Amber Pratt
Ashland,KY
Summary
My career objective is to secure a role that offers a conducive work environment, opportunities for growth, and job satisfaction. I am eager to enhance my skills, experience personal and professional growth, and contribute to the success of my organization. However, my current company does not provide the necessary platform for advancement.
Resourceful Senior Customer Support Specialist known for high productivity and efficient task completion. Possess specialized skills in customer relationship management, technical support troubleshooting, and conflict resolution. Excel in communication, empathy, and problem-solving to enhance customer satisfaction and loyalty.
Personable and dedicated customer service representative with extensive experience in industry. 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.
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
23
23
years of professional experience
Work History
Senior Customer Support Specialist
Directv /AT&T
Huntington, West Virginia
01.2017 - 10.2024
- As a customer support specialist, I handle complex customer inquiries, partnering with diverse departments to provide timely solutions and maintain high customer satisfaction. My role involved managing customer calls that required supervisory intervention, resolving customer queries and concerns spanning billing and technical support. I was also responsible for supporting fellow staff members through chat and phone, ensuring they were equipped with the necessary understanding of company systems and policies.
- Assisted customers with product ordering, account setup, billing inquiries, and troubleshooting.
- Tracked customer feedback to identify trends and areas of improvement within the organization.
- Analyzed data from surveys to identify potential opportunities for business development.
- Collaborated closely with other teams to develop strategies for resolving escalated issues quickly.
- Identified root causes of problems through research and analysis of available data sources.
Debt Collector
GC services
01.2012 - 01.2017
- As a debt collector, I had to employ numerous skills to trace the whereabouts of debtors and collaborate with them to establish suitable financial arrangements, ranging from individual payment plans to government assistance programs
- Unfortunately, the department was relocated to a different location that I could not move to
- Identified delinquent accounts and contacted debtors to negotiate payment terms.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Researched complex billing issues and provided solutions to resolve disputes.
- Investigated the creditworthiness of potential borrowers by ordering credit reports and verifying references.
- Assessed customer financial situations to identify hardship cases that required special consideration or alternative repayment options.
Nurse
OLBH , Mildred Bateman, Kdmc
Russell, Kentucky
04.2010 - 10.2013
- Providing comprehensive care for patients, including all levels of nursing and medical assistance, and executing physicians' orders with precision.
- Collaborated with other healthcare professionals to develop individualized plans of care for each patient.
- Educated patients on their medical condition, treatment plans, and self-care management techniques.
- Assessed and monitored patient health conditions, including vital signs such as temperature, pulse rate and blood pressure.
Photography and Sales
Sears and CPI
Ashland, USA
09.2007 - 10.2011
- Pursuing a career with a chain store allowed me to prioritize my family and educational aspirations
- As a Sears employee, I handled various tasks such as photography, sales, scheduling, cleaning, and stocking and delivering
- I initially worked for Studios operated by CPI within Sears, before the company was acquired and I began working exclusively for Sears
- Established key accounts, negotiated terms of sale, and closed sales deals.
- Performed financial analysis of customer's accounts to determine creditworthiness.
- Analyzed past sales data to identify areas for improvement in future campaigns.
Personal Assistant
Personal Assistant
03.2008 - 01.2010
- Responsible for providing exceptional support and service to a private family as their personal assistant
- Unfortunately one past way and the other could no longer stay in the private home
- Prepared documents such as reports, presentations, agendas, and correspondence.
- Managed office supplies inventory and placed orders when necessary.
CNA Manager
Trinity Station
Ashland, USA
04.2005 - 05.2007
- As a skilled CNA, I provided care for 45 patients daily and effectively managed medication administration
- My role also involved supervising schedules for CNA staff, supporting hiring processes, and maintaining patient charts, including Monthly reviews and daily staff issues
- Furthermore, I ensured the completion and accuracy of documents related to Medicare and insurance for residents
- Organized and conducted monthly staff meetings to ensure clear communication of expectations.
- Monitored the quality of care provided by CNAs to ensure compliance with standards.
- Maintained accurate records of all CNA staff including personnel files, timesheets, and certifications.
- Identified potential areas for improvement in CNA practices and developed strategies to address them.
- Managed disciplinary actions when appropriate according to facility policy.
- Participated in recruitment activities such as interviewing prospective candidates for open positions within the department.
- Ensured that all CNA personnel were compliant with state regulations regarding certification requirements.
- Initiated programs designed to improve customer service among CNA staff members.
- Assisted Director of Nursing in developing annual budgeting goals related to staffing costs associated with CNAs.
CNA
Rosemount
Brandon, USA
02.2002 - 07.2004
- As a CNA, I provided daily care and medical attention to 15-30 patients
- However, the facility was forced to close due to funding cuts by the state
Education
BBA - Business Administration
Columbia Southern
Orange Beach, AL10.2016
Bachelor's degree - Arts and Science
Ashland Community and Technical College
Ashland, KY12.2013
Associate of Science - Registered Nurse Education
KCTCS
Ashland, KY01.2012
Phlebotomist -
Phlebotomy Plus
Grayson, KY08.2002
Skills
- Escalation management
- Customer service excellence
- Customer Response
- Payment Processing
- Live chat support
- Ticket management
- Quality Assurance
- Customer Relationship Management (CRM)
- Complaint Handling
- Appointment Scheduling
- CRM Software
- Salesforce
- Email management
- Referral Coordination
- Technical Troubleshooting
- Call center experience
- Merchandise upselling
- Needs Assessment
- Order Processing
- Direct Sales
- Regulatory Compliance
- De-Escalation Techniques
- Customer Service
- Call Documentation
- Account Management
- Quality Control
- Refunds processing
- Customer Relations
- Complaint resolution
- Organization and recordkeeping
- Service standard compliance
- Information Gathering
- Call Metrics
- Multi-Line Phone Systems
- Task Prioritization
- International sales support
- Persuasion skills
- Recordkeeping strengths
- Upselling techniques
- Translation and Interpretation Services
- Professional telephone demeanor
- Database Management
- Inbound call answering
- Contract Development
- Order and Refund Processing
- Trained in Salesforce
- Problem-Solving
- Professionalism
- Product and service knowledge
- Cross-Functional Collaboration
- Order Fulfillment
- Account Updates
- Inbound Call Management
- Member account management
References
- Mathew Hornbuckle, Owner of PEM, (606) 923-1162
- Mellisa Jude, Direct Supervisor At Direct Tv, (304) 360-5667
- Debra McComas, Supervisor for AT&T, (304) 634-5994
- Heather Jewel, Manager at AT&T/Direct Tv, (304) 634-5994
Timeline
Senior Customer Support Specialist
Directv /AT&T
01.2017 - 10.2024
Debt Collector
GC services
01.2012 - 01.2017
Nurse
OLBH , Mildred Bateman, Kdmc
04.2010 - 10.2013
Personal Assistant
Personal Assistant
03.2008 - 01.2010
Photography and Sales
Sears and CPI
09.2007 - 10.2011
CNA Manager
Trinity Station
04.2005 - 05.2007
CNA
Rosemount
02.2002 - 07.2004
BBA - Business Administration
Columbia Southern
Bachelor's degree - Arts and Science
Ashland Community and Technical College
Associate of Science - Registered Nurse Education
KCTCS
Phlebotomist -
Phlebotomy Plus