Customer Service Call Center

AH

AMBER HERSHEY

*****************@*****.*** 863-***-**** Bartow, FL 33830

Experienced in customer service with a focus on resolving inquiries efficiently, demonstrating strong problem-solving skills in a metrics-driven environment. Proficient in navigating multiple systems to address billing concerns, modify services, and provide accurate product information. Developed expertise in conflict resolution and complaint handling, ensuring customer satisfaction through effective communication and active listening. Proven ability to upsell services while maintaining a customer-centric approach, contributing to overall service excellence. Customer service

System navigation

Microsoft Office

Sales

Leadership

Training and Development

Conflict resolution

Sales techniques

Time management

Communication skills

Active listening

Team collaboration

Customer relationship management

Technical troubleshooting

Attention to detail

Complaint handling

Patience and resilience

Customer focus

Call center experience

Tmobile USA, Inc. Tampa, Florida

Consumer Care Expert

04/2013 - Current

Responded promptly to customers inbound calls. Worked specifically within a metrics driven role to resolve customers concern as efficiently as possible to ensure one call resolution.

Explained product features, pricing plans, warranties, terms of service. to customers accurately and clearly.

Researched complex customer requests using available resources such as internal databases, web search engines.

Navigated multiple systems at a time provide clarity for customers billing concerns, to modify services, issue monetary adjustments and used tools to also upsell existing costumers.

Pasco High School Dade City, FL

06/1995

Best Award Winner 2023

Top 20 percent in Consumer Care

Top performer on multiple teams within my TMOBILE career. Summary

Skills

Experience

Education and Training

Accomplishments

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