Amber Pace
Birmingham
Summary
Dynamic professional with a proven track record at T-Mobile for elevating team success through effective communication and problem-solving. Excelled in fast-paced environments, demonstrating dependability and strong customer service skills. Achieved high customer satisfaction by leveraging empathy, patience and advanced computer skills. Recognized for quick learning and exceptional teamwork, consistently driving revenue and operational efficiency.
Overview
13
13
years of professional experience
Work History
Switchboard Operator
UAB St. Vincent's
10.2024 - Current
- Connected callers with appropriate professional, department, or business.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Announced important information and emergency notifications over PA system.
Associate Coach/Supervisor
T-Mobile
03.2019 - 02.2023
- Increased overall team success by identifying areas for improvement through call observations and live side-by-side listening then creating customized development plans.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Adapted quickly to changing business needs, by staying up to date on current device/accessory/service promotions and ensuring the operations team was always prepared for any changes in demand or industry trends.
- Created a fun, yet winning environment by setting clear goal expectations and team engagement opportunities in addition to recognizing accomplishments in various ways.
- Assisted in onboarding and ongoing training of new and tenured employee by providing verbiage and best practices to drive revenue.
- Top Performer
Phone Banker
Wells Fargo
03.2015 - 01.2019
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update customer accounts accurately.
- Maintained high call quality standards with clear communication and active listening skills for optimal customer experiences.
- Consistently helped customers and company succeed financially by actively listening and account review ensuring products and services offered met customer's needs/goals.
- Improved efficiency by assisting with the implementation of new policies and procedures that streamlined workflows within the company.
- Handled sensitive, personal and financial information with discretion ensuring the privacy of customers at all times.
- Supported team members by sharing best practices, contributing to a positive work environment, and collaborating on solutions for complex ustomer situations.
Customer Service Representative
Check N' Go
05.2012 - 03.2015
- Maintained up-to-date knowledge of current lending regulations, ensuring compliance with all applicable laws and policies.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers based on customer financial needs.
- Increased revenue by providing marketing materials within the immediate residential areas as well as local business.
- Ensured compliance with federal, state, and company policies by conducting thorough audits of all loan documentation and customer's confidential information.
- Conducted comprehensive risk assessments for each borrower, mitigating potential losses for the organization.
Education
Associate of Science - Office Administration
Virginia College
Homewood, AL03-2013
Skills
- Quick-learning
- Dependability
- Empathy and patience
- Strong telephone etiquette
- Task delegation
- Excellent verbal communication skills
- Multi-line phone systems
- Computer skills
- Customer service
- Teamwork and collaboration
- Problem-solving
- Attention to detail
Work Preference
Work Type
Full TimePart TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementPaid time off401k matchCompany CultureWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
- ServSafe Food Handler Certification - National Restaurant Association.
Accomplishments
- Supervised team of 30 team members.
Timeline
Switchboard Operator
UAB St. Vincent's
10.2024 - Current
Associate Coach/Supervisor
T-Mobile
03.2019 - 02.2023
Phone Banker
Wells Fargo
03.2015 - 01.2019
Customer Service Representative
Check N' Go
05.2012 - 03.2015
Associate of Science - Office Administration
Virginia College
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