Amber Herman
Port Saint Lucie
Summary
Experienced Office Management and Administration Professional with 7 years of experience optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor
Thirteenth Floor Entertainment
08.2021 - Current
- Train and manage a team of remote employees
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Create and execute training materials to be used for seasonal and tenured employees
- ·Recruits, interviews, and trains a seasonal staff of remote employees
- ·Oversees and manages group sales department, in addition to the customer service team, by providing invoices, scheduling, and concierge programs across a multi-branded platform
- Handle complaints by providing appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Assist with placement of payment, refunds, or exchanges and create voucher codes
- Manage large amounts of incoming social media inquiries, calls, emails, and live chats
- Slack Admin monitoring 25+ channels for venues across the US
Office Manager
Massey Services Inc.
7 2019 - 7 2020
- Performed billing, collection and reporting functions for office.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Completed bi-weekly payroll for 10 employees.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Maintained computer and physical filing systems.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Coordinated and maintained impressive office organization to keep facilities efficient, organized and professional.
- Delivered clerical support by efficiently handling wide range of routine and special requirements.
- Met challenging quotas for productivity and accuracy of work.
Customer Service Representative
Hulett Environmental Services, Inc.
12.2017 - 07.2019
- Act as liaison between customers, technicians, and company management
- Logistical coordination of technicians’ route and existing customer needs
- Customer service with a focus on customer retention
- Accounts Payable & Receivable
- Create and finalize customer agreements
- Assist the department to meet and maintain company goals in regards to sales, growth, and retention
- Maintain day-to-day needs of up to 10 technicians’ daily schedules, clients, emails, and paperwork
- Auditing of all new accounts and services in the pest control department
- Maintain and update customer accounts via PestPac system
Education
High School Diploma -
Seminole Ridge Community High School
Loxahatchee, FL7 2012
Certificate - Medical Billing And Coding
University of Phoenix
Tempe, AZ03.2024
Skills
- Documentation and control
- Team Leadership
- Training and Development
- Credit and collections
- Administrative support
- Excellent multi-tasking ability
- Relationship building
- Organizational skills
- Time Management
- Training and mentoring
- Customer Relations
Timeline
Customer Service Supervisor
Thirteenth Floor Entertainment
08.2021 - Current
Customer Service Representative
Hulett Environmental Services, Inc.
12.2017 - 07.2019
Office Manager
Massey Services Inc.
7 2019 - 7 2020
High School Diploma -
Seminole Ridge Community High School
Certificate - Medical Billing And Coding
University of Phoenix
Similar Profiles
Ellory FisherEllory Fisher
Event Staff Member at Thirteenth Floor Entertainment GroupEvent Staff Member at Thirteenth Floor Entertainment Group
Chase KlimentChase Kliment
General Manager at Thirteenth Floor EntertainmentGeneral Manager at Thirteenth Floor Entertainment
Sarah FlemingSarah Fleming
Hospitality & Service Manager at Elevate Entertainment GroupHospitality & Service Manager at Elevate Entertainment Group