Amber Lee
Birmingham
Summary
Management professional with 6-7 years of experience leading complex projects in fast-paced environments. Proven ability to manage multi-disciplinary teams, ensuring high performance and successful execution of company deliverables. Expertise in customer service, adept at resolving inquiries and enhancing customer satisfaction through effective problem-solving and relationship-building. Strong communication skills and adaptability to changing business needs drive positive outcomes and client retention.
Overview
23
23
years of professional experience
Work History
Contact Service Representative
Social Security Administration
09.2022 - Current
- Reviewed and analyzed problems to identify key factors and potential solutions.
- Planned, organized work, and communicated effectively in written and oral formats.
- Explained, applied, and interpreted rules and regulations for compliance.
- Assisted individuals in establishing entitlement to benefits including retirement and disability.
- Evaluated operations of benefit programs to ensure integrity and quality standards.
- Utilized management systems and Excel for processing transactions and data entry.
- Responded to emails and voicemails to generate cases and streamline communication.
- Generated reports to track departmental performance metrics.
- Assisted clients with inquiries regarding Social Security benefits and services.
- Processed applications for Social Security Disability Insurance and Supplemental Security Income.
- Explained eligibility requirements and application procedures to diverse audiences.
- Maintained accurate records of client interactions and case statuses in agency systems.
- Collaborated with team members to resolve complex client issues efficiently.
- Ensured compliance with company policies and procedures when interacting with customers.
- Provided excellent customer service by answering inquiries, resolving problems and complaints in a timely manner.
Customer Resolution Specialist
Spire Inc
Birmingham
10.2020 - 09.2022
- Managed customer accounts to ensure satisfaction and retention.
- Resolved customer inquiries through effective communication and problem-solving skills.
- Collaborated with cross-functional teams to improve customer service processes.
- Utilized CRM software to track and manage customer interactions efficiently.
- Monitored feedback channels to identify trends in customer issues and concerns.
- Escalated complex cases to senior management for further assistance when necessary.
- Conducted follow-up calls to ensure resolution of customer complaints and inquiries.
- Maintained detailed records of customer interactions for future reference and analysis.
- Maintained accurate records of customer interactions and transactions.
- Developed strategies for improving the overall quality of the customer experience.
- Facilitated high-volume calls to resolve complex customer issues efficiently.
- Maintained ongoing contact with new, high-value, and limited-income accounts.
- Monitored key account relationships to assess wellness and address concerns.
- Coordinated financial assistance and LIHEAP applications for limited-income customers.
- Designed and implemented process improvements and technology enhancements to support customer success.
- Analyzed customer feedback and data to align onboarding and retention strategies with product development.
Supervisor
T-Mobile USA
Birmingham
03.2011 - 09.2020
- Coached a team of 10 to exceed performance objectives through effective feedback and support.
- Minimized escalations by effectively handling calls directed to supervisor, achieving optimal resolutions.
- Leveraged metrics to drive team performance, making informed decisions based on profit and loss models.
- Provided career development for assigned experts, actively engaging in daily activities and coaching.
- Fostered a positive work environment to enhance employee motivation and personal success.
- Organized daily huddles to discuss strategies and improve team collaboration.
- Trained Apple Support Specialists to assist customers with various Apple products and services.
- Created sales strategies to cross-sell T-Mobile products, enhancing overall sales performance.
- Led a 6-month HR detail, efficiently handling payroll, recruitment, employee training, and leave of absence management.
- Utilized management systems and Excel to efficiently process leave of absence transactions and manage benefit data.
- Provided backup and support to team members by cross-training them in essential tasks.
- Managed payroll, leave of absence, benefits, and annual leave processes.
- Conducted annual reviews and service observations to ensure compliance and performance standards.
- Processed sick leave requests and maintained accurate employee records.
- Supervised daily operations to ensure efficient customer service delivery.
- Managed staff schedules to optimize coverage during peak hours.
- Conducted performance evaluations to identify areas for improvement.
- Implemented new policies to enhance workplace safety and compliance.
- Collaborated with upper management on strategic initiatives and goals.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
Temp Assignment 90-day Human Resource Interim
T-Mobile USA
Birmingham
11.2019 - 06.2020
- Developed and implemented HR strategies to enhance talent management and leadership initiatives.
- Conducted virtual and panel interviews, facilitating effective candidate assessments.
- Onboarded new hires, ensuring smooth integration into organizational culture.
- Evaluated leave of absence requests to maintain compliance and support employees.
- Managed administrative tasks to ensure efficient HR operations.
- Participated in projects aimed at continuous improvement of HR processes and systems.
- Streamlined recruitment processes by applying T-Mobile's recruiting duties and methodologies.
- Administered leave of absence (LOA) processes, ensuring accurate documentation and timely communication with employees.
- Coordinated LOA paperwork and facilitated both initial and follow-up discussions to support employee needs.
- Managed employee leave cases by maintaining proper records and conducting comprehensive follow-up conversations.
Technical Support Team Lead
AT&T
Birmingham
01.2009 - 03.2011
- Delivered first-call resolution for internet services while utilizing excellent communication and technical skills.
- Achieved upsell goals by aligning products and services with customer needs.
- Promoted to team lead, overseeing a team of 15 representatives.
- Drove team performance to exceed business expectations consistently.
- Motivated and supported team members to achieve exceptional results across the company.
- Handled multiple tasks in a high-pressure environment, providing direct feedback on performance issues.
Customer Service Team Lead
American Express
Huntsville
01.2006 - 12.2008
- Responsible for motivating and inspiring team members to achieve and exceed performance results.
- Lead a team of approximately 7 specialists to amaze and astound customers, providing proactive account management and effective resolution to various customer concerns.
- Demonstrated strong interpersonal, time management, and multi-tasking skills, with the ability to quickly adapt to change and model a positive, can-do attitude of service.
- Responsible for building effective working relationships, making sound decisions, successfully making changes, initiating action, and achieving results.
- Meet and exceeded organizational new account goal expectations.
- Achieved Top 20% attainment ranking locally 1 year.
Travel Teller
America’s First Federal Credit Union
Birmingham
01.2003 - 12.2007
- Provided accounting services by processing deposits, withdrawals, and loan payments.
- Processed member transactions efficiently and accurately for diverse banking services.
- Assisted members with account inquiries and provided exceptional customer service.
- Managed cash drawer and ensured compliance with credit union policies.
- Executed financial transactions, including cashier's checks and safety deposit activities.
- Balanced cash drawers and reconciled daily financial transactions.
- Complied with credit union procedures for teller operations.
- Prepared currency transaction reports and reported suspicious activities to management.
- Processed night deposits and managed daily ATM deposit box operations.
- Addressed customer inquiries in person and via phone to facilitate product referrals.
- Performed all tasks efficiently in a high-pressure environment.
Education
Bachelor of Arts - Human Resources Management
University of Arizona Global Campus
San Diego, CA10.2024
High School Diploma -
A.H. Parker High School
Birmingham, AL12.2003
Some College (No Degree) - Business Management
Alabama A&M University
Huntsville, ALSkills
- Profit and loss analysis
- Relationship management
- Talent development
- Team leadership
- Technical support
- Quality assurance
- Negotiation skills
- Salesforce proficiency
- Strategic planning
- Customer service
- Data analysis
- Communication skills
- Conflict resolution
- Proficient in Excel, Word, Power point, Cisco, TED
- Human resource management
- Quality assurance controls
Languages
English
Affiliations
- Graduated at the top of class
- Maintained a 3.6 GPA
- Maintained GPA and acquired the Dean's List
References
References available upon request.
Timeline
Contact Service Representative
Social Security Administration
09.2022 - Current
Customer Resolution Specialist
Spire Inc
10.2020 - 09.2022
Temp Assignment 90-day Human Resource Interim
T-Mobile USA
11.2019 - 06.2020
Supervisor
T-Mobile USA
03.2011 - 09.2020
Technical Support Team Lead
AT&T
01.2009 - 03.2011
Customer Service Team Lead
American Express
01.2006 - 12.2008
Travel Teller
America’s First Federal Credit Union
01.2003 - 12.2007
Bachelor of Arts - Human Resources Management
University of Arizona Global Campus
High School Diploma -
A.H. Parker High School
Some College (No Degree) - Business Management
Alabama A&M University
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