Amber E Mack

** *. ****** **.

Nampa, Id. *****

208-***-****

Objective: Secure Position for: Customer Service Representative Highlights of Qualifications:

* */* ***** ********** AS HIGHLY MOTIVATED IN CUSTOMER SERVICE INDUSTRY. ACKNOWLEDGED AND REWARDED BY SUPERVISORS AND CUSTOMERS AS COMPETENT, CUMMUNICATIVE, AND AMBITIOUS, ORGANIZED AND SELF MOTIVATED INDIVIDUAL. ABLE TO LEAD OTHERS, IDENTIFY, ATTACK AND RESOLVE PROBLEMS AS WELL AS MULTI-TASK AND PRIORITIZE IN HIGH ENERGY ENVIRONMENT.

SKILLS / EXPERIENCE

Customer Service- Inbound / Outbound call centers. Handled calls for customer Accounts ranging from general membership inquiries, payments and orders, also sales of other products, and product knowledge. Entered payroll for government forestry firefighters, resolved payroll issues, and general office duties, maintained good company/client relationships through out CSR career.

Data Entry- Operated individualized programs for account management and payrolls.

Telemarketing- Solicited for non-profit organization. Verified donations Employment History

EDS (Electronic Data Systems)

Help Desk/ Customer Service Representative/ JRT Joint Resolution Team and Team Lead as a CSR I maintained a high resolution of customer issues with service, products, memberships, and all other inquiries, as well as constant sales, also kept a high customer retention rate (60%) average. As Help Desk I de-escalated transferred

(sup) calls that could not be handled on by floor agents while maintaining good client/company relationship. I guided new employees as well as seasoned employees into a one call resolution in tough situations with the customer escalations or with system issues. As JRT through monitoring of the floor agents phone calls I handled statistic reports using Excel such as talk time, call flow, after call work, agents on or off task, aux codes for breaks or lunches. As Team Lead I would train new agents as well as evaluate seasoned agents that may have had quality issues, as well as conducted and entered statistic reports as directed by supervisor.

Nov 2005 to Aug 2007

Supervisor Bill McDonald at EDS 208-***-****

NIFC (NATIONAL INTERAGENCY FIRE CENTER IN BOISE (Government) As a government employee I sorted in coming nationwide time sheets (w-2's) and tax forms for BLM (Bureau of Land Management), BIA (Bureau of Indian Affairs) and Fish and Wildlife firefighters to be distributed to each payroll tech in (batches). Date stamped for efficiency, initialed, filed for pick-up to be dispersed and entered using mostly 10-key and data entered with casuals SSN#, made files and labels, time and personal info verified entered correctly, filed into electriever, also taking and logging all calls from casuals and out of state fire agencies in regards to issues with time sheets or inquiries on tax forms all while following strict government security policies and procedures. Maintained good relationships with all fire agencies from each state. Jan 2005 to Sept 2006

Supervisor Kristy Valentine at Casual Payment Center NIFC 208-***-****

PREVIOUS EMPLOYMENT ALSO INCLUDES:

TREASURE VALLEY TRANSIT

Responsible for providing courteous, efficient and timely transportation to passengers to and from specified destinations as stated on schedules. Also singley mapped and scheduled a route providing transportation to disabled Americans on a day to day basis not affiliated with regular transit operations. July-2003 to Dec 2005

Supervisor Bill Jordan at TVT 208-***-****

NFB (NATIONAL FEDERATION OF THE BLIND OF IDAHO)

Responsible for soliciting donations from Idaho, Oregon, Washington, and Nevada to help make reading materials available for blind individuals. Also verified donations made by other floor agents were legitimate by calling back donors. Oct-2001 to June 2003

No Longer in Business

I-84 MOTOR INN

Manager of a 28 room motel as live in care taker with husband. Front desk clerk overseeing day to day operations of cleaning crew of 6, maintaining office records, statisic reports of nightly business, maintaining good standing relationships with permanent tenants, collecting monies owed for rent.

Jan 2000 to July 2001

EDUCATION/TRAINING:

General Education Diploma / Boise State University

Job Education training courses / BSU

Basic Computer Skills courses / BSU

TRAINING: IN LEADERSHIP DEVELOPMENT, INTERPERSONAL/ TEAMING SKILLS, CUSTOMER SATISFACTION, SECURITY TRAINING FOR HIGH SECURITY SITUATIONS, AND PRODUCT QUALITY/ KNOWLEDGE.

THANK YOU,

AMBER MACK

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