Summary
Overview
Work History
Education
Skills
References
Timeline
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AMBER CONGER

Indianapolis,IN

Summary

Experienced customer service representative offering 12 years of experience dedicated to boosting customer service excellence with detail-oriented approach and dedicated follow-through. Assess current systems with critical eye to develop efficiency-boosting enhancements. Well-organized and highly analytical problem solver. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication, as well as administrative oversight. Successful at training and mentoring employees to promote culture of cooperation and ongoing improvement. Great team player comfortable thriving in competitive, fast-paced environments.

Overview

9
9
years of professional experience

Work History

Clerk

United States Post Office
Indianapolis, IN
09.2021 - Current
  • Informed and supported business leaders through consistent communication and administrative support duties.
  • Used automated mail processing equipment to sort and collate mail
  • Weighed letters and packages and calculated costs based on classification, weight and destination
  • Monitored performance of junior team members and offered support
  • Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed
  • Sorted mail according to size, shape and destination
  • Loaded and unloaded shipping containers and vehicles

State eligibility consultant

State Of Indiana
Indianapolis, IN
04.2020 - 09.2021
  • Managed processing of all benefits applications, including those for financial assistance and food stamps
  • Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options
  • Documented all communication with applicants and inputted information into system using FACTS, ICES, and multiple other systems
  • Communicated with people from various cultures and backgrounds, using active listening and interpersonal talents to ensure consistency
  • Trained patients on eligibility and affordability options by offering insightful information
  • Identified job seekers with job searching challenges to strategize success plans.
  • Handled multiple calls daily to address customer inquiries and concerns

Escalation Rep

One America
Indianapolis, IN
10.2012 - 03.2020
  • Provided primary customer support to internal and external customers in fast-paced environment
  • Developed and maintained long-term relationships with policyholders and small business entities
  • Maintained high standards of customer service by building relationships with clients
  • Salesforce, AWD, Resources, Pension systems Spent ample time with each customer, verbally reviewing and explaining documents to ensure client comprehension
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations
  • Responded to customer calls within 48-72 hours to swiftly resolve issues and answer questions
  • Developed exceptional attendance record with special attention to punctuality and preparation to work

Education

Associate of Science - Human Resources Management

Indiana Wesleyan University
Marion, IN
08.2023

GED -

IndyPendence JobCorps
Indianapolis, IN
04.2006

Skills

  • Customer Service/Customer retention
  • Recordkeeping/Quality Assurance
  • Professional Development
  • Administrative support
  • MS Office
  • Self-starter/Hard-working

References

Available upon request.


Timeline

Clerk

United States Post Office
09.2021 - Current

State eligibility consultant

State Of Indiana
04.2020 - 09.2021

Escalation Rep

One America
10.2012 - 03.2020

Associate of Science - Human Resources Management

Indiana Wesleyan University

GED -

IndyPendence JobCorps

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AMBER CONGER