AMBER KRIEGER
Shamokin,USA
Summary
Detail-oriented professional with excellent communication, interpersonal, and creative thinking skills. Aiming to leverage my abilities to successfully fill the vacancy at your company. Frequently praised as hard-working by my peers, I can be relied upon to help your company achieve its goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
HELP LINE SPECIALIST
Gaudenzia
Shamokin, Pennsylvania
12.2023 - Current
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers
- Proficiently handled high call volumes while maintaining quality service standards
- Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement
- Built trust with customers through personalized conversations
- Maintain and upkeep of various excel sheets to ensure clients were admitted
CUSTOMER SERVICE PROFESSIONAL
H&R Block
Sunbury, Pennsylvania
01.2014 - 02.2024
- Handled customer inquiries, billing questions, payments, and service requests
- Followed up with customers to offer additional support and check resolution satisfaction
- Documented, researched, and resolved customer service issues
- Organized documentation for new sales, warranties, and service program signups
- Managed customer calls efficiently in fast-paced call center environment
- Answered numerous inbound calls each day to handle various concerns, set appointments, and close sales
- Anticipated needs and resolved problems to keep customers happy
- Discussed promotions and special offers to customers to increase sales
- Coordinated with other businesses in the area to partner with
OPERATIONS SUPERVISOR
Saks Off Fifth
Pottsville, Pennsylvania
01.2019 - 10.2023
- Planned projects and activities working closely with team managers
- Increased employee performance with motivational strategies, hands-on coaching, and fair discipline
- Kept team operations consistent with well-established and clear departmental requirements
- Maintained quality standards with team quality assurance monitoring and coaching
- Planned and oversaw operations with focus on safety, quality, and performance
- Resolved escalated customer concerns and complaints using positive attitude, excellent judgment, and focused solutions
- Supervised a team of over 35 warehouse staff members including assigning tasks, monitoring performance and providing feedback
SENIOR TEAM LEAD
Saks Off Fifth
Pottsville, Pennsylvania
01.2018 - 01.2019
- Achieved daily objectives with well-organized schedules and effective task delegation
- Oversaw quality assurance, minimizing errors and maximizing customer satisfaction with accurate teamwork
- Improved performance of team leaders and associates with one-on-one coaching
- Managed team recordkeeping and tracked daily production and inventory use for senior management
- Organized schedules and daily assignments for team and leveraged individual knowledge and strengths to maximize team success
- Kept team working at peak level by training new team members and assigning tasks
TEAM LEAD
Saks Off Fifth
Pottsville, Pennsylvania
01.2016 - 01.2018
- Improved team tracking, using Google spreadsheets and tools to enhance data collection, analysis, and reporting
- Elevated team performance with expert training and mentoring of new associates
- Monitored team work, identified safety concerns, and removed hazards
- Organized schedules and daily assignments for team and leveraged individual knowledge and strengths to maximize team success
OPERATIONS TRAINER
Lowes RDC #961
Pottsville, Pennsylvania
01.2004 - 01.2016
- Successfully trained all new hires in all departmental functions
- Successfully re-trains current employees when falling below company standards
- Train and certify all employees on powered equipment
- Document all completed training of employees
- Responsible for the set up of new Direct to Customer area and training employees
- Daily picking/packing/running product when not training employees
Education
GENERAL EDUCATION -
Shamokin Area High School
Shamokin06.1994
Skills
- Task delegation
- Performance monitoring
- Employee development
- Team training
- Compliance management
- Customer Relationship Management
- Customer service
- Data entry
- Time management
Certification
- Certified Team Supervisor, MSI Institute, 03/01/17
- Executive Management Certified, MSI Institute, 10/01/16
- Lean Culture Certified, MSI Institute, 10/01/16
- Lean Six Sigma White Belt Certified, MSI Institute, 10/01/16
- Six Sigma Green Belt Certified, MSI Institute, 10/01/16
- Project Management-Lean Process Certified, MSI Institute, 10/01/16
References
References available upon request
Timeline
HELP LINE SPECIALIST
Gaudenzia
12.2023 - Current
OPERATIONS SUPERVISOR
Saks Off Fifth
01.2019 - 10.2023
SENIOR TEAM LEAD
Saks Off Fifth
01.2018 - 01.2019
TEAM LEAD
Saks Off Fifth
01.2016 - 01.2018
CUSTOMER SERVICE PROFESSIONAL
H&R Block
01.2014 - 02.2024
OPERATIONS TRAINER
Lowes RDC #961
01.2004 - 01.2016
GENERAL EDUCATION -
Shamokin Area High School
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