Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amber Balistreri

Kaukauna,WI

Summary

Detail-oriented and highly motivated Senior Email Specialist with extensive experience supporting both U.S. and international teams in fast-paced customer service environments. Skilled in managing complex email inquiries, coaching team members, and ensuring first-pass accuracy using omni-channel platforms, Salesforce, and Sprinklr. Skilled at reviewing reports, spotting trends, and finding ways to make processes smoother and more efficient. Known for being a dependable resource, helping resolve tricky issues, and keeping high standards, all while working independently from home.

Overview

21
21
years of professional experience

Work History

Senior Customer Service Email Specialist

Alta Resources
10.2020 - Current
  • Primary job is to be a resource for our U.S. and Philippines-based email teams, providing guidance, support, and coaching to ensure high-quality customer interactions.
  • Manage and resolve complex escalations, senior-level cases.
  • Cross-department work in quality, live chats, first-pass accuracy and/or coaching opportunities and listen and review phone calls.
  • Utilize platforms such as Omni-Channel, Salesforce, and Sprinklr to track, document, and resolve customer inquiries efficiently.
  • Ensure accurate case coding and maintain first-pass accuracy for compliance and training opportunities.
  • Run and review an critical report three times a day to catch any media contacts and make sure nothing slips through the cracks—helping the company avoid potential fines.
  • Developed standardized email templates to enhance response efficiency and consistency.
  • I look for patterns, suggest improvements, and work with leadership to make our processes simpler and more effective for everyone.

Youth Resident Care Worker/Crisis Line Worker

Courage MKE
05.2020 - 11.2022
  • Provided crisis support primarily during overnight shifts, answering calls and helping youth navigate difficult situations.
  • Advocated for displaced children, ensuring their needs were heard and met while offering emotional support.
  • Assisted youth living in group homes by maintaining a safe and clean environment, fostering stability and comfort.
  • Supported youth one-on-one during challenging moments, de-escalating in-home crises and helping them manage stress.
  • Built trusting relationships with youth, acting as a reliable resource and positive role model during their stay.

AFH Direct Support Professional

Innovative Services. Inc
10.2019 - 05.2020
  • Provided daily support for three non-verbal men with autism, assisting with personal care tasks including teeth brushing, bathing, grooming, dressing, shaving, and occasional haircuts.
  • Prepared meals while following specific dietary restrictions and ensured a safe, structured routine for each individual.
  • Maintained a clean and organized household environment, completing general cleaning and upkeep tasks.
  • Adapted to each individual’s unique behaviors and routines, offering patience, consistency, and compassionate care.
  • Supported daily living and promoted independence while ensuring safety and comfort for all residents.

CBRF Caregiver

Agape Of Appleton Inc
07.2019 - 05.2020
  • Provided daily support for eight adults in a Community-Based Residential Facility (CBRF), assisting with personal care routines and daily activities.
  • Helped with medication administration, transportation, grocery shopping, meal planning, and preparing nutritious meals.
  • Maintained a clean, safe, and organized home environment to support residents’ well-being.
  • Adapted support to meet each individual’s unique needs, promoting independence, comfort, and quality of life.
  • Collaborated with team members to ensure all residents received consistent and compassionate care.

Custodian

Building Services Group INC
06.2015 - 07.2019
  • Performed daily janitorial duties including sweeping, mopping, vacuuming, dusting, and sanitizing classrooms, bathrooms, and common areas.
  • Operated floor equipment such as scrubbers, buffers, and performed stripping and waxing of floors.
  • Assisted with moving furniture and rearranging spaces as needed for school activities and events.
  • Conducted routine security checks to ensure a safe environment for students and staff.
  • Maintained high standards of cleanliness and hygiene, contributing to a healthy learning environment.

Sanitation Technician

Create-A-Pack Foods Inc
12.2012 - 06.2015
  • Disassembled production lines fully, including breaking down equipment, removing parts and disconnecting piping to be able to fully clean lines using various chemicals.
  • Reassembled production lines efficiently to restore production with minimal downtime.
  • Worked with team members from multiple departments to maintain strict cleanliness standards.
  • Maintained spotless restrooms and break rooms with detail-oriented approach and consistent attention.
  • Washed down facility walls, floors, and doors regularly with cleaning solutions and sprayers.
  • Collected, sorted, and disposed of garbage and recycling from production work areas.
  • Cleaned facility with brooms, mops, vacuum cleaners, and industrial cleaning chemicals, following chemical safety and chemical handling procedures.

Machine Operator

Nestle USA
12.2008 - 11.2012
  • Operated machinery to maintain continuous production, ensuring quality standards and accurate USDA documentation were consistently met.
  • Troubleshot equipment issues and communicated any downtime or maintenance needs to supervisors, quality, and maintenance teams.
  • Disassembled and reassembled machines for sanitation, performing thorough cleaning to maintain a safe and compliant work environment.
  • Assisted with general labor in packaging and production, supporting team efficiency and workflow.
  • Maintained a clean and organized work area, contributing to safety, compliance, and overall productivity.

Assistant Manager

KFC
07.2004 - 12.2008
  • Supervised staff and managed daily store operations, including opening and closing procedures.
  • Handled cash management tasks such as daily bank deposits and cash reconciliation.
  • Delivered excellent customer service by addressing complaints, resolving issues, and maintaining a positive dining experience.
  • Oversaw inventory management, restocking, and organization to support smooth operations.
  • Assisted with hiring by conducting interviews and helping train and develop team members.

Education

GED -

Fox Valley Technical College
Appleton, WI
01-2009

Skills

  • Customer support (email, live chat, in-person, phone)
  • Conflict resolution & de-escalation
  • Guiding team development
  • Use of platforms such as Salesforce, Omni-Channel, Sprinklr
  • Multi-tasking in fast-paced environments
  • Support for email-based representatives
  • Senior Quality control specialist
  • Template creation for emails

Timeline

Senior Customer Service Email Specialist

Alta Resources
10.2020 - Current

Youth Resident Care Worker/Crisis Line Worker

Courage MKE
05.2020 - 11.2022

AFH Direct Support Professional

Innovative Services. Inc
10.2019 - 05.2020

CBRF Caregiver

Agape Of Appleton Inc
07.2019 - 05.2020

Custodian

Building Services Group INC
06.2015 - 07.2019

Sanitation Technician

Create-A-Pack Foods Inc
12.2012 - 06.2015

Machine Operator

Nestle USA
12.2008 - 11.2012

Assistant Manager

KFC
07.2004 - 12.2008

GED -

Fox Valley Technical College

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