Amber Archibeque
Albuquerque,NM
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
T-Mobile
Albuquerque, New Mexico
06.2020 - 04.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- 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.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Advocate
Alliance Data
Rio Rancho, New Mexico
05.2014 - 05.2020
- Greeted and assisted customers with inquiries regarding products and services.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Resolved customer complaints via phone, email, mail or social media.
- Maintained records of customer interactions and transactions.
- Developed relationships with customers through friendly conversations.
- Identified potential opportunities to upsell products or services.
- Adhered to all company guidelines when interacting with customers.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Developed project status reports by collecting, analyzing, and summarizing information from various sources.
- Provided administrative support to the project team, including scheduling meetings, making travel arrangements, preparing agendas, taking meeting notes and distributing minutes.
- Organized and maintained up-to-date records of project documents such as plans, budgets, progress reports and other related materials.
Customer Service Representative
Alorica
Albuquerque, New Mexico
07.2010 - 05.2014
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
Education
Associate of Science - Engineering Mechanics
Central New Mexico Community College
Albuquerque, NM06-2025
Skills
- Call Management
- Complaint resolution
- Scheduling
- Data Entry
- Data Collection
- Inbound and Outbound Calling
- High-energy attitude
Timeline
Customer Service Representative
T-Mobile
06.2020 - 04.2024
Customer Service Advocate
Alliance Data
05.2014 - 05.2020
Customer Service Representative
Alorica
07.2010 - 05.2014
Associate of Science - Engineering Mechanics
Central New Mexico Community College