Amber Summerford
Bridgeport,AL
Summary
Professional with a strong background in customer interactions and service solutions. Adept at resolving conflicts, communicating effectively, and solving problems to ensure customer satisfaction and loyalty. Collaborative team player who easily adapts to changing needs and remains consistently focused on achieving results through efficient and empathetic service. Recognized for reliability and proactive approach in meeting both customer and organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Training Supervisor
United States Stove Company
05.2019 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
- 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 coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Material Handler
Graybar Electric
08.2018 - 05.2019
- Transported inventory items to appropriate locations.
- Packed items into appropriate containers for shipment.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Collaborated with team members to ensure timely completion of tasks and high-quality work standards.
- Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
- Used hand-held scanners and physical logs to accurately track item movements.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
- Prevented product damage by carefully loading and unloading materials using appropriate equipment.
- Conducted routine maintenance checks on material handling equipment to ensure optimal functioning throughout daily operations.
- Performed cycle counts and inventory control to accurately track product levels.
- Expedited order fulfillment by accurately picking, packing, and shipping products to customers.
- Supported production goals, ensuring that all necessary materials were available when needed on the manufacturing floor.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Unloaded incoming shipments to verify accuracy of deliveries and check possible damages.
Customer Service Supervisor
United States Stove Company
07.2014 - 08.2018
- 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.
- 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 deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Researched and corrected customer concerns to promote company loyalty.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
Education
High school or equivalent -
North Jackson High School
Stevenson, AL05.2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Relationship building
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Microsoft outlook
- Call center operations
- Professional telephone demeanor
- Follow-up skills
- Call management
- Order processing
- Team development
- Prioritization
- Staff training
- De-escalation techniques
- Technical support
- Live chat support
- Filing
- Product sales
- Order fulfillment
- Shipping Receiving
- Forklift
- Picker Packer
- Warehouse Associate
- Shipping
- Machine Operator
- Forklift Operator
- General Labor
- Packing
- Pallet Jack
- Stockroom
Certification
OSHA 10, 02/01/19, Present
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative/Training Supervisor
United States Stove Company
05.2019 - Current
Material Handler
Graybar Electric
08.2018 - 05.2019
Customer Service Supervisor
United States Stove Company
07.2014 - 08.2018
High school or equivalent -
North Jackson High School
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