Amber Jefferson
Humble,TX
Summary
Dynamic and results-oriented Lead Customer Service Representative with 7 years of expertise in managing and improving customer service operations. Proficient in leading and mentoring teams, implementing process improvements, and delivering exceptional customer support. Adept at utilizing data-driven insights to enhance service quality, researches and process data in a timely and thoughtful manner, active leader who is known to complete complex tasks promptly during emergencies that require a quick turnaround. Demonstrates strong communication, problem-solving, and leadership skills, with a proven track record of achieving performance targets and driving positive business outcomes.
Overview
7
7
years of professional experience
Work History
Lead Customer Service Representative
Avis Budget Group
08.2020 - Current
- Supported administrative department in filing, typing, copying, binding, and scanning.
- Resolved office software and equipment issues while training new hires on office processes and operations.
- Completed forms, reports, logs, correspondence, and records to quickly handle all documentation for management and Human Resources.
- Handled incoming calls, emails, and mail; directing inquiries to appropriate staff members and ensuring prompt responses.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Enhanced the customer service experience by addressing inquiries with up-to-date product knowledge.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed and captured reservations on computer-based reservations system
- Drafted internal correspondence as directed by superiors to efficiently disseminate important information across the office.
- Improved communication between shifts by creating detailed handover notes outlining important tasks or issues encountered during each shift.
Customer Service Sales Agent
Enterprise Rent-A-Car
06.2018 - 03.2020
- Maintained up-to-date knowledge of company sales targets, payment policies and security standards.
- Negotiated prices, terms of sales and service agreements.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Appointed correct products based on customer needs, product specifications and applicable regulations to increase sales productivity and volume.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Guest Service Representative
Toyota Center
08.2017 - 08.2018
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Greeted customers upon arrival and answered questions to build rapport and
- Sustained neat and orderly front desk and lobby area to company standards.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Completed data entry and filing to keep records updated for easy retrieval.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Education
Bachelor of Management Business Administration And Management -
Texas Southern University
High School Diploma -
Summer Creek High School
Skills
- Correspondence
- Administrative Support
- Microsoft Office Suite Proficiency
- Data Entry
- File Management
- Multi-line phone Proficiency
- AS400 System
- Scheduling
- Recordkeeping
- Calendar & Email Management
- Organization
- Effective Cross Functional Communicator
Timeline
Lead Customer Service Representative
Avis Budget Group
08.2020 - Current
Customer Service Sales Agent
Enterprise Rent-A-Car
06.2018 - 03.2020
Guest Service Representative
Toyota Center
08.2017 - 08.2018
Bachelor of Management Business Administration And Management -
Texas Southern University
High School Diploma -
Summer Creek High School