Amber Beatty
Austin,Texas
Summary
Qualified Customer Service Analyst with over 18 years in fast-paced customer service and call center environments. Personable and professional under pressure. Superior computer skills and telephone etiquette. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
Supervisor/Manager
Celink
06.2018 - 07.2022
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Coached team members in techniques necessary to complete job tasks.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Mentored and guided employees to foster proper completion of assigned duties.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Produced monthly financial reports like income statements, balance sheets and cash flow statements for presentation..
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Fostered excellence by example by "setting pace" and being hands on mentor to staff.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to mortgage servicing, benefits administration and general liability.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Completed human resource operational requirements by scheduling and assigning employees.
- Assisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Worked alongside global business leader to deploy new training strategies.
- Obtained updated contact information from all subjects and verified data for accuracy.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database.
- Reviewed time records for 25 employees to verify accuracy of information.
- Conducted new hire orientations and training sessions, and trained current employees on new equipment and procedures.
- Corrected employee behavior that did not reach accepted standards, and recognized performance that met or exceeded those criteria.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Trained new hires to perform cross-training exercises with experienced workers.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for 15 new employees.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Complied with established internal controls and policies.
- Recruited, interviewed, hired and trained employees and implemented mentoring program to promote positive feedback and engagement.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
- Evaluated employee performance and coached and trained to improve weak areas
Customer Service Representative Trainer/Team Lead
One West Bank
07.2008 - 06.2018
- Maintained up-to-date knowledge of product and service changes.
- Trained new hires on operating procedures and company services.
- Promptly respond to inquiries and requests.
- Answer and manage incoming and outgoing calls while notating detailed account information.
- Resolve customer inquiries in professional manner while prioritizing customer satisfaction.
- Document all customer inquiries and comments thoroughly and quickly.
- Refer unresolved customer grievances to designated departments for further investigation.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Resolved account issues to build rapport and relationships with clients.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
- Assisted with preparing information required for quotes and addressed potential service concerns.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Escalations Specialist II/Qaulity Analyst
Netspend
08.2005 - 07.2008
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Resolved technical problems for customers by asking clear and specific questions.
- Prepared reports and communication for senior management and clients.
- Referred unresolved customer grievances to designated departments for further investigation.
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
- Accurately documented, researched and resolved customer service issues.
- Gathered and verified all required customer information for tracking purposes.
- Managed high call volume with tact and professionalism.
- Provided incentive to increase productivity by offering employees awards for best customer service.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Acted professionally and patiently when addressing negative customer feedback.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Met or exceeded service and quality standards every review period.
- Cross-trained and backed up other customer service managers.
- Adhered to all confidentiality requirements at all times.
- Solved unresolved customer issues.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Provided accurate, specific and timely performance feedback for CSRs.
- Identified individual development needs with appropriate training.
- Maintained accurate records of past due customer account activity.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Cross-trained and provided back up for customer service managers.
- Effective liaison between customers and internal departments.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
Education
High School Diploma - undefined
Crockett
Austin, TX2000
Skills
- Quality assurance
- Microsoft Outlook, Word and Excel
- Adherence to high customer service standards
- Excellent time management skills
- Exceptional telephone etiquette
- Adheres to customer service procedures
- Strong problem solving aptitude
- Customer service award
- Familiarity with Key Performance Indicators (KPIs)
- Exceptional workflow management
- Multi-line phone operation proficiency
- Skilled in call center operations
- Department Reviews
- Job Assignments
- Workflow Coordination
- Standard Operating Procedure Development
- Recruit Well-Qualified Staff
- Human Resource Management
- Problem Identification
- Quality Assurance Controls
- Organizational Goal Development
- Proper Staffing
- Performance Improvement
- Company Policy Compliance
- New Hire Orientation
- Daily Schedule Creation
- Class Development
- New Hire Paperwork Processing
- Cross-Functional Team Development
- Remote Employee Training
- Workflow Process Improvement
- Video Instruction
- Develop Training Programs
- Providing Feedback
- Individual Trainings
- Mortgage Loan Servicing
- Collection Practices
- Tax Analysis
- Quality Assurance
- Personnel Recruitment
- Excellent Team Leadership
- Human Resources Knowledge
- Financial Reporting and Analysis
- Collections Actions
- Remote Video Conferencing
- Spreadsheet Tracking
- FHA Loan Process Knowledge
- Risk Management Expertise
- Account Analysis Expertise
- Performance Appraisal
Accomplishments
- Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
- Cross-trained 3-20 new call center representatives.
- Recipient of " Employee of the Month Award" in 2008.
- Supervised team of 15 staff members.
Additional Information
Professional References available upon request.
Timeline
Supervisor/Manager
Celink
06.2018 - 07.2022
Customer Service Representative Trainer/Team Lead
One West Bank
07.2008 - 06.2018
Escalations Specialist II/Qaulity Analyst
Netspend
08.2005 - 07.2008
High School Diploma - undefined
Crockett
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