Ambria Avery
Summary
Experienced customer service professional with 8+ years in fast-paced environments, including aviation and retail. Expertise in resolving customer concerns, managing high call volumes, and building strong client relationships. Demonstrates effective communication, adaptability, and professionalism while exceeding performance goals. Proficient in multitasking and conflict resolution, efficiently navigating multiple systems in remote and in-person settings.
Overview
13
13
years of professional experience
Work History
CALL CENTER SPECIALIST
North Texas Tollway Authority
Plano
03.2025 - Current
- Managed high call volumes while ensuring customer satisfaction and adherence to service standards.
- Answered incoming calls promptly and professionally.
- Assisted customers with toll-related inquiries and navigation assistance.
- Educated customers about toll rates, payment options, and account management.
- Collaborated with team members to enhance customer service processes and streamline workflows.
- Trained new staff on call handling procedures and company policies to ensure consistent service delivery.
- Attended regular training sessions to improve knowledge of products and services offered by the organization.
FLIGHT ATTENDANT
American Airlines
Dallas
04.2023 - 11.2024
- Ensured passenger safety through regulation enforcement and emergency drill execution.
- Conduct preflight checks on emergency equipment, ensuring operational readiness.
- Prepared and served in-flight refreshments, enhancing premium service sales.
- Prepare and serve in-flight refreshments, boosting sales of premium services.
CUSTOMER SERVICE REPRESENTATIVE HYBRID
Octane
Irving
09.2022 - 04.2023
- Managed a queue of over 200 customer inquiries daily, ensuring prompt responses
- Returned customer calls, addressing inquiries and resolving complaints
- Managed customer inquiries through phone and email communication.
- Returned customer calls and responded to inquiries and complaints
- Documented key points of customer interactions in digital database to enhance record-keeping
- Issued refunds, account credit and total loss & claim adjustments in compliance with company policies
- Communicated with clients over phone and emails
- Relayed new and relevant information to customers and followed up on promise
- Researched and located information utilizing various systems and technologies
- Locate/research information using multiple systems/technologies
- Managed queue of over 200 customer inquiries daily, ensuring timely responses
VIRTUAL OFFICE ASSISTANT
PHWay
Milwaukee
09.2013 - 08.2022
- Directed day-to-day communication from CEO to appropriate team members and business owners, facilitating effective information flow
- Scheduled interviews and meetings with potential clients and business owners
- Maintained an efficient office environment by skillfully routing incoming and outgoing mail
- Coordinated conferences and special events, managing catering and preparing supporting materials to ensure successful execution
- Maintained and prepared confidential files, records and scheduling systems
- Managed and organized confidential files, records, and scheduling systems to maintain operational integrity
- Documented payments and expenses to keep financial records current
- Participated in seminars and additional training to expand knowledge and skills
SALES ASSOCIATE & CERTIFIED NOTARY PUBLIC
UPS
Grand Prairie
06.2021 - 05.2022
- Maintained knowledge of current and future promotions to provide accurate service and inform customer purchasing decisions
- Processed customer orders and checked carts for additional merchandise
- Processed customer orders and identified additional merchandise to enhance sales opportunities
- Efficiently manages customer inquiries, reducing wait times and elevating service quality.
- Resolved customer issues promptly, reinforcing customer loyalty and securing ongoing sales
- Processes payments with precision, resolves disputes, and ensures accurate transaction handling.
- Unloaded, unboxed and transported merchandise and set up attractive displays
- Monitored customers for signs of fraud and theft to prevent store losses
- Handled administrative functions, including filing, typing, copying and faxing
- Answered phones, greeted visitors and answered basic visitor questions
- Collaborated with team to streamline call handling, improving response times and service quality.
RAMP & WHEELCHAIR AGENT/BAGGAGE HANDLER
Alaska Airlines
Milwaukee
12.2018 - 05.2021
- Assisted elderly passengers and those with limited capabilities to board and disembark from five airlines, ensuring their comfort and safety during travel
- Buckled seatbelt and secured wheelchair to minimize risks to passengers during travel
- Safely load, lift, unload and transport baggage to and from aircraft
- Checked equipment and demonstrated safety procedures, enhancing passenger protection and compliance with regulations
- Checked equipment and demonstrated safety procedures for optimal passenger protection
- Ensure aircraft taxiway and runway areas are clear of other vehicles and pedestrian traffic
- Cleaned and inspected planes before and after departures and arrivals, maintaining high safety and cleanliness standards
Education
HIGH SCHOOL DIPLOMA - Liberal Arts
Wisconsin Lutheran H.S
Milwaukee, WISkills
- Transaction Handling
- Call routing
- Customer Engagement
- Product Knowledge
- Effective Communication
- Conflict Resolution
- Problem-Solving
- Analytical thinking
- Attention to Detail
- Adaptability
- Positive Attitude
- System Management
Languages
English, Highly proficient
Timeline
CALL CENTER SPECIALIST
North Texas Tollway Authority
03.2025 - Current
FLIGHT ATTENDANT
American Airlines
04.2023 - 11.2024
CUSTOMER SERVICE REPRESENTATIVE HYBRID
Octane
09.2022 - 04.2023
SALES ASSOCIATE & CERTIFIED NOTARY PUBLIC
UPS
06.2021 - 05.2022
RAMP & WHEELCHAIR AGENT/BAGGAGE HANDLER
Alaska Airlines
12.2018 - 05.2021
VIRTUAL OFFICE ASSISTANT
PHWay
09.2013 - 08.2022
HIGH SCHOOL DIPLOMA - Liberal Arts
Wisconsin Lutheran H.S