Amber Whosendove
Alpharetta,GA
Summary
Focused and hardworking professional with success and delivered unbiased perspective to solve disputes. Accomplished in collecting supporting information, drafting and reporting comprehensive documentation and leading agreements to resolve complex problems. Driven to strictly follow applicable laws and ethical procedures for all cases. As well as successful at managing multiple priorities with a positive attitude. With continued years of experience, always committed to maintaining the highest standards of service.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Resolution Specialist II
Toyota Financial Services
03.2021 - Current
- Record all customer information accurately using various systems/devices
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Completed important data entry using software such as Microsoft Office, Excel, PowerPoint, etc
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Trained new team members on company policies and resolution techniques, ensuring consistency in service delivery across the team.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Crafted and updated knowledge base for common issues, speeding up resolution process.
Technical Support/ Customer Care Agent/ Sales Representative
Asurion
10.2021 - 03.2022
- Maintained exceptional customer service while providing remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
- Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
Education
Associate of Science - Biology
Spartanburg Methodist College
Spartanburg, SCSkills
- Effective Verbal/Written Communication
- Client Retention
- Leadership Skills
- Analytical thinking
- Multitasking Abilities
- Problem-solving abilities
- Time management
- Meeting facilitation
- Negotiation management
- Information collection
- De-escalation techniques
- Conflict resolution skills
- Document preparation
Certification
- Esthetician License, 11/01/19, 08/01/25
- Assistant Cosmetic Laser Practitioner, 09/01/21, 07/01/25
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Technical Support/ Customer Care Agent/ Sales Representative
Asurion
10.2021 - 03.2022
Resolution Specialist II
Toyota Financial Services
03.2021 - Current
Associate of Science - Biology
Spartanburg Methodist College
- Esthetician License, 11/01/19, 08/01/25
- Assistant Cosmetic Laser Practitioner, 09/01/21, 07/01/25
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