Ambryanna Mathis
Bedford Heights,OH
Summary
Customer Service Professional with extensive knowledge in providing customer support in fast-paced environments. I have Exceptional communication skills, with an extensive background in conflict resolution and customer care. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised. Eager to contribute to a dynamic team and support organizational goals.
Overview
15
15
years of professional experience
Work History
Lead Bank Teller
Citizens Business Bank
Bedford Heights, OH
08.2022 - Current
- Processed deposits, withdrawals, transfers, loan payments, and check cashing transactions accurately and efficiently.
- Resolved customer issues or referred them to the appropriate department for resolution.
- Assisted in training new tellers on bank processes and procedures.
- Maintained customer records, including account information and transaction history.
- Provided guidance to other tellers when needed.
- Performed fraud detection duties by recognizing suspicious activity in customer accounts.
- Monitored ATM machines for any malfunctions or discrepancies.
- Developed relationships with customers by providing exceptional service in a friendly manner.
- Verified identification of customers before processing transactions or opening new accounts.
Customs Broker/Compliance Analyst
United Parcel Services
05.2017 - Current
- Maintained open communication with customers and overseas partners to update all parties on orders
- Submitted documentation to U.S. Customs for import clearance.
- Coordinated with foreign suppliers regarding shipment details and delivery times.
- Followed SOP's with all customer account actions & data management to keep consist service levels
- Produced, reviewed and submitted documentation to customs to facilitate smooth cargo movements
- Applied standard tables & knowledge of law to calculate duty and tariff payments for each shipment
- Communicated all emergencies, delays due to weather & carrier schedule changes
- Established long-term customer relationships through prompt & courteous service
- Gathered, logged and monitored all shipping data
- Recorded numbers of units handled and moved using daily production sheets
- Conducted trainings and mentored staff, consistently improving performance
Customer Service Manager
Wal-Mart Corporation
01.2012 - 10.2017
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Receptionist/Office Assistant
University of Toledo Office of Admissions
08.2009 - 12.2011
- Helped distribute employee notices and mail around the office
- Screened all visitors and directed them to the correct employee or office
- Assisted with receptionist duties, file organization and research and development
- Directed guests and routed deliveries and courier services
- Opened and properly distributed incoming mail
- Greeted numerous visitors, including VIPs, vendors and interview candidates
- Verified visitors' identification cards before allowing access to the building.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Prepared welcome packages for new hires containing relevant paperwork and other important details.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Maintained a neat reception area by organizing materials and tidying up furniture.
Education
Associate of Arts - Social Science,Business Administration
University of Toledo
01.2011
Skills
- Word processing
- Database management
- Accurate and detailed
- Professional and mature
- Articulate and well-spoken
- Independent worker
- Works well under pressure
- Proofreading
- Extensive vocabulary
- Certified Medical Office Assistant
- Long-term business planning and execution
- Computer proficient
- Analytical thinking abilities
- Time management proficiency
- Regulatory Compliance
- 10-Key Touch
- Coin Machine Balancing
- Cash Handling Accuracy
References
References available upon request.
Timeline
Lead Bank Teller
Citizens Business Bank
08.2022 - Current
Customs Broker/Compliance Analyst
United Parcel Services
05.2017 - Current
Customer Service Manager
Wal-Mart Corporation
01.2012 - 10.2017
Receptionist/Office Assistant
University of Toledo Office of Admissions
08.2009 - 12.2011
Associate of Arts - Social Science,Business Administration
University of Toledo