Amber Murray
Sunrise,FL
Summary
Spirited and High-performing Bank Customer Service Representative committed to inspiring personal drive and self-confidence through motivational training and skills development. Employs example-based instruction style to build trust as hands-on leader. Believes in open, constructive communication between staff and team to set clear goals and build vision of excellence.
Overview
9
9
years of professional experience
Work History
Coach
American Express
07.2023 - Current
- Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
- Monitoring customer servicing calls and chats to ensure a flawless customer experience
- Responsible for performance management for all direct reports including coaching, goal setting, and development planning.
- Decision-making in critical day-to-day situations with customers and colleagues.
- Fostered a positive learning environment by incorporating diverse teaching methods that cater to different learning styles including Kahoot games, scavenger hunts, and role play.
Banking Customer Service Representative
American Express
12.2021 - 07.2023
- Process various transactions with accuracy and according to bank standards and legal requirements.
- Assist customers with navigating bank systems, and completing transactions with their accounts.
- Strengthen customer relationships by upholding strict standards and delivering fast, friendly customer service.
- Educate customers about available services, products, and bank resources.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
Consumer Service Representative
American Express
03.2019 - 12.2021
- Assisted card members with general and specific inquiries by utilizing proper tools and resources to provide tailored solutions and anticipate customer future needs.
- Consulted with card members on unique
opportunities to enhance benefits and leverage
sales expertise to promote products and capitalize
on upsell opportunities. - Exceeded monthly performance goals by 25% on
average, including close rate, production targets,
quality goals and survey results. - Built long-term, loyal customer relations by providing
top-notch service and detailed order, account and
service information. - Eliminated inefficiencies by mentoring and training
new employees on best practices.
Inbound Sales Specialist
Comcast
04.2018 - 03.2019
- Memorized scripts to achieve easy conversational flow in interactions with potential customers.
- Worked with multiple means of communication within fast-paced environment.
- Exceeded productivity targets and sales goals by 5%.
- Supported sales department in handling new subscriber orders, account inquiries and assigned tasks.
- Communicated with customers regarding marketing campaigns and promotions, answering questions and addressing concerns.
- Developed and maintained working knowledge of products and services to deliver timely, accurate information.
Retail Consultant
Sprint by Wireless Connections Group
06.2017 - 04.2018
- Provided a total sales solution to our customers, for any of their wireless/mobility needs
- Exceeded key performance objectives, including sales and customer satisfaction goals
- Accurately set up accounts, so customers are ready to use their new devices and plans as soon as they leave the store
- Identified the right solutions for customer billing, technical and/or account issues.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained tidy and organized store environment to comply with cleanliness standards.
Assistant Store Manager
Sprint By Wireless Lifestyle
07.2015 - 05.2017
- Partnered with Store Manager to lead store team with unparalleled store experience that improved customer loyalty and also strengthening the Sprint Brand
- Motivated sales team to meet or exceed key performance objectives that included service and repair metrics, sales and customer satisfaction goals and store compliance/audits
- Provided continuous feedback and coaching to improve individual and store performance
- Prepared schedules for employees in store
Expert Sales Support Agent
Alorica
01.2015 - 01.2016
- Handled inbound service calls from prospective customers
- Identified customer inquiry by actively and providing desired information through means of industry applied knowledge and proper research to successfully handle the customer’s request
- Identified reason(s) for disconnect and overcame objections in efforts to successfully retain our customers
- Maintained knowledge of all marketing campaigns, competitive campaigns/pricing, and retention offers while utilizing these tools and resources in retaining business
- Retained business relationships and re-sold the value of our products by utilizing strong listening skills and probing techniques to properly align products with customer needs.
Education
Associate of Arts - Communications
Broward College
Fort Lauderdale, FL06.2025
High School Diploma -
Robert Morgan Educational Center
Miami05.2014
Skills
- Strong team player and motivator
- Adaptable and Flexible
- Problem-Solving
- Interpersonal Communication
- Strong people management and leadership skills
Accomplishments
- Collaborated with 3 stakeholders in the development of current team engagement strategies.
- Achieved fourth overall ranking in 2022 by consistently working towards developmental goals.
- Achieved overall OSAT of 92.54 and 100% HOC in 2022.
Timeline
Coach
American Express
07.2023 - Current
Banking Customer Service Representative
American Express
12.2021 - 07.2023
Consumer Service Representative
American Express
03.2019 - 12.2021
Inbound Sales Specialist
Comcast
04.2018 - 03.2019
Retail Consultant
Sprint by Wireless Connections Group
06.2017 - 04.2018
Assistant Store Manager
Sprint By Wireless Lifestyle
07.2015 - 05.2017
Expert Sales Support Agent
Alorica
01.2015 - 01.2016
Associate of Arts - Communications
Broward College
High School Diploma -
Robert Morgan Educational Center