Amber Partin
Louisville,KY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Quality Analyst
Wsp Usa
04.2023 - Current
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Customer Service Representative
Meridian
07.2022 - 04.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Analyzed project commitments, cost flow and expenditures to support monitoring and reporting.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
Customer Service Representative, Center Team Lead
Graduate Hotels
Louisville, KY
06.2021 - 12.2021
- Managed invoices for B2B customers
- Managed B2C orders for approval and processing
- Assisted in creating SOP documentation
- Resolved customer issues
- Assisted customers via live chat
- Inventoried spreadsheets in Office Excel
- Managed customers using CRM software (Salesforce)
- Contact
Human Resources Assistant
Amazon.com
01.2021 - 04.2021
- Took inbound calls regarding Emergency Leave Requests during the Covid-19 pandemic
- Made Outbound calls regarding documentation submitted for leave
- Processed emergency Leave cases based on documentation, compared to guidelines of accepted documents
- Approved or denied cases according to specific criteria
- Informed employees of pay expectations and pay dates for their leave
- Escalated issues through a ticketing system to correct time issues, badge issues or termination reviews to appropriate departments for processing and correcting.
Customer Service Representative
Blackboard Student Services
12.2014 - 10.2020
- Answer student questions regarding Financial Aid, billing, technical issues, documents submitted and academic calendars
- Leads to enrollment for K-12 schools, calling potential students, and helping them decide if K-12 will be a good option
- Maintain and exceed quality goals, adherence goals, and AHT goals
- One of 10 agents selected to be dedicated to Walden University Support agent for Walden University, assisting my co-workers with their questions
- Provide great customer service, keeping my CSAT scores above targeted goals
- Multiple times was awarded the Agent of the Week, and also Agent of the Month for October 2019
- Worked many lines of business within Blackboard including: Help Desk,
- Financial Aid/Student Services for Ivy, Walden and KCTCS, ELS Support, SLEC, and K-12 Enrollment and Documents
Help Desk Support Agent
Science Applications International Corporation
07.2017 - 01.2018
- Answer user inquiries regarding computer software or hardware operation to resolve problems
- Enter commands and observe system functioning to verify correct operations and detect errors
- Maintain records of daily data communication transactions, problems and remedial actions taken
Education
Diploma - Massage Therapy
Miller Motte Community College
Fayetteville, NC10.2014
Skills
- Microsoft Office
- Multitasking and Organization
- Issue and Complaint Resolution
- Customer Support
- Quality Control
- Escalation Management
- Help Desk Support
- Complaint Resolution
- Document and Records Management
- Trainer Mentoring
- Supervisory Abilities
- Customer Care
- Contact Center Software
- User Experience
- Key Performance Indicators (KPIs)
- Employee Engagement
- Personnel Recruitment
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison
Timeline
Quality Analyst
Wsp Usa
04.2023 - Current
Customer Service Representative
Meridian
07.2022 - 04.2023
Customer Service Representative, Center Team Lead
Graduate Hotels
06.2021 - 12.2021
Human Resources Assistant
Amazon.com
01.2021 - 04.2021
Help Desk Support Agent
Science Applications International Corporation
07.2017 - 01.2018
Customer Service Representative
Blackboard Student Services
12.2014 - 10.2020
Diploma - Massage Therapy
Miller Motte Community College