Amber Medley
Demopolis,AL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
18
18
years of professional experience
Work History
Customer Service Representative (Remote)
Amazon
Seattle, WA
05.2022 - 05.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Consulted with customers to resolve service and billing issues.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Mentored new employees on procedures and policies to maximize team performance.
- Mentored junior team members and managed employee relationships.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Home Health Aide
Private Home
Demopolis, AL
12.2020 - 01.2022
- Assisted with personal care activities, such as bathing, dressing and grooming.
- Changed bed linens and maintained a clean living environment for the client's safety.
- Cared for patients by assisting with personal hygiene tasks and completing basic household chores.
- Maintained clean and well-organized environment for client happiness and safety.
- Helped clients move in bed, stand or walk using proper body mechanics techniques.
- Prepared meals and snacks according to prescribed diets.
- Provided companionship and monitored health condition of clients.
- Accompanied clients to doctors' offices and on other trips outside home, providing transportation, assistance and companionship.
- Recorded daily notes about client conditions, treatments provided and progress made.
- Took initiative to ensure all tasks were completed efficiently within the designated time frame.
- Reported any changes in the client's physical or emotional condition to supervisor immediately.
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Monitored vital signs such as temperature, pulse rate, blood pressure .
- Assisted in ambulation and exercise routines for clients.
- Engaged patients in recreational activities such as reading books or playing games.
- Administered medications as instructed by physician or nurse practitioner.
- Collected information about conditions and treatment plans from caregivers, nurses, and doctors.
- Participated in developing individualized care plans based on medical orders and assessments.
- Instructed family members regarding proper home care techniques and infection control procedures.
- Helped patients move in and out of beds, wheelchairs or automobiles and with dressing and grooming.
- Cared for patients by washing and ironing laundry, cleaning or assisting with personal care.
- Prescribed and demonstrated in-home exercises and therapies to help patients improve progress and physical health.
- Provided education to families, caregivers, staff and other healthcare professionals regarding physical therapy treatments, safety procedures.
- Managed and treated pain in patients.
- Provided guidance on appropriate lifestyle changes that support optimal health outcomes.
Technical Customer Service Representative (Remote)
Amazon
Seattle, WA
05.2021 - 10.2021
- Adhered to established policies and procedures related to customer service operations.
- Managed multiple projects simultaneously while meeting all deadlines.
- Monitored incoming support tickets, responding quickly when needed.
- Maintained knowledge of current products and services, as well as industry trends.
- Provided technical assistance to customers over the phone and through email.
- Attended weekly meetings with team members to discuss best practices for providing excellent customer service.
- Identified product defects and reported them to the development team for resolution.
- Continually updated skillset by attending training sessions led by experienced professionals.
- Developed an understanding of customer needs by actively listening to their requests and communicating solutions effectively.
- Performed system testing with customers to ensure proper functioning of applications and systems.
- Assisted customers in troubleshooting hardware and software issues.
- Answered customer questions regarding system functionality and usage.
- Conducted regular follow-up calls with customers to ensure their satisfaction with service provided.
- Resolved customer inquiries in a timely manner, ensuring customer satisfaction.
- Tracked progress on open cases, escalating more complex issues when appropriate.
- Assisted new hires in learning company protocols related to technical support operations.
- Created detailed documentation for each customer interaction to maintain accurate records of service provided.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Front Desk Coordinator
Sugaring NYC
New York, NY
02.2020 - 10.2020
- Built relationships with long-term clients through individualized and outstanding customer service.
- Opened the office and completed closing paperwork and procedures daily.
- Processed payments from customers including cash, checks, debit and credit cards, gift cards.
- Ensured that all front desk areas were kept clean and organized at all times.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Took inventory and ordered low-stock items to maintain effective supply organization.
- Managed customer complaints and rectified issues to complete satisfaction.
- Responded to emails from guests regarding their stay or any special requests they may have had.
- Attended meetings with management team regularly to discuss progress on projects or initiatives related to front desk operations.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Assisted with check-in and check-out process by verifying identification and collecting payment information.
- Assisted with scheduling shifts for front desk staff members according to business needs.
- Delivered hands-on training to new and current employees on security, sign-in and guest relations procedures.
- Scheduled and confirmed appointments.
- Updated and recorded customer or client information to maintain accounts.
- Performed data entry tasks into various computer systems accurately and promptly.
Shipping and Delivery Agent (Remote)
Amazon
Seattle, WA
09.2018 - 04.2019
- Attended team meetings regularly to discuss updates on products, services and policies changes.
- Completed research to thoroughly understand client requirements.
- Followed established procedures for processing returns, exchanges, refunds while maintaining high levels of accuracy.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Worked closely with carriers such as FedEx, UPS, USPS and DHL regarding pick-ups and deliveries.
Customer Service Representative (Remote)
Hilton Worldwide Hotels
Houston, TX
05.2016 - 08.2018
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Oversaw reservations received from direct calls and provided room availability information.
- Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
- Ensured that guests received prompt, courteous attention throughout their stay.
- Handled guest complaints and offered complimentary services for hardship cases.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Assisted guests at check-in, providing information on various services within hotel.
Sales Associate/Guest Service Representative
Toys "R" us & Babies "R" us
Atlanta, GA
06.2013 - 06.2018
- Engaged customers in friendly, professional dialogue to determine needs.
- Helped customers find specific products, answered questions, and offered product advice.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Worked with fellow sales team members to achieve group targets.
- Handled customer complaints in a professional manner.
- Answered incoming telephone calls to provide store, products and services information.
- Maintained cleanliness of store environment including floors, windows, displays.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Maintained up-to-date knowledge of store merchandise and policies.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Built and maintained relationships with peers and upper management to drive team success.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Processed transactions using a point-of-sale system.
- Used technology resources to assist customers in locating and selecting items.
- Upsold additional items based on customer interests and needs.
- Increased purchase amounts by cross-selling with similar products.
- Adhered to company initiatives and achieved established goals.
- Ensured compliance with all safety regulations while handling hazardous materials.
- Scheduled shifts for fellow associates during peak traffic times.
- Supervised daily operations including scheduling shifts, assigning duties.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Developed strategies to improve customer relations and increase customer satisfaction.
- Managed daily operations of the department including ordering office supplies, arranging repairs and maintenance services.
- Provided support in developing procedures for identifying, evaluating, and disposing of surplus or obsolete inventory.
- Performed due diligence activities prior to selling off high-value items or properties.
- Produced sales documents, finalized deals and filed records.
Print Service Specialist
OfficeMax
Atlanta, GA
03.2016 - 10.2016
- Provided training to new staff members on the proper use of tools, equipment, supplies, processes. related to service operations.
- Developed and maintained positive relationships with customers through courteous interactions and prompt resolution of issues.
- Monitored inventory levels for parts used in service operations to ensure sufficient stock is available at all times.
- Provided excellent customer service to guests and answered inquiries regarding services, products, and prices.
- Processed payments for services rendered accurately and efficiently.
- Organized daily work schedule to ensure efficient use of time while adhering to company policies and procedures.
- Maintained accurate records of customer transactions including purchase orders and invoices.
- Conducted regular maintenance checks on tools or equipment used in service operations according to manufacturer specifications.
- Demonstrated strong attention-to-detail when performing quality assurance tests after completing a job.
- Performed basic troubleshooting on equipment or systems to resolve minor technical issues quickly and effectively.
- Participated in team meetings regularly in order to share ideas or provide updates on progress towards goals.
- Promoted company services, products, and special offers to encourage sales growth.
- Prepared estimates for customers based on their individual needs while staying within predetermined budget parameters.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Set up and activated customer accounts.
- Monitored levels of toner and ink in order to avoid delays due to lack of supplies.
- Packaged completed orders for shipment or pickup by customers.
- Operated a variety of printing equipment such as digital printers, offset presses, and bindery machines.
- Created proofs from customer-provided artwork to show how prints will look when finished.
- Organized files into appropriate formats for efficient processing by the printer.
- Edited documents in Adobe Acrobat and other software programs to prepare them for printing.
Office Assistant
Life University
Marietta, GA
08.2009 - 07.2015
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Maintained an organized filing system of paper documents and electronic files.
- Performed data entry tasks into various computer systems accurately and efficiently.
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Greeted visitors, determined their needs and directed them to the appropriate personnel.
- Collected payments, issued receipts and updated accounts to reflect new balances.
- Checked office supply levels, anticipated needs and placed orders for appropriate stock levels.
- Collected and coded various documents to prepare for filing, storage and processing.
- Maintained accurate records of all accounts receivable transactions.
- Assisted with the preparation of financial statements for student accounts.
- Communicated effectively with students via phone, email, or in-person meetings.
- Ensured compliance with federal regulations concerning student financial aid programs.
- Worked closely with other departments to ensure accuracy of billing data.
- Analyzed past due accounts and initiated appropriate collection actions.
- Trained new staff members on departmental policies and processes related to student accounts.
- Developed procedures for processing incoming checks and electronic payments.
- Identified potential issues that could affect the accuracy of student billing data.
- Researched and resolved student inquiries in a timely manner.
- Processed student payments, refunds, and adjustments accurately.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Recorded information about status of collection efforts.
- Advised students on budgeting strategies that would help them manage their finances more effectively.
- Verified student eligibility for specific programs according to established criteria.
- Processed scholarship applications and awarded funds accordingly.
- Assisted students with the completion of financial aid forms, including FAFSA and other relevant documents.
- Provided guidance to students regarding their financial aid options.
- Participated in outreach activities such as college fairs and workshops for high school counselors.
Office Assistant Intern
South Jersey Eye Physicians
Medford, NJ
06.2008 - 09.2008
- Scheduled appointments for staff members with clients or customers.
- Monitored inventory levels of office supplies and placed orders when necessary.
- Maintained a clean, professional environment within the office space.
- Prepared mailings by printing labels, stuffing envelopes, and affixing postage stamps.
- Assisted in the preparation of materials for meetings and presentations.
- Managed medical records using an electronic health record system.
- Assisted with referrals and prepared medical records for patients.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Followed HIPAA guidelines to ensure confidentiality of patient information.
- Verified insurance coverage for each patient visit.
- Processed referrals for specialist visits or diagnostic tests.
- Prepared patient charts prior to each appointment.
- Maintained a clean work environment by adhering to infection control protocols.
- Provided customer service to patrons in selecting the best eyewear for their individual needs.
- Monitored stock levels of optical supplies for reordering purposes.
Administrative Assistant
Jones Construction
Demopolis, AL
08.2005 - 06.2008
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Responded effectively to sensitive inquiries or complaints.
- Provided secretarial and office management support while building cooperative working relationships.
- Coordinated appointments, meetings and conferences.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Processed invoices for payment using accounting software applications.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Monitored progress on projects assigned by upper management.
- Prepared expense reports on behalf of executives in accordance with company policies and procedures.
- Utilized editing programs to proofread content for typo-free emails, memos and documentation.
- Created travel arrangements for senior managers according to their requirements.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
Education
Bachelor of Science - Exercise Science
Life University
Marietta, GA07-2016
Skills
- Inbound and Outbound Calling
- Customer Service
- Complaint Handling
- Conflict Resolution
- Active Listening
- Data Entry
- Information Security
- Microsoft Office Expertise
- Complaint Resolution
- Positive and Professional
- Clerical Support
- Medical Terminology Knowledge
- Problem-Solving Abilities
- Retail Sales Customer Service
- De-Escalation Techniques
References
References available upon request.
Timeline
Customer Service Representative (Remote)
Amazon
05.2022 - 05.2023
Technical Customer Service Representative (Remote)
Amazon
05.2021 - 10.2021
Home Health Aide
Private Home
12.2020 - 01.2022
Front Desk Coordinator
Sugaring NYC
02.2020 - 10.2020
Shipping and Delivery Agent (Remote)
Amazon
09.2018 - 04.2019
Customer Service Representative (Remote)
Hilton Worldwide Hotels
05.2016 - 08.2018
Print Service Specialist
OfficeMax
03.2016 - 10.2016
Sales Associate/Guest Service Representative
Toys "R" us & Babies "R" us
06.2013 - 06.2018
Office Assistant
Life University
08.2009 - 07.2015
Office Assistant Intern
South Jersey Eye Physicians
06.2008 - 09.2008
Administrative Assistant
Jones Construction
08.2005 - 06.2008
Bachelor of Science - Exercise Science
Life University