Amber Ross
Daingerfield,TX
Summary
Professional evaluation expert prepared and ready for this role. Proven track record in data analysis, program assessment, and strategic planning. Strong focus on collaboration and achieving measurable outcomes. Adaptable AND reliable..
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
23
23
years of professional experience
Work History
INTERNET EVALUATION SPECIALIST
Telus International
REMOTE
08.2024 - Current
- Conducted comprehensive evaluations of program effectiveness to inform strategic decision-making.
- Prepared detailed reports summarizing findings and recommendations for stakeholders.
- Monitored compliance with evaluation protocols, ensuring adherence to industry standards.
- Streamlined data collection processes for more accurate and efficient analysis of program outcomes.
Training Manager
Exxon Mobil
HUNTSVILLE,TX
01.2019 - 02.2024
- Developed and implemented training programs aligned with corporate goals.
- Facilitated workshops to enhance employee skills and knowledge retention.
- Assessed training effectiveness through feedback and performance metrics.
- Mentored junior trainers, fostering professional development and knowledge sharing.
Team Lead
Shell Gas Station
Huntsville, TX
04.2015 - 01.2019
- Oversaw daily operations to ensure compliance with safety and service standards.
- Trained and mentored team members on customer service best practices.
- Implemented inventory control measures to reduce waste and improve efficiency.
- Developed schedules to optimize staffing levels during peak hours.
- Enhanced customer satisfaction through proactive issue resolution and feedback collection.
- Coordinated maintenance of equipment to minimize downtime and operational disruptions.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Head Server
IHOP
Tyler, TX
06.2003 - 04.2015
- Trained and mentored staff on customer service standards and operational procedures.
- Managed dining area to ensure cleanliness and efficient table turnover.
- Coordinated with kitchen staff to streamline order delivery and enhance guest satisfaction.
- Implemented strategies to improve service efficiency during peak hours.
Education
Associate of Applied Science - Computer And Information Systems
UNIVERSITY OF PHOENIX
Phoenix, AZ05-2028
Skills
- Monitoring and evaluation
- Adaptive learning
- Data collection
- Qualitative research
- Impact evaluation
- Attention to detail
- Multitasking Abilities
- Reliability
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Relationship building
Call center experience
Computer proficiency
Microsoft Excel
Client relations
Complaint resolution
Professional telephone demeanor
Accomplishments
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
Languages
English
Native or Bilingual
Timeline
INTERNET EVALUATION SPECIALIST
Telus International
08.2024 - Current
Training Manager
Exxon Mobil
01.2019 - 02.2024
Team Lead
Shell Gas Station
04.2015 - 01.2019
Head Server
IHOP
06.2003 - 04.2015
Associate of Applied Science - Computer And Information Systems
UNIVERSITY OF PHOENIX