Amber Hankins
Whitwell,TN
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Personable and dedicated Customer Service Representative with extensive experience in the power industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Personable and dedicated Customer Service Representative with extensive experience in the power industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Ambitious, career-focused job seeker, anxious to obtain an entry-level customer service position to help launch career while achieving company goals. Personable and dedicated Customer Service Representative with extensive experience in the power industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Customer Service Specialist
Ferrellgas
Dunlap, TN
06.2023 - Current
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Responded to customer emails with accurate product and service information.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Performed data entry of customer orders into the company's order management system.
- Generated reports on customer feedback, trends, and other metrics for management review.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Developed strategies for improving customer service processes based on feedback from customers and team members.
- Conducted outbound calls to follow up on surveys or solicit additional business opportunities.
- Ensured compliance with all applicable laws related to consumer protection regulations.
- Analyzed customer feedback data to identify areas for improvement in products or services offered.
- Provided technical support for troubleshooting software applications used by customers.
- Updated knowledge base articles regularly with relevant content that is easily accessible by customers.
- Tracked key performance indicators related to customer service operations using various reporting tools.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Improved customer service wait times to mitigate complaints.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Troubleshot shortages and overages to support quality control efforts.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Led team engagement to assist cross-functional departments and achieve goals.
- Executed on-time and under budget project management to resolve complex issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Mentored new employees on procedures and policies to maximize team performance.
- Made outbound calls to obtain account information.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Strengthened customer retention by offering discount options.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Took special orders in person and over telephone, generating additional revenue every month.
- Provided top quality control and eliminated downtime to maximize revenue.
- Surpassed sales goals through implementation of successful marketing strategies.
- Prevented key account losses by researching discrepancies and correcting problems.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Excelled in exceeding daily credit card application goals.
Customer Service Representative
Cooperative Response Center
Dunlap, TN
02.2022 - 06.2022
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Educated customers on special pricing opportunities and company offerings.
- Made outbound calls to obtain account information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Improved customer service wait times to mitigate complaints.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Mentored new employees on procedures and policies to maximize team performance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strong customer relationships to encourage repeat business.
- Consulted with customers to resolve service and billing issues.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Responded to customer emails with accurate product and service information.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Performed data entry of customer orders into the company's order management system.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Followed up with customers after transactions to ensure satisfaction levels were met.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Developed strategies for improving customer service processes based on feedback from customers and team members.
- Updated knowledge base articles regularly with relevant content that is easily accessible by customers.
- Tracked key performance indicators related to customer service operations using various reporting tools.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Set up and activated customer accounts.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Strengthened customer retention by offering discount options.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Took special orders in person and over telephone, generating additional revenue every month.
- Provided top quality control and eliminated downtime to maximize revenue.
Customer Service Representative
Cooperative Response Center
Dunlap, TN
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Educated customers on special pricing opportunities and company offerings.
- Made outbound calls to obtain account information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Improved customer service wait times to mitigate complaints.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Mentored new employees on procedures and policies to maximize team performance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strong customer relationships to encourage repeat business.
- Consulted with customers to resolve service and billing issues.
- Upheld quality control policies and procedures to increase customer satisfaction.
Assistant Manager
Dollar Tree
Dunlap, TN
2012 - 2014
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted with developing and implementing marketing strategies to improve sales and profitability.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Completed inventory audits to identify losses and project demand.
- Reviewed completed work to verify consistency, quality and conformance.
- Produced thorough, accurate and timely reports of project activities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Proposed or approved modifications to project plans.
- Analyzed business performance data and forecasted business results for upper management.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Created and managed budgets for travel, training and teambuilding activities.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Delegated daily tasks to team members to optimize group productivity.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Assigned work and monitored performance of project personnel.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Education
Some College (No Degree) - Cosmetology
Chattanooga State Community College
Chattanooga, TNSkills
- Report Generation
- Report Creation
- Credit Card Payment Processing
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Translation and Interpretation Services
- Customer Retention Strategies
- Understanding Customer Needs
- Multitasking and Prioritization
- Creative Problem Solving
- Customer Data Confidentiality
- Order and Refund Processing
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Upselling Products and Services
- De-escalation Techniques
- Call Documentation
- Customer Service
- Building Customer Trust and Loyalty
- Data Entry
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Customer Account Management
- Data Entry and Maintenance
- Transaction Processing
- Courteous with Strong Service Mindset
- Project Management Abilities
- Business Development Understanding
- Store Maintenance
- Office Equipment Proficiency
- Adaptive Team Player
- Inbound and Outbound Calling
- Conflict Mediation
- Call Center Operations
- Schedule Mastery
- Stockroom Procedures
- Data Evaluation
- Quality Control
- Microsoft Office Expertise
- System Implementation
- Retail Sales Customer Service
- Problem-Solving Abilities
- Materials Transport
- Process Optimization
- Courteous Demeanor
- Freight Operations
- Transportation Solution Development
- Technologically Savvy
- Promotional Support
- Shipping and Receiving Understanding
- Sales Expertise
- High-Energy Attitude
- Quality Assurance Controls
- Customer Relations
- In-Store Support
- Product Organization
- Customer Retention
- Customer Order Management
- Complaint resolution
- Call Centers
- De-Escalation Techniques
- Complaint Handling
- Telephone Etiquette
- Problem Resolution
- Good communication skills
References
- Pam Mooneyham (423) 488-9483 - church member
- April Melton (423) 364-2726 - supervisor from CRC
- Shannon Lewis (423) 618-8262 - supervisor from CRC
- Kathy Turner (423) 208-7195 - co-worker from CRC
- Jerry Cummings (423) 774-1609 - co-worker from CRC
- Amy Smith (423) 667-8051 - long term family friend
- Andrea Layne (423) 304-5246 - family NP and long term family friend
Timeline
Customer Service Specialist
Ferrellgas
06.2023 - Current
Customer Service Representative
Cooperative Response Center
02.2022 - 06.2022
Customer Service Representative
Cooperative Response Center
Assistant Manager
Dollar Tree
2012 - 2014
Some College (No Degree) - Cosmetology
Chattanooga State Community College