Amber Bass
Sandy Springs,GA
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
10
10
years of professional experience
Work History
Product Support Specialist
Versapay
09.2023 - Current
- Provide answers to client questions via phone and email queues in a timely manner
- Research feature request and suggest alternatives to ensure client satisfaction
- Submit issues to the correct department on the clients’ behalf that arise from phone and/or email conversations to help expedite service
- Keep upper management advised of any critical issues through collaboration with product developers
- Providing outstanding customer service and support
Director of Customer Experience
Targatek Inc.
01.2022 - 04.2023
- Onboarded and implemented new clients and board members
- Collaborated on the creation of training literature and videos for client onboarding
- Managed JIRA projects for software development, including creating thorough stories and tracking progress
- Conducted demos to showcase platform knowledge and usability to potential customers and investors
- Maintained ticketing system to track and resolve customer issues promptly
- Developed system enhancements based on client and board member feedback to improve customer experience
- Collaborated with cross-functional teams to present products to the mainstream market
- Translated thought concepts into UX requirements, working directly with engineers and development teams
- Developed SaaS solutions to meet evolving business needs.
Business Consultant- End User Support
Fiserv
05.2021 - 12.2021
- Generated leads and retained clients through relationship management and cross-consulting
- Utilized tablet and cloud-based solutions to support small businesses
- Demonstrated cold-calling and self-sourcing leads expertise
- Developed effective plans to build pipeline and drive revenue growth
- Handled complex calls, analyzed problems, and interacted with stakeholders at various levels
- Configured hardware and software on POS terminals
- Provided training and education on security best practices
- Troubleshot, imaged, configured, and deployed Windows and Apple workstations and laptops
- Positioned SaaS plans for optimal merchant experience and retention
Sr Analyst – Clover End User Support
First Data (Fiserv)
04.2018 - 05.2021
- Interacted with business owners via inbound/outbound calls, chat, and email support
- Analyzed system requirements for internal and external applications
- Configured hardware and software on POS terminals
- Collaborated with vendors to configure backend applications and databases
- Verified backups, troubleshooted failures, and opened trouble tickets
- Provided training and education on security best practices
- Created technical documents and maintained knowledge base
- Handled complex calls, analyzed problems, and interacted with stakeholders
- Organized and planned work independently
- Demonstrated expertise in Clover SaaS plans and cloud platform functionality.
Support Analyst - End User Support
Toys R US
09.2017 - 04.2018
- Interacted with Toys R US personnel via inbound/outbound calls, chat, and email support
- Analyzed system requirements for internal and external applications
- Collaborated with vendors to configure backend applications and databases
- Verified backups and troubleshooted failures
- Created technical documents and maintained knowledge base
- Provided training and education on security best practices
- Handled complex calls, analyzed problems, and interacted with stakeholders
- Organized and planned work independently.
Store Manager
Alfred Angelo Bridal
04.2014 - 09.2017
- Conducted bridal appointments and provided exceptional customer service
- Managed store operations and implemented business development strategies
- Leveraged networking partnerships and social media for brand representation
- Ensured a flawless shopping experience by maintaining store standards
- Balanced and maintained allotted budgets for the store- payroll, supplies etc
Education
Psychology Pre-Med -
Spelman College
Atlanta, GASkills
- Incident Management
- Telephone support
- Issue Reporting
- Hardware troubleshooting
- CRM Software
- Cross-Functional Collaboration
- Escalation management
- Service Desk Operations
- Knowledge Base Maintenance
- Call Management
- Help Desk Support
- Account Administration
- Customer Service
References
Available Upon Request
Training
- Project Management
- Global Leadership and Management
- Management Information Systems
- Managing Project Risks and Opportunities
- Insurance Billing and Coding
Timeline
Product Support Specialist
Versapay
09.2023 - Current
Director of Customer Experience
Targatek Inc.
01.2022 - 04.2023
Business Consultant- End User Support
Fiserv
05.2021 - 12.2021
Sr Analyst – Clover End User Support
First Data (Fiserv)
04.2018 - 05.2021
Support Analyst - End User Support
Toys R US
09.2017 - 04.2018
Store Manager
Alfred Angelo Bridal
04.2014 - 09.2017
Psychology Pre-Med -
Spelman College
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