Amerine Humphrey
Oklahoma City,OK
Summary
• Rapidly learned new devices, plans, and promotions and applied product knowledge to confidently educate customers
• Leveraged technical troubleshooting skills to resolve issues and transition service interactions into successful upsell opportunities
• Converted dissatisfied or frustrated customers into satisfied, retained clients through solution-focused communication and tailored recommendations
• Successfully added new lines of service by identifying usage needs and presenting relevant plan and device options
• Increased sales opportunities by aligning new product features with customer pain points and lifestyle needs
• Built customer trust through clear explanations of technology, billing, and service features, leading to repeat business and referrals
Overview
9
9
years of professional experience
Work History
Virtual Customer Service Representative (VCR III)
Consumer Cellular
Oklahoma City, OK
06.2024 - Current
- Advanced from Customer Service Representative I to III swiftly.
- Offered assistance in resolving technical issues for mobile devices.
- Resolve customer billing questions and managed account-related inquiries
- • Support sales efforts by setting up new customer accounts and assisting existing customers with adding lines of service and devices, as well as adding on accessories and protection plans
Private Nanny
Private Family Home
Norman, OK
02.2023 - 05.2024
- Provided personalized care and attention to children, ensuring safety and well-being during daily activities.
- Developed engaging educational activities to promote learning and social skills in children.
- Managed daily schedules, coordinating playdates, meals, and transportation for children.
- Communicated effectively with parents regarding children's progress and any concerns or needs.
- Developed strong relationships with parents, maintaining open communication about each child''s progress and needs.
- Oversaw household duties such as light housekeeping tasks or running errands when required.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Bathed, dressed, and helped with teeth brushing as part of bedtime preparation.
- Established clear expectations for behavior, setting boundaries to create a respectful atmosphere within the home.
- Enhanced children''s emotional well-being by providing consistent and nurturing care.
Senior Mobile Expert
Amtel LLC (T-Mobile)
Norman, OK
04.2021 - 01.2023
- Educated customers on mobile devices and service plans, enhancing overall satisfaction.
- Assisted in troubleshooting technical issues with mobile devices, improving resolution times.
- Collaborated with team to maintain inventory accuracy for devices and accessories.
- Provided support in executing promotional campaigns, driving customer engagement.
- Improved sales techniques through continuous training and product knowledge sessions.
- Enhanced teamwork, collaborated with colleagues to share knowledge and improve overall store performance.
- Assisted customers in setting up new devices, transferring data, and troubleshooting technical issues as needed.
- Contributed to a positive work culture by actively participating in team meetings, sharing ideas, and supporting colleagues.
- Increased customer satisfaction by providing expert advice on mobile devices and plans.
- Boosted sales performance with personalized recommendations tailored to each customer''s unique needs.
- Developed loyal customer relationships through exceptional service, resulting in repeat visits and word-of-mouth referrals.
- Collaborated with team members to achieve monthly sales targets.
Customer Service Specialist
IQor (T-Mobile)
Ada, OK
01.2019 - 07.2019
- Inbound Customer Service Representative
- • Handled a high volume of inbound customer calls, providing timely and professional support
- • Resolved billing and account inquiries, including explaining charges, adjusting balances, and processing payments
- • Assisted customers with basic mobile device troubleshooting and service-related issues
- • Navigated multiple systems to accurately update accounts and document interactions
- • Maintained compliance with company policies while meeting call quality and performance standards
- • Delivered consistent, customer-focused service in a fast-paced call center environment
Private Nanny
Private Family Care
Enid, OK
02.2017 - 03.2018
- •Provided full-time care for three children under the age of three, ensuring a safe, nurturing, and structured environment
- Managed daily routines including feeding, diapering, naps, and age-appropriate activities to support developmental milestones
- • Maintained a clean, organized, and child-safe environment throughout the day
- • Monitored children’s health and safety, responding calmly and appropriately to needs and emergencies
- • Communicated regularly with parents regarding schedules, progress, and concerns
- • Demonstrated reliability, patience, and strong time-management while caring for multiple young children simultaneously
Kennel Technician
Enid Pet Hospital
Enid, OK
10.2016 - 02.2017
- Provided daily care and monitoring for animals in kennel environment.
- Assisted veterinary staff during examinations and treatments of pets.
- Maintained cleanliness and sanitation of kennel facilities and equipment.
- Managed feeding schedules and medication administration for various animals.
- Observed animal behavior, reporting any changes to veterinary team promptly.
- Engaged with pet owners, addressing questions and providing updates on their pets' wellbeing.
- Organized and maintained inventory of pet supplies and medications efficiently.
- Supported training initiatives for new kennel staff, promoting best practices in animal care.
- Cleaned and maintained kennel areas for optimized hygiene, including cages, runs and yards.
- Enhanced animal socialization skills through daily interaction and playtime activities.
Skills
- Inbound call handling, mobile device troubleshooting, consultative sales, upselling and add-a-line services, account management, billing support, objection handling, customer retention, payment processing, and multitasking across multiple systems in a high-volume call center environment
Timeline
Virtual Customer Service Representative (VCR III)
Consumer Cellular
06.2024 - Current
Private Nanny
Private Family Home
02.2023 - 05.2024
Senior Mobile Expert
Amtel LLC (T-Mobile)
04.2021 - 01.2023
Customer Service Specialist
IQor (T-Mobile)
01.2019 - 07.2019
Private Nanny
Private Family Care
02.2017 - 03.2018
Kennel Technician
Enid Pet Hospital
10.2016 - 02.2017