AMY IRBY
MAYFIELD,UNITED STATES
Summary
I have a Management history with over 14 years of extensive experience in leading teams and enhancing customer satisfaction. Skilled in team leadership, problem-solving, and empathetic communication, fostering a collaborative environment that supports team growth and operational efficiency. Passionate about training development and conflict management to drive team success and improve customer relationships.
Overview
14
14
years of professional experience
Work History
Customer Service Representative Supervisor
GFL Environmental
Mayfield, KY
05.2025 - Current
- Supervise customer service team to ensure high-quality service standards.
- Train new representatives on company policies and customer interaction techniques.
- Manage daily operations of the customer service department effectively.
- Resolve escalated customer complaints with effective communication.
Lead Customer Service Representative
GFL Environmental
Mayfield, KY
01.2024 - 05.2025
- Train new hires, ensuring efficient onboarding and skill development.
- Process customer credits and refunds promptly, enhancing satisfaction.
- Manage batches and payments, streamlining financial operations.
- Handle customer calls, resolving issues and improving retention.
- Support CSR team with guidance, fostering a collaborative environment.
- Address customer queries, establish accounts, process payments efficiently.
- Calmly resolve customer issues, ensuring satisfaction and loyalty.
- Work with dispatch, operations to solve recurring customer problems.
- Enhance customer experience through empathetic communication.
Customer Service Representative
GFL Environmental
Mayfield, KY
01.2023 - 01.2024
Store Manager
Cato Fashions
Benton, KY
01.2019 - 01.2023
- Increased store sales through strategic leadership and effective team management.
- Managed hiring, training, and performance evaluations to build a strong team.
- Enhanced store visuals to attract customers and boost foot traffic.
- Implemented efficient operational processes, improving staff productivity.
- Led initiatives that resulted in measurable improvements in customer satisfaction.
- Coordinated inventory management processes, reducing stock discrepancies and ensuring product availability for customers.
- Managed daily operations of a 10,000 sq ft store, ensuring efficient staff scheduling and task delegation.
- Oversaw inventory management and ordering, maintaining optimal stock levels for store, gym, and online sales.
- Facilitated effective communication with warehouse and business owner to align on merchandise needs.
- Led staff meetings to address operational challenges, fostering a collaborative team environment.
- Enhanced customer experience by directing staff to assist customers and promoting sales and specials.
Store Manager
Guinn's Factory Outlet
Paris, TN
01.2012 - 01.2019
- Managed daily store operations and ensured efficient workflow.
- Trained and developed staff to enhance customer service skills.
- Oversaw inventory management and restocked merchandise as needed.
- Implemented visual merchandising standards to attract customers.
- Handled customer inquiries and resolved issues promptly.
- Recruited, trained and supervised new employees.
Education
HIGH SCHOOL DIPLOMA -
Henry County High School
Paris, TN 08.1999 - 01/2002
Skills
- Team Leadership
- Problem Solving
- Empathetic Communication
- Training Development
- Conflict Management
- Interpersonal Skills
- Computer skills
Certifications & Proficiencies
- Notary Public
- Experience with Word, Excel, Google Docs, Quickbooks, Trux, Citrix & Adobe
Timeline
Customer Service Representative Supervisor
GFL Environmental
05.2025 - Current
Lead Customer Service Representative
GFL Environmental
01.2024 - 05.2025
Customer Service Representative
GFL Environmental
01.2023 - 01.2024
Store Manager
Cato Fashions
01.2019 - 01.2023
Store Manager
Guinn's Factory Outlet
01.2012 - 01.2019
HIGH SCHOOL DIPLOMA -
Henry County High School
08.1999 - 01/2002