Amber Nolan
WASHINGTON,District of Columbia
Summary
- Dynamic, result-oriented professional with extensive experience in customer service and data analysis, notably at Department of Buildings.
- Excelled in deploying analytical tools and fostering seamless interdepartmental collaboration to enhance program efficiency.
- Proven track record in improving customer satisfaction and adept at leveraging great communication skills for team-building.
- Skilled in financial operations analysis, poised for higher-level positions.
Overview
15
15
years of professional experience
Work History
Program Support Specialist
Department of Buildings
03.2024 - Current
- Investigated issues and provided knowledgeable responses to resolve customer concerns.
- Facilitated collaboration between departments to ensure seamless integration of program objectives into overall organizational strategies.
- Demonstrated flexibility and adaptability in the face of changing program requirements, successfully navigating shifts in priorities while maintaining a high level of performance.
- Maintained organized records of project milestones and deliverables, ensuring easy access to crucial information when needed.
- Collaborated with cross-functional teams to develop comprehensive program plans and timelines.
- Contributed to a positive work environment by actively participating in team-building activities and maintaining open lines of communication with colleagues.
- Created documents, reports, and spreadsheets detailing program information.
- Leveraged strong analytical skills to identify trends in data, providing valuable insights for future programs.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Call Center Representative
Ancora Education
04.2019 - 02.2024
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Call clients and customers to inform them about the company’s new products, services and policies.
- Guide callers through troubleshooting, navigating the company site or using the products or services
Call Center Representative
TDB Communications
02.2015 - 12.2019
- Handle a large volume of inbound and outbound calls in a timely manner.
- Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary.
- Identify customer needs, research issues, resolve complaints, and provide solutions.
- Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team.
Leasing Specialist
Patriot Management
02.2010 - 01.2015
- Conducted apartment tours,
- Answered questions and highlighted selling features and benefits of the property.
- Processed and verified applications in a timely manner which increased the likelihood of successful rentals.
- Collected application fees and deposits and kept accurate records of all financial transactions
Education
High School Diploma -
Ballou Stay
Washington, DC06-2010
Skills
- Dynamic and result-oriented
- Great customer service skills
- Proficient in deploying analytical and database tools to analyze financial operations
- Adapt at employing effective data analysis techniques to facilitate sound decision-making and successfully execute projects
- Eager learner with excellent business communication skills and armed with the required skillset to be propelled to higher positions
Timeline
Program Support Specialist
Department of Buildings
03.2024 - Current
Call Center Representative
Ancora Education
04.2019 - 02.2024
Call Center Representative
TDB Communications
02.2015 - 12.2019
Leasing Specialist
Patriot Management
02.2010 - 01.2015
High School Diploma -
Ballou Stay