Amber D. Fox

**** ******** ****** ****: 813-***-****

acejh5@r.postjobfree.com

Tampa, FL 33619

•

Objective: To leverage skills like leadership, decision making and effective communication to boost customer

service as well as sales for the organization and create a positive impact on customers so that they remain

loyal towards the company and the brand.

•

Qualifications UPS product expert, proficient with Microsoft Office applications; Word, Excel, PowerPoint,

:

Outlook, type 45+ WPM, punctual and dependable employee, excellent interpersonal skills with an ability to

relate to clientele on all levels, Aubrey Daniels Performance Management trained, proficient with AVAYA and

ATS Edits for payroll.

Areas of Expertise

Customer Service Management Customer Satisfaction Enhancement Teambuilding &Training

Complaint Handling &Resolution Front End Supervision Cost Reduction Strategies

Quality Control Performance Management Trained Employee Enhancement Skills

Professional Experience

APAC Customer Services Tampa, FL 10/09 02/14

Customer Service Manager, 03/10 02/14

Customer Service Representative, 10/09 to 03/10

Promoted to manager position to recruit, train and supervise 40+ customer service reps and assistance

supervisors. Foster an environment where the client, UPS can enjoy high levels of service and employees are

motivated to deliver top performance.

Selected Contributions:

Won “Site of the year” for the entire UPS network in 2010 and 2011.

•

Reduced attrition by 12% in 2011, benchmarking a record setting improvement in staff retention due to the

•

success of employee development and morale building programs.

Ensured the swift resolution of customer issues to preserve customer loyalty while complying with company

•

policies.

Served on special taskforce charged with turning around under performing associates. Trained CSRs and

•

assistant managers in struggling departments, and contributed to significant improvements in overall customer

service experience for our customers and client.

Exemplified the World Class customer service delivery for which UPS is nationally renowned in all interactions

•

with customers.

Pink and White Nails and Serenity Spa Brandon, FL 07/08 10/09

Positions: Counter Clerk, Cashier, Customer Service Support

Advanced to increasingly responsible positions, culminating in a more complex role with oversight for a full service

spa. Directed employees and managed sales, inventory, merchandising and cost controls.

Selected Contributions:

Transformed operation that was posting annual losses to achieve profits within one year. Met or exceeded all

•

sales targets despite increased competition presented by the opening of two new local salons/spas.

Introduced training programs that enhanced employee performance and helped build a motivated workforce.

•

Education and Training

Florida Career College Tampa 2006 2007

Esthetician License and Diploma

Belford High School Online home school 2005 2006

High School Diploma

Additional Training Completed numerous courses and seminars in customer service, sales strategies, inventory

:

control, loss prevention, time management, leadership, performance assessment and clinical safety. Completed a

6 month training course for the Aubrey Daniels Institute for Performance Management.

Contact this candidate