Amber Brawdy
Oklahoma City
Summary
Professional Customer Specialist motivated to provide highest quality customer experience. Strong administrative and organizational skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Marketplace Customer Specialist
FinditParts
11.2021 - 11.2024
- Handled all Ebay and Amazon marketplace customer interactions.
- Processed incoming part orders via the website
- Maintained up to date Google Docs tracing any suppliers causing late orders or customer complaints
- Tracked all seller performance stats over both platforms to confirm we maintained positive seller status
- Resolve customer disputes courteously to enhance customer satisfaction.
- Collaborated with customer service team to achieve seamless customer experience.
- Processed and tracked orders and shipments to verify accurate and on-time delivery of products.
- Corresponded with online customers to address questions or complaints about products, policies, or shipping methods.
- Developed relationships with suppliers to facilitate timely delivery of products.
- Managed product returns and exchanges to maintain customer satisfactions and minimize losses.
- Analyzed customer feedback to identify areas of improvement in online shopping experience.
- Responded to customer issues and resolved complaints by leveraging expert knowledge.
Team Manager
Amazon
06.2017 - 11.2019
- Directed group of 15 customer service associates handling daily and complex requirements of retail department.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Supervised staff of 15 personnel by implementing company policies, protocols, work rules and disciplinary action.
Escalation Specialist
Amazon
12.2015 - 06.2017
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Resolved average of 50 - 100 escalated calls, emails and chats per day, addressing customer inquiries, solving problems and providing product information.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Chat Support Specialist
Amazon
04.2015 - 12.2015
- Handled up to 5 inbound customer chat conversations at once.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Developed exemplary writing skills through continued correspondence with upwards of 200 customers per day.
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Amazon
04.2015 - 12.2015
- Resolved concerns with products or services to help with retention and drive sales.
- Answered over 200 calls per shift to meet fast-paced call center demands.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Investigated and resolved customer inquiries and complaints quickly.
Assistant Salon Manager
Tranquility Salon Day Spa
02.2013 - 03.2015
- Scheduled employees to maintain adequate coverage during business hours.
- Organized training for new 18 employee and receptionists.
- Developed sales and promotional campaigns around special holidays and seasonal events.
- Sourced high-quality and trending hair care products for salon, placing orders with suppliers.
- Prepared daily shifts based on demand and scheduled appointments.
- Maintained organization of salon and cleanliness of each station with regular cleaning and floor sweeping.
- Achieved personal sales goals by upselling products to meet individual needs.
- Maintained general appointment calendar and set shift schedules.
Salon Receptionist
Tranquility Salon Day Spa
02.2010 - 02.2013
- Escorted clients to spa areas, treatment rooms and offices.
- Trained new hires on new appointment scheduling, opening, closing duties and generating and balancing daily revenue reports.
- Introduced new beauty products to consumers by informing clients about use and benefits.
- Achieved specified sales targets by promoting special treatments, additional services, and products.
- Listened closely to customer complaints and responded appropriately to issues.
- Developed relationships with guests to meet client needs and encourage repeat service.
Education
Associate of Science - Social Work
Oklahoma City Community College
Oklahoma City, OKHigh School Diploma -
Buna High School
Buna, TXSkills
- Understanding Customer Needs
- Creative Problem Solving
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Cultural Awareness and Sensitivity
- Proactive Self-Starter
- Positive working relationships
Timeline
Marketplace Customer Specialist
FinditParts
11.2021 - 11.2024
Team Manager
Amazon
06.2017 - 11.2019
Escalation Specialist
Amazon
12.2015 - 06.2017
Chat Support Specialist
Amazon
04.2015 - 12.2015
Customer Service Representative
Amazon
04.2015 - 12.2015
Assistant Salon Manager
Tranquility Salon Day Spa
02.2013 - 03.2015
Salon Receptionist
Tranquility Salon Day Spa
02.2010 - 02.2013
High School Diploma -
Buna High School
Associate of Science - Social Work
Oklahoma City Community College