Amber Murphy
Evergreen Park,IL
Summary
Personable and dedicated Customer Service Specialist with 3+ years of industry experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Product Support Specialist
Upstart
2023.12 - 2024.04
- Provided technical support to customers via phone and email.
- Researched and identified solutions to customer inquiries and escalated unresolved issues to appropriate team members.
- Tested software applications for bugs and errors before release.
- Collaborated with cross-functional teams on feature development initiatives.
Customer Support Specialist
Aspiration
2022.05 - 2023.05
- Resolved customer inquiries, complaints, and issues providing insightful solutions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Navigated multiple systems to identify source of customer issues.
- Documented detailed notes in CRM system to track customer interactions.
Claims Customer Service Representative
Endurance Warranty
2021.06 - 2022.05
- Collected, documented, and entered data from and into multiple applications
- Identified, recommended, and implemented customer conservation approaches to enhance policy retention
- Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- De-escalated customer complaints using specialized communication techniques.
ERS Customer Support
AAA Auto Club Group
2020.08 - 2021.06
- Directed phone calls to shorten service time and steer conversations towards targeted solutions
- Answered 70+ inbound calls per day to offer diverse assistance and resolve customers' problems
- Sold additional policies and coverage to new and existing customers
- Combined active listening skills, prepared scripts, and personal communication expertise to determine best solution for each caller
Education
High School Diploma -
Mother McAuley
Chicago, IL2015-05
Some College (No Degree) - General Studies
Eastern Illinois University
Charleston, ILSkills
- Escalation management
- CRM Software
- Technical Troubleshooting
- User Support
- Computer Proficiency
- Time Management
- Strong Communication
- Multitasking
- Attention to Detail
- Remote Support
- Zendesk
- Jira
Certification
- Avocademy - UX/UI Foundations
- Google Project Management: Specialization
Timeline
Product Support Specialist
Upstart
2023.12 - 2024.04
Customer Support Specialist
Aspiration
2022.05 - 2023.05
Claims Customer Service Representative
Endurance Warranty
2021.06 - 2022.05
ERS Customer Support
AAA Auto Club Group
2020.08 - 2021.06
High School Diploma -
Mother McAuley
Some College (No Degree) - General Studies
Eastern Illinois University
- Avocademy - UX/UI Foundations
- Google Project Management: Specialization
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