Amber Ahrens
Algonquin,IL
Summary
Dynamic customer service professional with a proven track record in leading and supporting teams to achieve exceptional results. Expertise in fostering collaboration and adapting to evolving challenges, ensuring seamless operations in fast-paced environments. Proficient in conflict resolution, staff training, and performance management, consistently driving team success. Recognized for reliability and strong communication skills, dedicated to cultivating a positive and productive workplace culture.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Shift Supervisor - L3
Envoy Air Inc.
Chicago, IL
07.2024 - Current
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Trained and mentored new staff on customer service protocols and operational efficiency.
- Resolved customer inquiries and complaints, enhancing overall satisfaction levels.
- Maintained performance metrics, identifying areas for improvement in team productivity.
- Managed team of customer service representatives, ensuring efficient shift operations and high-quality service.
- Assisted with recruiting efforts to attract top talent in the industry, contributing to a highly skilled workforce that consistently exceeded performance goals.
- Guided team members in professional development, enhancing overall team dynamics.
- Mediated staff member conflicts by actively listening to concerns and facilitating constructive dialogue.
- Optimized operational efficiency by overseeing daily activities and providing mentorship to team members.
Certified Instructor
Envoy Air Inc.
Chicago, IL
07.2023 - 07.2024
- Coordinated onboarding activities for new employees, aligning their preparation with regional training requirements.
- Delivered comprehensive instruction on aircraft door operations and gate procedures to ensure safety and efficiency.
- Create EPR’s and assign job roles in Learning Hub
- Oversaw jet bridge operations with a focus on compliance and safety standards for probationary agents. Conducted thorough evaluations to enhance agents’ understanding of their roles and responsibilities. Cultivated agent skills by delivering targeted feedback rooted in performance analysis.
- Conducted comprehensive assessments of jet bridge operations for all personnel to maintain driving qualification standards.
Lead Agent
Envoy Air Inc.
Chicago, IL
07.2023 - 07.2024
- Evaluated operational processes and zone assignments to ensure adequate resource allocation.
- Coordinated assistance for agents to ensure smooth operations and effective problem-solving during boarding.
- Facilitated meal breaks for agents to maintain operational efficiency and ensure proper gate and zone coverage.
- Oversaw inventory levels of zone supplies and initiated restocking requests as necessary.
- Monitored and executed flight closure protocols to guarantee on-time departures.
- Facilitated communication with management concerning zone operations.
Customer Service Agent
Envoy Air Inc.
Chicago, IL
09.2021 - 07.2023
- Assist customers with check in, ticketing, and itinerary changes
- Board flights via biometric boarding and by individually scanning boarding passes one at a time to ensure a safe and on-time departure
- Communicate with operations when necessary regarding flights, concerns of spills in the gate area, and any malfunctions with the jet bridge
- Monitor SSI information on computers and around the gate area
- Keep gate area clean and secured
- Monitor security access during the boarding and deplaning process
- Monitor and track flight schedules to meet aircraft upon arrival
Managing Barista
Dream Foods LLC
Elgin, IL
12.2019 - 03.2020
- Participated in meetings to discuss new wholesale opportunities
- Resolved scheduling problems, improved operations and provided exceptional client support
- Performed administrative duties, including creating schedules, taking inventory and ordering product
- Monitored social media and online sources for industry trends
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Handled 3-10 calls per day to address customer inquiries and concerns
- Contributed to team results in fast-paced lunch hour environments
- Developed and implemented updating training programs for employees
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment
Office Administrator
Master Clean, Inc.
Elgin, IL
07.2017 - 12.2019
- Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
- Reconciled account files and produced monthly reports to keep president informed about office operations.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Assisted in proper processing of up to 18-25 bookings monthly, encompassing multiple representatives.
- Collaborated with vendors to orchestrate efficient shipments of cleaning products.
- Trained new employees on administrative procedures, company policies and performance standards.
- Verified 25 salaried and hourly employee time cards to prepare accurate bi-weekly payroll.
- Managed budgets, appointment scheduling, and employee itineraries and accounts to improve productivity initiatives.
ON THE JOB TRAINER
Envoy Air Inc.
Chicago, IL
03.2022 - Current
- Train new hires when they come back from corporate training
- Make new hires feel welcome when first getting started on the floor
- Ensure that proper procedures are being taught from their check off list
- Teach proper jet bridge procedures and operations
- Communicated evaluation findings to training and management teams to enhance program effectiveness.
Veterinarian Technician
Randall Road Animal Hospital South Elgin
South Elgin, IL
05.2020 - 09.2021
- Handle phone calls as needed to address customer inquiries and concerns
- Talk with clients and take a detailed history of their animals
- Manage any outside pharmacy and online pharmacy request
- Effectively order flea, tick and heartworm prevention to maintain a proper amount in inventory
- Properly draw up vaccinations and fill medications
- Properly restrain animals to ensure the safety of staff and animals
- Safely and effectively preform blood draws and place IV catheters
- Clean and organize kennels, runs, and, rooms
Education
Veterinary Assistant - General Studies
Elgin Community College
Elgin, IL05.2017
No Degree - General Studies
Elgin Community College
Elgin, IL05.2017
High School Diploma -
Harry D. Jacobs High School
Algonquin, IL05.2015
Skills
- Resilient demeanor
- Supportive encouragement
- Policy enforcement
- Professional communication skills
- Team leadership
- Responsive to new challenges
- Experienced with Microsoft Office applications
Certification
- Ground Security Coordinator, GSC
- Complaint Resolution Official, CRO
- CARE Station Support
- Learning Hub Admin Access
Timeline
Customer Service Shift Supervisor - L3
Envoy Air Inc.
07.2024 - Current
Certified Instructor
Envoy Air Inc.
07.2023 - 07.2024
Lead Agent
Envoy Air Inc.
07.2023 - 07.2024
ON THE JOB TRAINER
Envoy Air Inc.
03.2022 - Current
Customer Service Agent
Envoy Air Inc.
09.2021 - 07.2023
Veterinarian Technician
Randall Road Animal Hospital South Elgin
05.2020 - 09.2021
Managing Barista
Dream Foods LLC
12.2019 - 03.2020
Office Administrator
Master Clean, Inc.
07.2017 - 12.2019
Veterinary Assistant - General Studies
Elgin Community College
No Degree - General Studies
Elgin Community College
High School Diploma -
Harry D. Jacobs High School