Amber Coleman

• Provided exceptional customer support through various communication channels, ensuring client satisfaction and issue resolution.
• Assisted customers in navigating products and services, enhancing their overall experience with the company.
• Documented customer interactions accurately in CRM systems, maintaining comprehensive records for future reference.
• Resolved customer inquiries and complaints effectively, leveraging problem-solving skills to achieve positive outcomes.
• Contributed to team performance metrics by consistently meeting service level agreements and quality standards.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Maintained updated and detailed records of calls in physical and electronic database.
• Modernized communications systems to improve productivity, reliability and efficiency.
• Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
• Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
• Worked diligently to provide the best service to all calls coming into our department.
• Maintained up to date databases, conducted triennial audits with OLETS and consistently met standards

• Identified cases requiring additional resources and interventions, reaching out to supervisor to determine best next steps.
• Increased timely treatment protocols by leveraging current response and quality assurance requirements.
• Cultivated client rapport by interfacing with callers to aid with medical emergencies.
• Offered friendly and efficient service to customers handled challenging situations with ease.
• Proved successful working within tight deadlines and a fast-paced environment.
• Efficiently multi-tasked by taking calls, answering radios, entering logs, and running NCIC.

Major in Psychology with a focus on victimology

• 4.0 GPA
• Coursework focused on victimology