Amber McMichael
Summary
Skilled Customer Service Specialist focused on maximizing business and individual success through effective use of Conflict Management, leadership and problem solving abilities. Top-notch communicator with excellent time management, administrative and customer service skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Express Specialist
Copart
06.2021 - 12.2022
- Followed all company policies and procedures to deliver quality work.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
Private Security Contractor
Kneece Investigations
02.2019 - 04.2021
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Maximized performance by monitoring daily activities and mentoring team members.
- Recorded incident reports with detailed accounts of occurrences.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Analyzed and investigated incidents alongside functional management and security supervisors.
- Advised security team and conducted investigations of significant threats and loss or misappropriation of assets.
- Developed improved training methods with focus on public safety and officer awareness.
- Demonstrated commitment to public safety by patrolling events and well-populated establishments.
- Kept team compliant with security protocols and appearance standards.
- Supervised team of 12 security personnel during shift.
- Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
- Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security programs, strategies and plans.
Customer Service Representative Specialist
Teleperformance
05.2019 - 12.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Educated customers on use of banking website and mobile apps.
- Maintained strict confidentiality of bank records and client information.
- Reviewed loan applications and documents for accuracy and completeness.
Sales Manager
Xcell Communications
02.2018 - 04.2019
- Handled customer relations issues, enabling quick resolution and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Supervised sales team of 5 people, stepping in to support employees and deliver smooth sales processes for clients.
- Organized promotional events and interacted with community to increase sales volume.
- Held weekly meetings with Sales Representative's to identify techniques to overcome sales obstacles.
- Improved sales processes to streamline customer acquisition and onboarding strategies.
Telecommunications Operator
Department Of Public Safety
02.2017 - 03.2018
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Performed clerical work such as sorting mail, restocking supplies and typing documents.
- Connected callers with appropriate professional, department or business.
- Maintained up-to-date knowledge of emergency call procedures.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Maintained accurate records and updated files using electronic NCIC database.
- Answered multi-line phone systems, transferred calls and determined call priority while performing quick and efficient customer service.
- Completed daily reports, forms and other documentation accurately to avoid errors in patient care.
- Received incoming telephone and alarm system calls regarding emergency and non-emergency situations and dispatched appropriate police, fire and ambulatory services to premises.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Read system maps and caller information, and documented details in system.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Automated document flow by ensuring logbooks and fire, accident and emergency reports were maintained with 100% accuracy.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Education
Associates -
Midlands Technical College
2020
Skills
- Consultative Selling Techniques
- Corporate Communications
- Registration Paperwork
- Privacy and Confidentiality
- Loyalty Building
- Employee Coaching and Motivation
- Managing Terminations
- Operational Efficiency
- Credit and Debt Card Processing
- Income Statements
- Strategic Planning
- Performance Tracking and Evaluations
Certification
- FEMA - 100.A, 200.b, 700.A, 800.A .
- National Crime Information Center , FBI
- Certified Telecommunications Operator , Department of Public Safety
- Smart Cop/Smart Cad Training
- Emergency Medical Technician Training - 1 year - 2016
- Certified Computer Technician , 2 Years
Timeline
Express Specialist
Copart
06.2021 - 12.2022
Customer Service Representative Specialist
Teleperformance
05.2019 - 12.2019
Private Security Contractor
Kneece Investigations
02.2019 - 04.2021
Sales Manager
Xcell Communications
02.2018 - 04.2019
Telecommunications Operator
Department Of Public Safety
02.2017 - 03.2018
Associates -
Midlands Technical College
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