Amy Berner
Dayton
Summary
Customer service professional with a proven track record at Johnson Controls Fire Protection, excelling in account management and process improvement. Adept at resolving complex issues and enhancing team productivity through effective communication and leadership. Committed to building lasting client relationships while ensuring high levels of satisfaction and operational efficiency.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Johnson Controls Fire Protection
West Chester
01.2015 - Current
- Assisted customers with inquiries about fire protection products and services.
- Managed customer accounts and updated information in CRM system.
- Resolved customer complaints through effective communication and problem-solving skills.
- Educated customers on fire safety regulations and compliance requirements.
- Built sustainable relationships of trust through open communication with customers.
- Provided support for coworkers related to customer service processes and procedures.
Preventative Maintenance Agreement Sales Rep
Tyco SimplexGrinnell
West Chester
07.2007 - 01.2015
- Developed relationships with clients to understand their needs and preferences.
- Presented product features and benefits to prospective customers effectively.
- Managed sales pipeline from lead generation to closing deals efficiently.
Inspection Dispatcher
Tyco SimplexGrinnell
West Chester
05.2005 - 07.2007
- Communicated effectively with clients regarding Inspection updates and technician arrival times.
- Assisted in resolving customer complaints by liaising between clients and technicians.
- Resolved customer complaints related to inspection issues or delays.
Senior Customer Service Representative
Tyco Fire Protection Products
Oak Creek
06.2001 - 05.2005
- Resolved customer inquiries using advanced support tools and systems.
- Guided team members in effective communication strategies for customer interactions.
- Managed escalated issues to ensure timely resolutions and customer satisfaction.
Dispatcher
Conway Now
Ann Arbor
06.2000 - 05.2001
- Coordinated transportation schedules for efficient dispatch of vehicles.
- Communicated with drivers to confirm routes and delivery times.
- Resolved customer inquiries regarding shipment status and delivery issues.
Part Time Supervisor
UPS
Columbus
08.1997 - 05.2000
- Supervised workflow and ensured adherence to safety protocols in operations.
- Implemented process improvements to enhance team productivity and morale.
- Enforced company policies on attendance, punctuality, and overtime.
Education
Bachelor of Science - Human Ecology
The Ohio State University
Columbus, OH05-2005
Skills
- Customer service
- Account management
- Process improvement
- Team leadership
- Effective communication
- Time management
Certification
- NICET II Certified
Timeline
Customer Care Representative
Johnson Controls Fire Protection
01.2015 - Current
Preventative Maintenance Agreement Sales Rep
Tyco SimplexGrinnell
07.2007 - 01.2015
Inspection Dispatcher
Tyco SimplexGrinnell
05.2005 - 07.2007
Senior Customer Service Representative
Tyco Fire Protection Products
06.2001 - 05.2005
Dispatcher
Conway Now
06.2000 - 05.2001
Part Time Supervisor
UPS
08.1997 - 05.2000
Bachelor of Science - Human Ecology
The Ohio State University
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