Amber Robinson
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
15
15
years of professional experience
2
2
Certification
Work History
Lead Licensed Esthetician
LashFien
05.2020 - Current
- Led team in delivering advanced skincare treatments, enhancing client satisfaction and retention.
- Developed customized lash extension plans based on individual client needs and preferences.
- Mentored junior estheticians, promoting professional development and adherence to industry standards.
- Trained staff on the latest skincare technologies and products, fostering a knowledgeable team environment.
- Maintained inventory control and product ordering procedures, optimizing resource allocation for treatments.
Talent Acquisition Coordinator
StockX
05.2019 - 03.2020
- Coordinated full-cycle recruitment processes to source and select top talent across various departments.
- Developed and maintained relationships with hiring managers to understand staffing needs and improve talent acquisition strategies.
- Managed applicant tracking system, ensuring accurate data entry and streamlined candidate communication.
- Collaborated with HR team to design and implement effective onboarding programs for new hires.
Escalations Team Lead
StockX
08.2018 - 05.2019
- Streamlined processes resulting in improved operational effectiveness
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Mediated disputes between clients and internal teams which resulted in an 25% increase in customer satisfaction scores.
- Used active listening and empathy to de-escalate client complaints
- Led team in executing daily operations and ensuring adherence to quality standards
- Coordinated project timelines and resources to optimize workflow efficiency
Senior Resolution Specialist
Bank of America
11.2016 - 04.2018
- Proactively leverage emotional intelligence to meet clients and inheritors emotional needs during a challenging life event.
- Conduct quality assurance on all correspondence sent to clients to insure bank policies, procedures and regulatory compliances are met.
- Led resolution initiatives for customer disputes, enhancing satisfaction and loyalty.
- Review and identify trust and legal documents to ensure compliance with state laws; additionally maintain a close relationship with the internal paralegal team to verify documents meet bank guidelines.
- Analyzed account discrepancies to identify root causes and implement corrective actions.
Back Office Specialist
Bank of America
11.2013 - 11.2016
- Created and maintained all records for deceased customers while advising family members of required documents and processes to conclude final affairs of all banking relationships.
- Selected to serve as a ‘on the job' coach to assist with training, quality assurance and quality control; assisted with the onboarding and evaluation of new hires.
- Served as a Customer Advocate to assist with clients experiencing financial trouble to mitigate risk and minimize losses.
- Streamlined document processing, ensuring compliance with internal policies and regulatory standards.
- Implemented process improvements that reduced turnaround time on back-office operations by optimizing task delegation.
Unsecured Collections
Bank of America
01.2012 - 11.2013
- Resolved client-billing problems and rescued account receivable delinquency while applying good customer service in a timely manner.
- Identified and conducted root cause analysis on issues attributing to account delinquency and escalated to management appropriately.
- Met and exceeded department goals monthly; assisted more than 200 clients monthly.
- Managed collection processes for delinquent accounts, ensuring compliance with regulations and company policies.
- Initiated payment plans, negotiating terms to facilitate timely account resolution while maintaining customer relationships.
Teller Coordinator
Wells Fargo
05.2010 - 01.2012
- Provided exceptional customer service, addressing inquiries and resolving issues to enhance client satisfaction.
- Processed customer transactions accurately and efficiently, ensuring compliance with financial regulations.
- Complied with bank operations and security procedures by participating in all dual-control functions; maintaining customer traffic surveys; auditing other tellers' currency
- Maintained cash drawer integrity through meticulous tracking of deposits and withdrawals.
- Assisted with balancing ATM and Vaults bi-weekly under dual control
Education
Associate of Science - Business Administration And Management
Georgia State University
Atlanta, GA05.2017
Bachelor Degree - Human Resource Management, Finance
Georgia Southwestern State University
Americus, GA05.2019
Skills
- Strong analytical thinking
- Initiative and problem-solving abilities
- Proficient in communicating intricate concepts
- Task prioritization expertise
- Team leadership
- Escalation handling
- Feedback delivery
- Data entry
- Collaborative project engagement
- Collaborative SOP development
Certification
- Licensed Esthetician 2018
Timeline
Lead Licensed Esthetician
LashFien
05.2020 - Current
Talent Acquisition Coordinator
StockX
05.2019 - 03.2020
Escalations Team Lead
StockX
08.2018 - 05.2019
Senior Resolution Specialist
Bank of America
11.2016 - 04.2018
Back Office Specialist
Bank of America
11.2013 - 11.2016
Unsecured Collections
Bank of America
01.2012 - 11.2013
Teller Coordinator
Wells Fargo
05.2010 - 01.2012
Associate of Science - Business Administration And Management
Georgia State University
Bachelor Degree - Human Resource Management, Finance
Georgia Southwestern State University