Amber Fletcher
Greensboro,NC
Summary
Customer Service Representative with 8+ years of experience delivering high-quality support across technical, logistics, and billing environments. Adept at active listening, problem resolution, and empathetic communication to enhance customer satisfaction and loyalty. Proven ability to navigate multiple systems, manage complex inquiries, and collaborate cross-functionally to improve service outcomes.
Overview
9
9
years of professional experience
Work History
Virtual Repair Representative
Xfinity (Comcast)
Richmond, VA
08.2017 - 03.2018
- Delivered remote technical support for internet, cable, and phone services, resolving equipment and connectivity issues efficiently.
- Applied consultative techniques to identify customer needs and recommend customized solutions.
- Handled escalated customer complaints with professionalism and empathy, ensuring timely resolution.
- Coordinated and scheduled service appointments to ensure on-time repairs and minimal service disruption.
- Accurately documented service requests, troubleshooting steps, and outcomes in company systems.
- Remained current on evolving software, hardware, and service offerings through ongoing training.
Customer Service Representative
Estes Express Lines
Richmond, VA
07.2012 - 03.2014
- Developed strong knowledge of product offerings, operational processes, and correction protocols.
- Researched and resolved customer inquiries via phone and email, ensuring accurate and timely responses.
- Collaborated with internal departments to streamline workflows and improve service quality metrics.
- Utilized multiple internal systems to provide customers with complete, reliable information.
- Conducted quality assessments of customer interactions to ensure compliance with company standards.
- Maintained detailed CRM records to support follow-up and issue resolution.
- Assisted with training and knowledge sharing to enhance team performance.
Customer Service Representative
UPS Freight (via Aerotek/Manpower)
Richmond, VA
01.2009 - 05.2011
- Resolved billing, invoicing, and accounts receivable issues to maintain financial accuracy.
- Investigated customer concerns and developed action plans to achieve timely resolution.
- Processed shipment tracking requests using proprietary software systems.
- Partnered with logistics teams to improve delivery schedules and service efficiency.
- Prepared reports and handled administrative tasks, including filing and document management.
- Communicated clearly and effectively with customers to ensure satisfaction and retention.
Education
Bachelor of Science -
Liberty University
Skills
- Customer Service Excellence
- Software & Technical Troubleshooting
- Problem Solving & Critical Thinking
- Active Listening & Empathy
- Complaint Resolution
- CRM & Ticketing Systems
- Microsoft Office (Word, Excel, Outlook)
- Multitasking in High-Volume Environments
- Process Improvement
Timeline
Virtual Repair Representative
Xfinity (Comcast)
08.2017 - 03.2018
Customer Service Representative
Estes Express Lines
07.2012 - 03.2014
Customer Service Representative
UPS Freight (via Aerotek/Manpower)
01.2009 - 05.2011
Bachelor of Science -
Liberty University