Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amber Chann

GA

Summary

Customer Service Supervisor with proven problem-solving skills, enhancing customer satisfaction through effective training and innovative solutions. Expert in CRM software and time management, I successfully streamlined processes, resulting in increased efficiency and loyalty. Committed to fostering team collaboration and achieving key performance indicators.

Overview

13
13
years of professional experience

Work History

Customer Service Supervisor

Sisecam Resources
01.2025 - Current
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Researched and corrected customer concerns to promote company loyalty.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Created, prepared, and delivered reports to various departments.
  • Trained new personnel regarding company operations, policies and services.

Customer Service Team Lead

Sisecam Resources
01.2022 - 12.2024
  • Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
  • Managed high-performing customer service team, consistently exceeding company performance benchmarks.
  • Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
  • Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
  • Collaborated with cross-functional teams to develop new strategies for improving the overall customer experience.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Oversaw inventory management for customers under supplier-managed inventory agreements.

Customer Service Representative

Ciner Resources
04.2016 - 01.2022
  • Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
  • Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
  • Maintained up-to-date knowledge of industry trends, sharing insights with colleagues to drive continuous improvement efforts.
  • Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
  • Established effective communication channels between departments by organizing and facilitating cross-functional meetings.
  • Tracked supply and product inventory quantities to maintain necessary levels.
  • Coordinated incoming and outgoing shipments to maintain schedules.
  • Managed inventory levels for optimal cost savings and minimal stockouts.
  • Oversaw every phase of supply chain, from purchase order to delivery to invoicing, targeting end-user satisfaction.
  • Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
  • Managed and tracked truck and rail shipments such as bills of lading, delivery receipts, packing lists.
  • Provided customers with status updates for tracked shipments.
  • Developed strong relationships with carriers and terminals.
  • Issued timely and accurate responses to both internal and external inquiries.
  • Enhanced customer satisfaction by proactively resolving shipping issues and providing timely updates on order status.
  • Coordinated driver dispatch to accomplish daily delivery requirements.
  • Tracked orders and notified customers of status or potential delays.
  • Coordinated shipments and tracked progress to facilitate timely delivery.
  • Managed inventory levels to verify availability of stock for customer orders.
  • Reviewed and submitted terminal reconciliation reports at month-end to ensure financial accuracy ad compliance.
  • Prepared and presented reports to management on logistics performance.
  • Monitored and adjusted inventory levels according to demand.
  • Developed contingency plans for potential disruption scenarios ensuring business continuity during unforeseen events.
  • Collaborated with sales and marketing teams to align supply chain strategies with customer needs and expectations.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Identified, researched, and resolved billing variances to maintain system accuracy.
  • Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
  • Collaborated with customers to resolve billing disputes.
  • Manage and process customer billing.
  • Process invoices, credit and debits.

Customer Service Lead

Zep
01.2012 - 04.2016
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Maintained up-to-date knowledge of product and service changes.
  • Cross-trained and provided backup support for organizational leadership.
  • Investigated and resolved service and delivery concerns.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Managed timely and effective replacement of damaged or missing products.
  • Cross-trained and backed up other customer service representatives.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.

Education

BBA - Business Administration And Management

Georgia State University
Atlanta, GA

Skills

  • Problem-solving
  • Time management
  • Customer service
  • Multitasking and organization
  • New hire training
  • Key performance indicators (kpis)
  • CRM software proficiency
  • SAP
  • TMS

Timeline

Customer Service Supervisor

Sisecam Resources
01.2025 - Current

Customer Service Team Lead

Sisecam Resources
01.2022 - 12.2024

Customer Service Representative

Ciner Resources
04.2016 - 01.2022

Customer Service Lead

Zep
01.2012 - 04.2016

BBA - Business Administration And Management

Georgia State University

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Amber Chann