Amy Barber
Spectrum
Raleigh,NC
13
Years of experience
Experienced customer service and technical support professional with a background in internet troubleshooting, conflict resolution, and service recovery. Known for resolving issues quickly, improving customer satisfaction, and supporting client retention.
Work History
Customer Service Reliability Representative
6 Months- Demonstrated empathy towards customers by actively listening to their concerns and providing personalized support. and works extra hard to reach resolution for customer.
- Troubleshoots video and internet service issues with customers to restore service quickly.
- Collaborated with field management team to resolve customer concerns.
- Explains Spectrum products, services, and package options to callers.
- Displays strong telephone etiquette, effectively handling difficult calls.
- Escalates complex issues to appropriate Spectrum departments.
- Facilitates communication among team to ensure seamless resolution of technical issues
- Implemented customer retention strategies that fostered loyalty and reduced turnover.
- Participates in training sessions designed to improve overall job performance.
Owner/Operator
4 Years 9 Months- Managed daily operations for digital transfer service clients.
- Oversaw daily business operations, managing staff, sales, inventory, and accounting.
- Coordinated scheduling and resource allocation to enhance operational efficiency.
- Helped manage daily workflow to support efficient service delivery and timely project completion.
- Worked with clients to understand needs and provide tailored service solutions.
- Communicated service options and project updates with clients.
- Kept client relationships strong through regular updates and proactive communication.
- Built long-term customer relationships through strong service and quick issue resolution.
- Resolved customer complaints promptly and professionally to maintain positive business reputation.
- Analyzed service processes to identify improvement areas and boost client satisfaction.
- Facilitated digital conversion of media formats to preserve content and enhance accessibility.
- Supervised media intake, labeling, and order tracking workflows.
- Calibrated transfer equipment for accurate playback and capture.
- Maintained service quality standards across Burnin' for You production tasks.
- Evaluated weekly financial performance to identify trends and maintain responsible budget management.
- Developed business plan and budget to improve profitability.
- Set pricing structures based on market analytics and emerging trends.
- Calculated net income and adjusted strategies to improve bottom-line profits.
- Created marketing strategies to drive revenue and increase brand visibility.
- Followed local laws, regulations, policies, and procedures related to business operations.
- Negotiated client contracts for products or services provided by company.
- Built customer relationships through active listening, inquiry, and responsive communication.
Internet/Video Repair Specialist-Rep 2
3 Years 3 Months- Troubleshot Spectrum customer equipment with diagnostic tools and service tickets.
- Used diagnostic tools to locate and fix internet and video service outages.
- Reviewed customer equipment and network settings to resolve connectivity issues.
- Applied strong problem-solving skills to challenging situations and complex customer inquiries.
- Educated customers on service features and addressed technical inquiries to enhance user experience.
- Resolved customer issues with knowledgeable, friendly service to foster high satisfaction levels.
- Provided customer service by answering product and service questions.
- Spoke with customers to understand needs, resolve issues, and answer product questions.
- Helped customers with order placement, returns, exchanges, and refunds.
- Explained product features and benefits to support excellent shopping experiences.
- Recommended additional products or services based on customer needs to enhance overall value.
- Consistently met performance targets to ensure team success set by management team members.
- Participated in team meetings to align on goals and performance to review performance strategies and goals.
Dual Store Manager
2 Years 2 Months- Managed daily operations across two Payless ShoeSource stores.
- Executed sales strategies to enhance revenue and increase store profitability.
- Built staff schedules to maintain strong coverage during peak business hours.
- Trained staff on customer service and selling standards.
- Coached associates on merchandising and product presentation.
- Handled customer questions and complaints to maintain high satisfaction.
- Supported customers in selecting merchandise based on individual needs.
- Fostered a team-oriented environment to enhance productivity. to support shared goals.
- Planned team-building activities to strengthen morale and working relationships.
- Led regular staff meetings to review performance, customer service, and store goals.
- Supervised checkout activities to keep transactions accurate and efficient.
- Monitored cash flow and reconciled registers daily.
- Reviewed inventory levels and submitted store supply orders.
- Coordinated merchandise replenishment and stockroom organization.
- Analyzed sales data to identify opportunities for business improvement.
- Created staffing schedules for both stores and assigned employee tasks efficiently.
- Conducted training for new employees on company policies and procedures to ensure compliance with local laws.
- Created marketing strategies and promotional campaigns to drive store revenue growth.
- Organized product displays, promotions, and special events to increase sales volume.
- Delegated work to staff while setting priorities and goals.
- Recruited, interviewed, hired, trained, evaluated, coached, and counseled personnel.
- Used strong verbal communication to engage customers and identify needs.
- Used strong issue resolution and communication skills to build lasting client relationships.
Education
High School Diploma
- Accounting
Skills
Technical support
Internet troubleshooting
Customer support
Customer retention
Customer loyalty programs
Problem solving
Performance improvement
Service improvement initiatives
Training development
Point-of-sale systems
Attention to detail
Effective communication
Verbal and written communication
Goal-oriented mindset
Relationship building
Goal-oriented mindset
Verbal and written communication
Timeline
Customer Service Reliability Representative
Spectrum
05.2026 - CurrentRead More
Internet/Video Repair Specialist-Rep 2
Spectrum
02.2023 - 05.2026Read More
Owner/Operator
Burnin' For You Digital Transfer Service
01.2022 - 10.2026Read More
Dual Store Manager
Payless Shoe Source
09.2013 - 11.2015Read More
Little Chute High School
High School Diploma
Read More
Northeast Wisconsin Technical College
from Accounting
Read More