Amber Medina
New Berlin,USA
Summary
Outgoing experienced leader, successful in supporting company goals and initiatives while driving team accountability and engagement. Skilled in mentoring direct reports to deliver exceptional service and strong communication both internally and externally.
Focused professional with several years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor
PPG INDUSTRIES
Oak Creek, Wisconsin
08.2017 - Current
- Responsible for driving successful customer support for all Industrial customers
- Review and optimize all customer service impacting workflows for improved operational and customer efficiency
- Set standards and accountability for all internal and external and customer support
- Provide daily guidance, training and support to customer service representatives
- Analyzes monthly order management data to measure progress and address opportunities
- Promote positive work environment through open communication channels, fostering team collaboration and high morale
- Collaborate with other departments to address recurring customer concerns, improving overall service quality
- Improve customer satisfaction by addressing and resolving escalated issues promptly and professionally
- Coach employees through day-to-day work and complex problems
- Assist with recruiting efforts to attract top talent in the industry, contributing to a highly skilled workforce that consistently exceeded performance goals
- Developed comprehensive training programs for new hires, leading to faster onboarding and integration into the team
- Conduct all reviews and performance discussions
Director of Patient Support
SMART CHOICE MRI
Mequon, Wisconsin
10.2016 - 08.2017
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth
- Provided support and guidance to clinic staff as needed
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements
- Developed call center systems by implementing tools for customer and patient interaction
- Prepared call center performance reports by collecting, analyzing, and summarizing data and trends
- Enhanced data-driven decision-making by implementing advanced analytics and reporting tools
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability
- Trained and guided team members to maintain high productivity and performance metrics
- Assisted in recruiting, hiring and training of team members
Customer Service Supervisor
BRADY CORPORATION
Milwaukee, Wisconsin
08.2015 - 10.2016
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale
- Coached employees through day-to-day work and complex problems
- Set customer service standards and drove team accountability
- Analyzed statistics and executed necessary actions based off of analysis for continuous improvement
- Foster an environment for agents to develop and exceed expectations through encouragement and empowerment
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives
- Coordinated with other departments to ensure seamless customer experience
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results
Credit and Collections Resolver
BRADY CORPORATION
Milwaukee, Wisconsin
12.2013 - 08.2015
- Utilized GetPAID for payment dispute resolution and for account collection documentation
- Managed all Canadian AR accounts with $3 million in receivables
- Resolved all Canadian and Dualcore cash application deductions and disputes
- Worked with Master Data to correct errors in customer information
- Collaborated with sales teams to establish credit limits for new customers, ensuring optimal business growth without compromising financial stability
- Posted small balance adjustments and bad debts to general ledgers
- Continuously analyzed accounts for process improvements
- Streamlined processes for managing invoicing and payment plans, resulting in more accurate billing records and improved collection efficiency
- Developed and maintained successful relationships with customers
- Reduced outstanding debts through timely intervention and assertive negotiation strategies
Customer Service Representative
BRADY CORPORATION
Milwaukee, Wisconsin
11.2011 - 12.2013
- Built customer loyalty by providing product and service information and identifying application solutions to generate revenue and support corporate sales goals
- Mentored team members with less experience and supported with training
- Identified process gaps or opportunities from incomplete information
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company
- Investigated and resolved customer inquiries and complaints quickly
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
Education
Bachelor of Science -
WISCONSIN LUTHERAN COLLEGE
Milwaukee, Wisconsin05.2015
Skills
- Self-motivated
- Staff training
- Employee relations
- Team building
- Quality improvement
- Process improvement
- Team Building and Leadership
- Decision-Making
- Positive and Constructive Feedback
- Goal Setting
- Performance Improvement
- Team Development
Professional References
Theresa Tews, Brady Corporation, (920) 562-1109
Timeline
Customer Service Supervisor
PPG INDUSTRIES
08.2017 - Current
Director of Patient Support
SMART CHOICE MRI
10.2016 - 08.2017
Customer Service Supervisor
BRADY CORPORATION
08.2015 - 10.2016
Credit and Collections Resolver
BRADY CORPORATION
12.2013 - 08.2015
Customer Service Representative
BRADY CORPORATION
11.2011 - 12.2013
Bachelor of Science -
WISCONSIN LUTHERAN COLLEGE