Amber Greenhill
Columbia,SC
Summary
Self-motivated Customer Service Professional with 19 years of experience in fast-paced customer service and call center environments. Proven capacity to troubleshoot and resolve issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Overview
6
6
years of professional experience
Work History
Digital Support and ECommerce Specialist
Harley-Davidson Motor Company
Milwaukee , WI
07.2019 - 07.2022
- Supports 2020 touring and electric bikes that use H-D Connect
- Elaborates and communicates with multiple technical teams, app developers and owners to resolve user issues and improve app features
- Responds to app store reviews for Google Play Store and App store
- Communicates tactfully and effectively by phone, email and chat with internal teams, customers and dealerships
- Successfully works independently to meet deadlines on special projects by prioritizing and organizing work load while ensuring compliance with established processes and policies
- Assist with monthly promotional data tracking of gift cards and promo codes used.
- Assist customers and dealerships with placing orders on Harley-Davidson Online Store
- Maintained working knowledge of company products, services and promotions.
Sr. Specialist TCom Guest Services
Target Headquarters
Brooklyn Park, MN
08.2016 - 03.2019
- Efficiently and effectively handled incoming calls and e-mails with high quality and professionalism, while achieving performance and service goals
- Interacted with key business partners and vendors regarding back order availability, future inventory, special orders and replacement parts
- Followed through on critical escalations to increase customer retention rates
- Provided support for internal team members regarding policy/procedures and system functionality
- Provided technical support for Target.com (login/password resets) along with troubleshooting Target/Cartwheel app
- Determined eligibility of discounts and refunds , issued credits for sales and promotional errors, damaged/wrong items received, and missing packages
- Effective liaison between customers and shipping carriers regarding packages, scheduling, delivery issues
Data Entry Specialist
Tyco Integrated Security
Indianapolis, IN
Oct 2011 - Jun 2016
- Created new commercial accounts and processed account cancellations
- Scanned agreements and entered into database
- Served as main liaison between district sales reps, clients and technicians
- Troubleshoot alarm system panels, communication formats and call procedure instructions
- Processed important .csv and .sdt files for college campuses and large commercial facilities
- Verified with emergency services that clients addresses were within jurisdiction
IP Support Specialist
Comcast
Fishers, IN
Apr 2011 - Sep 2011
- Answered average of 80 calls per day providing support to Indiana and Michigan subscribers
- Troubleshoot and resolved television, internet and phone issues
- Provided billing explanations and credits
- Upsell additional services to existing subscribers
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service
Vacation Guide
Resort Condominiums International LLC
Carmel, IN
Mar 2010 - Apr 2011
- Assisted members with depositing of their timeshare weeks and points
- Renewed and extended customers memberships for additional 5-10 years
- Assisted with planning and booking customers vacations
- Asked open-ended questions to asses customers needs
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving issues on the spot
Internet Customer Assistant
AT&T Inc.
Indianapolis, IN
Oct 2007 - Feb 2010
- Troubleshooting of internet connectivity, router and modem configurations, web and client email configurations, and self-registration issues
- Assisted both residential and business customers in 13 states
- Walk customer through online registration via remote control usage
- Trained and mentor newer team members to help improve customer satisfaction
- Scored in top 10% of employees in successful resolution of issues
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
Education
High School Diploma -
Nicolet High School
Glendale, WI2004
Skills
- Organized
- Self-motivated
- Critical thinker
- Microsoft Office proficient
- Empathetic
- Effective verbal and written communication skills
- Detail oriented
- Team player
- Energetic work attitude
- Proficient time management skills
- Conflict resolution
- Strong client relations
Timeline
Digital Support and ECommerce Specialist
Harley-Davidson Motor Company
07.2019 - 07.2022
Sr. Specialist TCom Guest Services
Target Headquarters
08.2016 - 03.2019
Data Entry Specialist
Tyco Integrated Security
Oct 2011 - Jun 2016
IP Support Specialist
Comcast
Apr 2011 - Sep 2011
Vacation Guide
Resort Condominiums International LLC
Mar 2010 - Apr 2011
Internet Customer Assistant
AT&T Inc.
Oct 2007 - Feb 2010
High School Diploma -
Nicolet High School
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