Amber Beach
Exeter,CA
Summary
Adaptable professional with 18 years of experience and a proven knowledge of customer communications, conflict resolution, and customer retention. Customer experiences are enhanced by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Customer Care Sales Channel Phone Agent
GoPro
10.2022 - 11.2023
- Interacted with clients on regular basis to quickly alleviate issues and provide status reports.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Surveyed customers by phone to promote products and services that would best fit needs.
- Boosted customer service satisfaction ratings through consistent quality control.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Customer Retention Representative II
Mattress Firm
09.2021 - 09.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved customer inquiries and complaints quickly.
Retail Store Manager
Mattress Firm
02.2015 - 09.2021
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Optimized store displays and appearance via strategic merchandising.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed store organization, maintenance, and purchasing functions.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Library Branch Manager
Tulare County
12.2004 - 04.2014
- Maintained friendly and professional customer interactions.
- Answered questions from patrons and helped to find desired materials.
- Developed library displays and implemented innovative outreach activities for improved community engagement.
- Inducted, informed and supported new users with thorough library orientations.
- Helped patrons locate resources using catalog and circulation systems.
- Marketed library's many services to visitors and patrons through active communication.
Education
Early Childhood Education
College of The Sequoias
Visalia, CA06.1997
Skills
- Customer Service Background
- Outstanding Interpersonal Skills
- Understanding of Sales Retention
- De-Escalation Techniques
- Problem Resolution
- Sales and Upselling
- Salesforce CRM
- Customer Relations
Timeline
Customer Care Sales Channel Phone Agent
GoPro
10.2022 - 11.2023
Customer Retention Representative II
Mattress Firm
09.2021 - 09.2022
Retail Store Manager
Mattress Firm
02.2015 - 09.2021
Library Branch Manager
Tulare County
12.2004 - 04.2014
Early Childhood Education
College of The Sequoias
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