Amber Cunningham
Newnan,GA
Summary
Customer-focused professional with 16 years of experience delivering exceptional service in a fast-paced retail environment. Proven leadership and management abilities developed through multiple supervisory roles at Publix since 2020. Known for strong communication skills, team support, and consistent reliability. Seeking to bring dedication, efficiency, and a positive customer experience mindset to a new opportunity.
Overview
2026
2026
years of professional experience
Work History
Assistant Customer Service Manager
Publix
Tyrone
2009 - Current
- Assisted in resolving customer inquiries to enhance satisfaction and retention.
- Supported team in training new staff on customer service protocols and systems.
- Monitored service desk operations to ensure timely response to client needs.
- Collaborated with management to implement process improvements for service delivery.
- Conducted regular assessments of customer feedback to identify areas for enhancement.
- Developed and maintained knowledge base for efficient issue resolution and training support.
- Coordinated schedule adjustments to optimize staff coverage during peak hours.
- Facilitated communication between departments to streamline service-related workflows.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Maintained accurate records of client interactions, identifying trends and opportunities for process improvements.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
- Implemented new strategies for reducing wait times and improving first-call resolution rates, resulting in improved customer satisfaction scores.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Monitored compliance with company policies and industry regulations related to privacy protection and data security within the customer service department.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and concerns.
- Evaluated employee performance against established goals, conducting regular reviews aimed at continuously improving productivity levels.
- Developed strong relationships with clients, ensuring a positive experience and cultivating repeat business.
- Established clear communication channels between team members, fostering a collaborative work environment conducive to efficient problemsolving.
- Served as a key liaison between customers and internal departments to facilitate timely resolutions for complex issues or escalated complaints.
- Contributed to team success by consistently achieving performance metrics for call resolution, response time, and customer feedback.
- Created customer support strategies to increase customer retention.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Researched and corrected customer concerns to promote company loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Took ownership of customer issues and followed problems through to resolution.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
High School Diploma -
Largo High School
Largo, FLSkills
- Sales proficiency
- Cash handling
- Customer engagement
- Customer relations
- Training and mentoring
- Team building
- Conflict resolution
- Goal setting
- Team development
- Schedule management
- POS system operations
- Schedule coordination
- Expertise in sales
- Solutions planning
- Problem investigation
- Microsoft outlook, word, and Excel
- Customer service
- Problem-solving
- Time management
- Excellent time management skills
- Verbal and written communication
- Decision-making
- Adherence to high customer service standards
- Relationship building
- Team building and leadership
- Product knowledge
- Positive and constructive feedback
- Work prioritization
- Training and coaching
- Customer focused
- Staff management
- Staff training
- Complaint resolution
- Exceptional telephone etiquette
- Continuous improvement
- New hire training
- Quality assurance
- Loss prevention
Timeline
Assistant Customer Service Manager
Publix
2009 - Current
High School Diploma -
Largo High School