AMBER MOFFETT

Phone: 360-***-**** ad4ra8@r.postjobfree.com

Career Focus

To maintain an elevated level of professionalism, patience, and efficiency to minimize customer dissatisfaction and protect company assets. Seeking employment that exercises my ability to build strong relationships with business partners and team members.

Highlights

High customer service standards Dedicated to process improvement Conflict resolution proficiency Devoted to data integrity

Training and Development Strong problem-solving ability

Accomplishments

Promoted on three separate occasions through my current employer.

Cross-trained in Leadership, Customer Care, Order Management for Contact Center Operations.

Protected company assets by producing settlements for our customer before an incident becomes litigious.

Former Member of the Product Safety Counsel

Brought costs down in my department by knowing our products for smarter resolutions

Excellent interpersonal skills

Experience

Customer Care Supervisor 3/2020 to present Nautilus Incorporated Vancouver, WA

Lead 10-15 call Customer Care Professionals in a contact center environment to enhance the customer experience while meeting established departmental goals. Hire, train, and provide career development for agents. Collaborate with other supervisors to effectively manage day-to-day productivity, functionality, and effectiveness. Motivate and encourage agents to produce high-quality work through coaching. Manage performance to department standards. Provide annual performance reviews. Collaborate with Call Quality to ensure customer experience and call compliance expectations are upheld through regular calibrations and functional work relationships. Creatively solve and advise Customer Care Professionals on complex customer service scenarios and internal policies and processes. Receive and resolve escalated customer complaints. Help identify areas of opportunity within the department and work with leadership to create or identify potential solutions. Work with Sales and Service Coach, Supervisors, and Manager to develop and implement incentive programs for call center service professionals including contests, games, and recognition programs.

Order Management 06/2019 to 3/2020 Nautilus, Inc. Vancouver, WA

Accurately manage direct customer orders, including release orders, monitor order status, troubleshoot, and resolve order issues. Processing and responding to requests using a variety of communication tools such as email, cases, tasks, instant messages, and phone calls Working collaboratively with other departments for improvements to enhance efficiencies and the customer experience. Investigating and resolving shipping issues such as claims, damages, and lost goods. Researching Fraud Holds to protect the Consumer and company assets. Coordinating with the Finance and Accounting teams on credit card, financing, and returns issues.

Consumer Relations Coordinator II 8/16 to 3/20 Nautilus, Inc. Vancouver, WA

Maintain accurate records related to incidents as directed by the Nautilus Legal Department. Uses strong interview skills and probing questions to engage highly escalated customers in objective conversations involving a stated incident. Prepare and facilitate training specific to incident response. Troubleshoot issues with a variety of Nautilus products. Prepare and facilitate regular status meetings. Participate in Product Safety Counsel to collaborate on trends or concerns with Nautilus equipment. Utilize speech analytics software to monitor calls to resolve additional liability.

Consumer Support Representative II 3/15 to 8/16 Nautilus, Inc. Vancouver, WA

Resolve customer complaints and concerns with strong verbal and negotiation skills. Develop and maintain technical expertise in Bowflex, Universal, Schwinn, and Nautilus fitness equipment. Work with customer service supervisor to resolve customer concerns. Remain error-free. Build customer loyalty by placing follow-up calls for customers who report product issues. Maintain ongoing knowledge of products to be able to troubleshoot customer issues effectively. Maintain composure and patience in the face of difficult customer situations. Help customers track and ship packages. Support customers with online billing and account issues. Inform customers about issue resolution progress. Assist customers with technical issues via email and telephone. Respond to customer service emails in a timely and effective manner.

Education

Product Liability Case Study and Workshop

Perkins Coie International Law Firm 2016 Seattle, WA

Topics covered include product liability litigation pitfalls, discovery lessons learned, dealing with adverse expert testimony, and tactics used against corporate defendants in jury trials

Portland Community College

Coursework and Credits earned 2001

Portland, OR

Expository Writing, Algebra II, and Career Exploration.

Travel, Air, and Hospitality Diploma

International Air and Hospitality Academy 1999

Vancouver, WA

Maintained a 3.7 GPA. Coursework in Travel, Tourism, and Airline Regulations. Training for the Apollo reservation system to book hotel, car, and airline arrangements. Hotel and Restaurant Administration coursework. International Studies coursework. Top 94% of the class. Perfect Attendance Achievement Award.

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