Service Manager Customer

SUMMARY

SKILLS

EXPERIENCE

AMBER LYBURN

Salisbury, MD 21804 C: 443-***-**** ****************@***.*** Personable and dedicated customer service rep! Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Credit card payment processing

Report creation

Retail sales customer service

Senior leadership support

Conflict mediation

Microsoft Office expertise

Technologically savvy

Adaptive team player

Product organization

Call center experience

Customer relations

Problem-solving abilities

Inbound and outbound calling

High-energy attitude

02/2017 to Current Customer Service Representative Sharp Energy Salisbury, MD

Answered 60 + inbound calls per day and directed to designated individuals or departments.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Assessed customer needs and upsold products and services to maximize propane sales.

Consulted with customers to determine best methods to resolve service and billing issues.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Educated customers on special pricing opportunities and company offerings.

Documented conversations with customers to track requests, problems and solutions.

06/2010 to 02/2017 Customer Service Manager

Chick-Fil-A Inc. Salisbury, MD

Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques. Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery. Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, EDUCATION AND TRAINING

customer needs analysis and overcoming objections. Organized and managed sales center hiring, training and employee scheduling to maximize productivity.

Interviewed, hired and trained new quality-focused customer service representatives.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

06/2010 High School Diploma

Mardela Middle And High School Mardela Springs, MD

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