Amber Ricks
Fresno,CA
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 and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Contact Center Representative
U.S. Department Of Treasury (IRS)
2023.07 - Current
- Achieved high satisfaction rating through proactive one-call resolutions of taxpayer issues, averaging 20 calls per day.
- Responded to taxpayer calls and correspondence to answer questions related to notices and status of claims.
- Collaborated with additional departments on complex claims out of my scope to ensure the accuracy of claims and that deadlines were met.
- Learned and maintained in-depth understanding of data entry and claims processing programs to offer knowledgeable and educated responses to diverse taxpayer questions.
Driver
Uber
2022.04 - 2023.02
- Applied knowledge of local routes and traffic patterns to provide timely response to ride requests
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
Client Services Representative
Bank Of America
2020.07 - 2022.03
- Offered troubleshooting advice to assist clients with technical issues while they navigated web-based self-serve options.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Helped large volume of clients every day with positive attitude and focus on customer satisfaction, averaging 60 calls per night and a customer experience KPI of 92%.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
Technical Support Expert
Asurion
2018.12 - 2020.06
- Documented support interactions for future reference.
- Researched product and issue resolution tactics to address customer concerns.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
Email Support Representative
Aetna
2014.06 - 2018.10
- Collaborated with direct supervisor by handling escalated inbound calls and social media complaints.
- Kept accurate records of customer support interactions using defined methods and tools.
- Built trusting relationships with clients through open and honest communication.
- Identified and implemented correct solutions to client issues first-time around within established time limits of 48 hours.
Education
Associate of Arts - Liberal Arts
Fresno City College
Fresno, CASkills
- Empathetic
- High Adaptability
- Solution Oriented
- Effective Cross Functional Communicator
- Self-starter
- Escalations/High pressure situations
- Critical thinking skills
- Skilled Collaborator
Timeline
Contact Center Representative
U.S. Department Of Treasury (IRS)
2023.07 - Current
Driver
Uber
2022.04 - 2023.02
Client Services Representative
Bank Of America
2020.07 - 2022.03
Technical Support Expert
Asurion
2018.12 - 2020.06
Email Support Representative
Aetna
2014.06 - 2018.10
Associate of Arts - Liberal Arts
Fresno City College
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