Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Amber Davis

Rio Rancho

Summary

Customer Service Representative with extensive experience at SSA ABQTSC, specializing in call center operations and policy enforcement. Demonstrated ability to mentor colleagues and boost team performance through strong communication and problem-solving skills. Achieved notable increases in customer satisfaction while handling complex inquiries and leading training initiatives. Skilled in CRM systems and effective time management.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

SSA ABQTSC 500 Lead SW Albuquerque NM 87102
09.2016 - 08.2025
  • Answered calls for National 800 Number, addressing customer inquiries regarding records and benefits.
  • Assisted customers with record changes, including address updates and direct deposits.
  • Reviewed reports of payment non-receipts and processed urgent payments as necessary.
  • Scheduled appointments for retirement, disability, and Medicare applications after screening for benefits.
  • Provided detailed explanations of beneficiary benefits and guided customers in filing appeals.
  • Mentored new employees through hands-on job training sessions to enhance team performance.
  • Participated in MySSA/Click to Chat pilot, assisting customers with MySSA account navigation.
  • Promoted to Lead Contact Service Representative, resolving complex issues and training CSRs effectively.
  • Trained new representatives on company policies and customer service best practices.
  • Monitored team performance to ensure adherence to service standards and procedures.
  • Collaborated with management to develop training materials for staff development.
  • Managed escalated customer issues, ensuring effective resolution and follow-up actions.
  • Provided guidance and support to customer service representatives.
  • Conducted regular staff training sessions on customer service techniques.
  • Participated in cross functional meetings to discuss upcoming initiatives related to customer service.
  • Ensured compliance with applicable laws, regulations and organizational policies.
  • Assisted with administrative tasks such as scheduling meetings, scheduling training, or updating contact information databases.

Assistant Day Manager

Dion’s Pizza Co.
12.2010 - 09.2014
  • Achieved promotion to Assistant Manager within two years.
  • Supervised daily operations to ensure smooth service during peak hours.
  • Ensured food quality and customer satisfaction through daily inspections.
  • Assigned tasks to staff for maintaining store cleanliness and sanitation.
  • Monitored food temperatures hourly to comply with safety standards.
  • Managed inventory and ordered food, and office supplies based on daily counts.
  • Resolved customer complaints promptly to maintain satisfaction levels.
  • Prepared weekly reports on operational performance metrics.
  • Assessed employee performance through regular reviews, providing feedback where necessary.

Education

High School Grad or G.E.D. -

Bernalillo High School
Bernalillo, NM
5 2010

Skills

  • Typing speed 45 WPM
  • Shorthand proficiency
  • Call center operations
  • Task delegation
  • Policy enforcement
  • CRM expertise
  • Team collaboration
  • Problem-solving
  • Time management
  • Communication skills

References

  • Tiffany Gurule- Direct Supervisor 877-897-0605
  • Annette Santiago Kitts- Previous Supervisor 505-319-0691
  • Tiffany Brault- Coworker 505-331-6553

Timeline

Customer Service Representative

SSA ABQTSC 500 Lead SW Albuquerque NM 87102
09.2016 - 08.2025

Assistant Day Manager

Dion’s Pizza Co.
12.2010 - 09.2014

High School Grad or G.E.D. -

Bernalillo High School

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