Amber Cole
Albuquerque,NM
Summary
Dynamic Shift Manager at Maverik with a strong focus on customer service and employee training. Proven ability to resolve escalated issues and enhance team performance through effective communication and problem-solving. Skilled in cash handling and compliance, ensuring operational excellence in fast-paced environments. Committed to fostering a positive workplace culture.
Overview
11
11
years of professional experience
Work History
Call Operator
City of Albuquerque Transit Department
Albuquerque, NM
10.2025 - Current
- Managed high-volume incoming calls, ensuring timely responses and customer satisfaction.
- Utilized call management software to track interactions and resolve issues efficiently.
- Collaborated with team members to streamline communication processes and improve service delivery.
- Trained new operators on call handling procedures and best practices for customer engagement.
- Analyzed call data to identify trends and recommend process improvements for operational efficiency.
- Developed scripts for common inquiries, enhancing consistency in customer interactions.
- Facilitated regular team meetings to discuss challenges, share insights, and align on objectives.
- Implemented feedback mechanisms to gather customer input, driving continuous service enhancements.
- Achieved high levels of customer satisfaction through empathetic problem-solving and clear communication.
- Managed availability of service through management of shared calendar solution.
Shift Manager
Maverik
Albuquerque, NM
02.2025 - 09.2025
- Learned and adhered to safety protocols in fast-paced environment
- Assisted in training new team members on operational procedures
- Supported daily operations by ensuring equipment functionality
- Monitored inventory levels and restocked supplies as needed
- Delivered excellent customer service to enhance guest experience
- Collaborated with team to maintain cleanliness and organization
- Adapted quickly to changing priorities during peak hours
- Communicated effectively with staff to coordinate shift tasks
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Promoted a positive work environment through open communication and constructive feedback.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
Shift Leader
Walgreens
Albuquerque, NM
10.2017 - 07.2018
- Learned and adhered to safety protocols in fast-paced environment
- Assisted in training new team members on operational procedures
- Supported daily operations by ensuring equipment functionality
- Monitored inventory levels and restocked supplies as needed
- Delivered excellent customer service to enhance guest experience
- Collaborated with team to maintain cleanliness and organization
- Adapted quickly to changing priorities during peak hours
- Communicated effectively with staff to coordinate shift tasks
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Promoted a positive work environment through open communication and constructive feedback.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
Call Representative
Sitel
Albuquerque, NM
05.2015 - 03.2017
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
- Utilized CRM software to document interactions and track customer feedback effectively.
- Adapted to evolving product knowledge to assist customers with accurate information.
- Collaborated with team members to enhance communication strategies and improve service quality.
- Managed high call volumes while maintaining professionalism and composure under pressure.
Education
GED C.n.a - Nusring
Eastern Nm University
Roswell, NM06.2007
Skills
- Cash handling
- Decision-making
- Customer service focus
- Employee training
- Handling customer complaints
- Quality assurance
- Tech-Savvy
- Team building
- Compliance
- Shift leadership
- Customer service
- Problem-solving
- Active listening
- Computer skills
Timeline
Call Operator
City of Albuquerque Transit Department
10.2025 - Current
Shift Manager
Maverik
02.2025 - 09.2025
Shift Leader
Walgreens
10.2017 - 07.2018
Call Representative
Sitel
05.2015 - 03.2017
GED C.n.a - Nusring
Eastern Nm University