account services, and financial operations. Adept at resolving member concerns, performing financial transactions, and promoting services that meet member needs. Demonstrates strong knowledge of financial regulations, CRM systems, and cross-functional collaboration. Proven track record of exceeding service goals while maintaining high levels of confidentiality, professionalism, and accuracy.
Overview
11
11
years of professional experience
Work History
Technical Support/Billing & Subscription Advisor
Apple
Remote
09.2024 - Current
- Delivered Tier 2 technical support for Apple products, effectively resolving complex hardware and software issues.
- Guided customers through billing inquiries, service plans, and Apple subscriptions to achieve clarity.
- Conducted educational sessions on service options and product features for customer empowerment.
- Managed scheduling of Genius Bar appointments while adhering to company policies for prompt service.
- Engaged in continuous training and team huddles to refine communication techniques and support capabilities.
DEPUTY MUNICIPAL CLERK/911 DISPATCHER
The City Of Hattiesburg
Hattiesburg, MS
04.2019 - 07.2024
- Provided exceptional service by actively addressing customer concerns and inquiries.
- Documented renewal progress updates, including at-risk renewals and forecasts for management.
- Strengthened company reputation by effectively resolving issues and enhancing client satisfaction.
- Completed privilege tax license renewals and processed first-time applicants' information.
- Assisted with election processes to ensure smooth operations.
- Maintained professionalism while delivering kind customer service during high-pressure situations.
- Responded to client telephone inquiries, delivering informative and educational responses.
- Managed multi-line telephone calls, efficiently routing communications across City Hall.
Tier 2 Customer Service Representative
Maximus Federal Services
Hattiesburg, MS
05.2016 - 04.2019
- Maintained accurate customer account information through timely preparation and processing of forms and database updates.
- Delivered efficient, friendly service for routine inquiries and service complaints to enhance customer loyalty.
- Reviewed customer data to identify issues and determine eligibility for potential solutions.
- Boosted productivity by maintaining strong call control while efficiently navigating scripts to resolve diverse problems.
- Consistently met or exceeded benchmarks for call speed, accuracy, and volume.
- Provided courteous, professional responses to telephone inquiries using prescripted guidelines read verbatim.
- Processed routine financial transactions, including account changes, and application forms.
- Handled high-volume calls regarding account status, service eligibility, and issue resolution.
- Maintained compliance with federal privacy laws and ensured member confidentiality.
- Cross-sold government-backed financial services, and ensured regulatory adherence.
LEAD CASHIER
Popeyes
Hattiesburg, MS
06.2014 - 11.2018
- Processed customer payments and credit transactions with high efficiency.
- Maintained showroom and work area to uphold company standards.
- Trained new team members on cash register operations and stock procedures.
- Managed inventory levels and placed orders to fulfill demand.
- Troubleshot issues with cash registers, card scanners, and printers effectively.
- Stocked workstations to align with compliance guidelines.
- Handled customer concerns tactfully to foster satisfaction and loyalty.
- Ensured safety and cleanliness standards in fast-paced service environment.
Education
HIGH SCHOOL DIPLOMA -
Hattiesburg High School
Hattiesburg, MS05-2016
BUSINESS MANAGEMENT -
Pearl River Community College
Hattiesburg, MSSkills
- Member service and financial transactions
- Loan payoff calculations and account resolution
- Cross-selling and referral generation
- Banking compliance knowledge
- Symitar, CRM, and Zendesk proficiency
- Microsoft Office Suite and data entry
- Appointment scheduling and multi-line phone operations
- Conflict resolution and time management
- Sales training expertise
- Attention to detail and workload organization
- Audio response, billpayer, ATM, and home banking tools
Timeline
Technical Support/Billing & Subscription Advisor
Apple
09.2024 - Current
DEPUTY MUNICIPAL CLERK/911 DISPATCHER
The City Of Hattiesburg
04.2019 - 07.2024
Tier 2 Customer Service Representative
Maximus Federal Services
05.2016 - 04.2019
LEAD CASHIER
Popeyes
06.2014 - 11.2018
HIGH SCHOOL DIPLOMA -
Hattiesburg High School
BUSINESS MANAGEMENT -
Pearl River Community College