Amber Quinn
Kaplan,LA
Summary
Dynamic professional with a proven track record at Amazon, adept in customer service and package handling. Excelled in high-stress situations, enhancing customer satisfaction and operational efficiency.
Skilled in data entry and problem-solving, consistently exceeded performance metrics. Demonstrates exceptional teamwork and communication abilities, driving continuous improvement in service quality. Dependable customer service skills offering 3 years processing mailpieces and packages to foster timely delivery. Highly attuned to varying customer needs with success in achieving sales and customer satisfaction targets.
Skilled in managing fluctuating workloads in production-driven settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
PSE Clerk
United States Post Office
Lafayette, LA
08.2021 - Current
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Facilitated timely delivery of packages by ensuring proper labeling and placement within designated sorting bins according to postal codes.
- Maintained accurate records of mail volume processed, ensuring streamlined operations and timely delivery.
- Loaded and unloaded shipping containers and vehicles.
- Assisted customers with special services requests such as certified mail or insurance claims, fostering trust in the USPS brand.
- Increased efficiency in mail handling by training new staff on USPS procedures and guidelines.
- Upheld a professional demeanor when interacting with customers, coworkers, and supervisors to maintain a positive work environment.
- Enhanced customer satisfaction by efficiently sorting, routing, and distributing mail to appropriate destinations.
- Contributed to loss prevention efforts by adhering strictly to security policies regarding sensitive materials or restricted items in the mail stream.
- Stayed current on USPS regulations and updates through regular attendance at training sessions or team meetings, applying new knowledge to daily tasks for continuous improvement in service quality.
- Provided exceptional customer service while addressing inquiries about postage rates, mailing regulations, and other postal matters.
- Ensured smooth operations through regular maintenance checks on postal equipment, reporting malfunctions promptly for quick resolution.
- Safeguarded USPS property from theft or damage by vigilantly monitoring facility after hours as required during assigned shifts.
- Accelerated processing times with effective use of automated equipment for mail sorting and distribution.
- Streamlined workflow by keeping a clean work environment free from hazards and following safety protocols at all times.
- Optimized time management skills while working under tight deadlines for daily dispatches of outgoing mail.
- Reduced errors in package deliveries by meticulously verifying recipient information and tracking numbers.
- Performed data entry tasks with high accuracy levels to ensure proper documentation of all incoming/outgoing parcels within the system.
Customer Service Representative
The Hartford
Remote
05.2022 - 03.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided primary customer support to internal and external customers.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Remote-customer Service Representative
Amazon
Remote
04.2020 - 09.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided primary customer support to internal and external customers.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Medical Front Office Receptionist
Southstar Urgent Care
Lafayette, LA
11.2017 - 02.2020
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained a clean and welcoming reception area to ensure a positive first impression for all visitors to the medical facility.
- Helped patients complete necessary medical forms and documentation.
- Supported office staff and operational requirements with administrative tasks.
- Increased patient satisfaction, managing insurance verifications and addressing billing inquiries professionally and promptly.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Reduced patient wait times with proficient multitasking, handling phone calls, and managing walk-in patients simultaneously.
- Managed multi-line phone system and pleasantly greeted patients.
- Checked patient insurance, demographic, and health history to keep information current.
- Enhanced patient experience by efficiently managing appointment scheduling and confirming appointments in a timely manner.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Transcribed phone messages and relayed to appropriate personnel.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Managed office bookkeeping with insurance billing and patient payments.
Education
Associate of Applied Science - Criminal Justice
Bryant And Stratton College
Getzville, NYAssociate of Arts - Marketing
Bryant University
Smithfield, RIHigh School Diploma -
Kaplan High School
Kaplan, LA05.2009
Skills
- Package handling
- Multi-tasking Capabilities
- Workplace Safety
- Shipping and receiving
- Document processing
- Sales Support
- Federal law
- Filing systems
- Data entry proficiency
- Adherence to Policies
- Deadline Management
- Problem-solving skills
- Computer savvy
- Handling and sorting mail
- Team Collaboration
- Verbal/written communication
- Distribution Services
- Documentation
- Shipping procedures
- Sorting procedures
- Production goal setting
- Staff Development
- Federal guideline proficiency
- Sales background
- Post office operations
- Expenses tracking
- Salesmanship
- Route Management
- Customer Service
- Retail services
- Clerical Support
- ERP Software
- Postage Calculation
- Accounting Software
Certification
- CPhT - Certified Pharmacy Technician
- CBCS - Certified Billing and Coding Specialist
Additional Information
I am experienced with 9 plus years of customer service experience. I am very knowledgeable and dedicated working in any field that involves customer service. I always carry a positive and professional demeanor and I'm a solid team player when working in teams. I am motivated to always keeping client information confidential and always following HIPPA guidelines. I am proficient in utilizing technology platforms and software to streamline processes and enhance productivity.
Timeline
Customer Service Representative
The Hartford
05.2022 - 03.2024
PSE Clerk
United States Post Office
08.2021 - Current
Remote-customer Service Representative
Amazon
04.2020 - 09.2022
Medical Front Office Receptionist
Southstar Urgent Care
11.2017 - 02.2020
Associate of Applied Science - Criminal Justice
Bryant And Stratton College
Associate of Arts - Marketing
Bryant University
High School Diploma -
Kaplan High School