Amber Clegg
Henderson,NV
Summary
Highly empathetic and organized professional with 20+ years of experience in high-stress customer care management, transitioning into special education support. Proven expertise in crisis de-escalation, conflict resolution, and utilizing positive reinforcement to manage challenging situations. Skilled at tracking detailed data, collaborating with cross-functional teams, and adapting strategies to meet individual needs. Eager to provide dedicated, patient behavioral and academic support to students in specialized school programs.
Overview
21
21
years of professional experience
Work History
Customer Care Manager
State Farm
05.2007 - Current
- De-escalate concerns with calm, positive communication by actively listening, redirecting frustration, and finding solutions for upset clients in high-pressure situations.
- Assist with operations including daily opening/ closing procedures, scheduling, organized record keeping, and coordinating tasks using Microsoft Teams and Outlook
- Maintain client safety and confidentiality by following strict state and federal compliance rules, accurate documentation, and secure data entry daily in Excel.
- Support team instruction and onboarding by training new staff on procedures, policies, and communication skills; created simple guides to help new team members learn the material.
Cafe Supervisor and Event Planner
Club Sport Green Valley
01.2005 - 05.2007
- Supervised daily cafe operations, ensuring smooth workflow and high service standards while maintaining state and federal food safety regulations.
- Coordinated and facilitated events on property according to clients request and club standards and safety regulations.
- Supervised summer kids club ensuring proper nutrition and food standards; monitored kids events, ensuring safety and timeliness.
Education
Bachelor of Science - Business Administration And Marketing
Fort Hays State University
Hays, KS05-2012
Skills
- Navigating and advocating IEP systems
- Training and mentoring
- Team management
- CPR and first aid certified
- Data entry and record keeping in Microsoft platforms
- Active listening, de-escalation, and conflict resolution
- Organized, detail orientated and reliable team support
- Behavior redirection and positive reinforcement management
- Adapting explanations for diverse communication styles and needs
- Client confidentiality and complience
Timeline
Customer Care Manager
State Farm
05.2007 - Current
Cafe Supervisor and Event Planner
Club Sport Green Valley
01.2005 - 05.2007
Bachelor of Science - Business Administration And Marketing
Fort Hays State University