- Youth mentor, providing guidance and support to empower the next generation of leaders
- Avid Reader
- Volunteering for community initiatives to give back to local communities and make a positive impact
Amber Pruitt Buss
Macomb,OK
Summary
Experienced with leading customer service teams to deliver top-tier support. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Track record of fostering team collaboration and maintaining service quality. Strong customer service and employee relation skills. Compassionate, highly reliable, enthusiastic, and an exemplary work ethic. Great teamwork skills and communicates extremely well with supervisors, staff, and clients.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor
Arthur's Air Conditioning and Heating
07.2024 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Provided technicians with purchase order numbers for part pick-ups and deliveries.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully de-escalating situations while ensuring satisfactory resolutions for both parties involved.
- Researched and corrected customer concerns to promote company loyalty.
Lead Dispatcher
Arthur's Air Conditioning and Heating
07.2023 - 07.2024
- Consistently met or exceeded company goals for dispatch efficiency and customer satisfaction through diligent work ethic and focus on continuous improvement.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Assisted in updating company policies related to dispatch operations, maintaining compliance with industry standards and regulations.
- Managed a team of dispatchers, providing guidance and mentorship to improve overall job performance.
- Maintained accurate records of all dispatched calls ensuring proper documentation is available when needed.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Served as a liaison between drivers, clients, and internal teams to resolve issues or concerns quickly and effectively.
- Provided technicians with purchase order numbers for part pick-ups and deliveries.
- Improved response times by streamlining dispatch processes and implementing efficient routing strategies.
- Collaborated with management to develop strategic plans for growth and expansion within the company''s geographic area.
- Contributed towards positive client relationships through timely and professional communication, managing expectations, providing necessary information and updates.
Customer Service Representative
Arthur's Air Conditioning and Heating
03.2023 - 07.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Cleaned up customer accounts and general data in the CRM platform, ensuring that all data was up to date and reflected the most accurate information for all team members to review.
Service Center Supervisor
Balfour Beatty, Tinker AFB
02.2021 - 10.2022
- Managed maintenance and service requests for Tinker AFB housing; responsible for 660 homes.
- Directed maintenance personnel to jobs. Ensured work performed was completed, tracked, and processed promptly.
- Selected to assist Dyess AFB Housing in Texas, with cleaning up the months' worth of backlogged information and incomplete jobs. Built training manuals for new CSRs and technicians to help instill the new processes and procedures.
- Reduced customer complaints through proactive communication measures such as automated messaging systems or email notifications about frequently asked questions or problems.
- Launched new initiatives aimed at increasing employee engagement within the Service Center.
- Standardized operating procedures across multiple locations increasing consistency in both customer experience and employee performance expectations.
- Implemented ongoing training programs for service center employees to update their skills and knowledge.
DJW Consulting JV, Mike Monroney Aeronautical Center
10.2020 - 02.2021
- Categorized and scanned 60+ files, 2K documents daily; used Document Imaging Workflow (DWIS) to include; EKGs, MRIs, CT Scans, Drug & Alcohol Lab work Results, Faxes, FedEx and Incoming mail. Converts microfiche files into scanned documents. Prepared documents for documents for scanning and labels files accordingly. Verified policies and procedures were followed in receipt, routing and processing of documents.
The Launching Pad Child Care Center, Mike Monroney Aeronautical Center
07.2019 - 07.2020
- Directly responsible for the Toddler rooms with 13 toddlers. Floater for 7 different classrooms. Provides guidance and expertise for 50 children. Communicates daily with parents, staff and children ensuring all are informed on things that directly affect the children and classrooms. Provides breaks for 7 staff members.
JV/Varsity Soccer Team Manager
03.2019 - 05.2019
- Managed team of 45 players, assisting 3 coaches. Responsible for providing updates and key information to players, parents, and coaches. Recorded player information and provided key details/stats of games and player injuries. Tracked/Monitored player recovery ensuring coaches were up-to-date on restrictions. Responsible for equipment used by team.
Wrestling Team Manager
01.2018 - 01.2019
- Managed team of 20 wrestlers, assisting 4 coaches and ensured all members were informed on current schedule. Monitored wrestlers’ stats and provided reports to coaches for development and growth of wrestlers. Ensured facility was neat and clean providing a healthy environment for team. Coordinated and led 2018 Malcolm Wade Wrestling Tournament Hospitality room – provided food and refreshment for 19 teams (65 coaches and 300 plus wrestlers). Managed Snack-Bar – responsible for $1500 in merchandise, food, refreshments; supervised 10-person team operating function.
Education
Oklahoma City Community College
Oklahoma City, OK12.2019
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Carl Albert High School
Midwest City, OK05.2019
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Training and mentoring
- Customer relations
- Call monitoring
- Continuous improvement
- Schedule management
Affiliations
- Cody James Buss Memorial Foundation
Interests
Timeline
Customer Service Supervisor
Arthur's Air Conditioning and Heating
07.2024 - Current
Lead Dispatcher
Arthur's Air Conditioning and Heating
07.2023 - 07.2024
Customer Service Representative
Arthur's Air Conditioning and Heating
03.2023 - 07.2023
Service Center Supervisor
Balfour Beatty, Tinker AFB
02.2021 - 10.2022
DJW Consulting JV, Mike Monroney Aeronautical Center
10.2020 - 02.2021
The Launching Pad Child Care Center, Mike Monroney Aeronautical Center
07.2019 - 07.2020
JV/Varsity Soccer Team Manager
03.2019 - 05.2019
Wrestling Team Manager
01.2018 - 01.2019
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Carl Albert High School
Oklahoma City Community College
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