Amber Fisher
Middle River,MD
Summary
Dynamic professional with extensive experience in customer service management and administrative support. Known for developing training initiatives and resolving complex customer issues, leading to significant improvements in service efficiency and team performance.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
Kohls Department Store
Middle River, MD
01.2019 - 03.2021
- Led customer service teams to enhance overall satisfaction rates and improve service delivery processes.
- Developed training programs for staff to ensure consistent adherence to service standards and policies.
- Analyzed customer feedback to identify trends, implementing changes that improved service efficiency.
- Coordinated cross-departmental initiatives to streamline operations and enhance the customer experience.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Administrative Assistant
Kohls Department Store
Middle River, MD
11.2018 - 01.2019
- Coordinated daily administrative operations to enhance team productivity and efficiency.
- Managed scheduling and communication for multiple departments, ensuring seamless collaboration.
- Implemented organizational systems for document management, improving retrieval speed and accuracy.
- Supported inventory management processes, contributing to optimized stock levels and availability.
- Assisted in training new staff on administrative procedures and store policies, fostering a knowledgeable workforce.
- Monitored office supplies inventory, coordinating procurement to maintain operational readiness without interruptions.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Maintained inventory of office supplies and placed orders.
Cash Office Associate
Kohls Department Store
Middle River, MD
03.2017 - 11.2018
- Processed daily cash transactions with accuracy and attention to detail.
- Managed cash office operations, ensuring compliance with company policies.
- Reconciled cash drawers at end of shifts, identifying discrepancies promptly.
- Assisted in training new associates on cash handling procedures and systems.
- Balanced safe, prepared tills, and prepared register bags for next sales date.
- Prepared bank deposits, ensuring proper accounting practices were followed for secure fund transfers.
- Investigated discrepancies of cash register and POS System totals to resolve errors.
- Performed daily cash reconciliations to determine accuracy of financial reports.
- Prepared bank deposits and corporate cash shipments.
- Trained new employees on proper cash routines, procedures, and requirements.
Customer Service Representative
Kohls Department Store
Middle River, MD
03.2016 - 03.2017
- Assisted customers with product inquiries and resolved issues effectively.
- Processed transactions accurately using point-of-sale systems.
- Maintained store presentation by organizing merchandise and ensuring cleanliness.
- Collaborated with team members to enhance customer service experience.
- Adapted quickly to changing priorities and handled diverse customer needs.
- Supported promotional events and merchandising strategies to drive sales.
- Educated customers on loyalty programs and store policies for improved engagement.
Education
High School Diploma -
Hoke County Highschool
Raeford, NC06-2004
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Training and mentoring
- Cash handling
- Excellent time management skills
- Quality assurance
- Handling escalations
- Staff training
- Schedule management
- Administrative support
- Work prioritization
Timeline
Customer Service Manager
Kohls Department Store
01.2019 - 03.2021
Administrative Assistant
Kohls Department Store
11.2018 - 01.2019
Cash Office Associate
Kohls Department Store
03.2017 - 11.2018
Customer Service Representative
Kohls Department Store
03.2016 - 03.2017
High School Diploma -
Hoke County Highschool