Customer Service Employee Relations

Amber L. Nelson

*** ****** **** * ******, WI ****2

608-***-**** *********@*****.***

CAREER SUMMARY

Professional looking to apply her experience and education to management, marketing, human resources, sales, and customer service positions. A superior leader with over eight years of experience in supervisory and leadership roles. Solid experience in training and instruction; can explain procedures and policies quickly and efficiently. Proven ability to apply communication skills in business and social service environments: expert knowledge of employee relations, conflict resolution, and customer service. Eager to contribute exceptional leadership and communication, with knowledge of employee and customer and relations expertise toward supporting the employer in achieving goals and objectives. KEY SKILLS

• Customer Service • Supervision / Management • Employee Relations • Communications

• Training/Instruction • Budgeting • Operations Management • Time Management

• Finesse/Cisco IP • Employee Insurance Enrollment • 401K Enrollment & Education

• Problem-Solving • Compliance with Regulations • Conflict Resolution • Team Building

• Employee Development • Public Speaking • Scheduling • Company/Department Liaison

• Performance Management • Insurance Enrollment & Sales • Budgeting • Sales • Training

• Claims Assistance • Consumer Education • Teamwork • SAP • PureCloud / Genesys

• Conflict Resolution • Microsoft Word, Excel, Powerpoint, Teams, Outlook EDUCATION

Lakeland College Master of Arts in Counseling Jan. 2011-2013 & Jan. 2019 - Present Upper Iowa University Bachelor of Science in Psychology January 1999 - December 2002 Madison Area Technical College Associate in Accounting August 1993 - December 1996 EMPLOYMENT 2021-Present Kelly (home office) Consumer / Customer Service Rep./Project Manager

• Delivered efficient and attentive customer service while educating consumers on appliance use & troubleshooting service issues.

• Claims and Warranty Support for consumers, servicers, distributors, and dealers.

• Schedule Service Appointments for consumers and servicers.

• Resolved customer complaints through conflict resolution adhering to best practices and SOPs. Lands' End (work from home)

Customer Sales & Service Associate August 2020 - March 2021

• Delivered efficient and attentive customer service while increasing sales dollars on every incoming phone order.

• Conducted thorough needs assessments, educated consumers, and recommended individualized products; jewelry, clothes, cosmetics, and accessories.

• Processed orders/returns and shared suggestions for additional items when applicable.

• Resolved customer complaints.

Aon dba SiTel/NexRep (work from home)

Customer Service & Sales; Account Management April 2014 - December 2016

• Assist employees with understanding and making their medical and voluntary insurance benefit elections.

• Obtains necessary information, enrolls, updates, and enters personalized information across several platforms.

• Address errors, complaints, and feedback from employees, employers, and insurance companies.

• Scheduled online deliveries and provided support to customers and drivers. Kalahari Resorts Wisconsin Dells, WI

Customer Service & Sales; Reservationist January 2015 - December 2016

• Takes, records, and cancels reservations with an understanding to maximize room revenue.

• Obtains necessary information when taking telephone reservations

• Planned and developed monthly food service schedule, ensuring meals adhered to specific nutritional guidelines and

• Assured reservations are guaranteed via purchase orders, letters of authorization, checks, & credit cards.

• Address errors, complaints, and feedback from guests and relay information to proper personnel BlueGreen Corporation Christmas Mountain Village/ Wyndham Worldwide Wis. Dells, WI Marketing Associate; Front Line & In-House Sales Aug 2011–Mar 2012; Jan 2014-Dec 2014

• Cold and Warm Calling for purposes of scheduling property viewings.

• Explored travel practices and desires through information gathering and guest assessments.

• Pre-qualify guests, then schedule tour appointments

• Booked daily tours resulting in over $190,000 in sales during one month.

• Exceeded company standards during tenure.

TTI Corporation – Direct Tools Wisconsin Dells, WI Associate Manager May 2011 – August 2011

• Maximized profits by increasing sales promotion dollars, reducing shrinkage, and careful management of overhead costs.

• Supervised daily operations, stocked shelves, reconciled daily reports, and handled invoices/registers.

• Trained staff by explaining procedures and policies quickly and efficiently.

• Handled email, corporate correspondence, and regulatory matters. Lands' End & Kmart/Sears Holding Company Reedsburg, WI Call Center Sales Associate; Customer Service Agent for Weber Grill Personalized Promotions Rep.; Returns Analyzer May 2002 – December 2004

• Delivered efficient, attentive customer service while increasing sales dollars on every incoming phone order.

• Conducted thorough needs assessments, educated consumers, and recommended individualized products; jewelry, clothes, cosmetics, and accessories.

• Processed orders/returns and shared suggestions for additional items when applicable.

• Resolved customer complaints.

• Increased sales in the Jewelry Department by more than 30%. Camp Gray Youth and Retreat Center Reedsburg, WI

Food Service Manager January 2004 – December 2008

• Spearheaded food service operations for a social service facility, preparing 600+ meals daily.

• Administered annual budget of $80K and demonstrated effective cost control measures.

• Planned and developed monthly food service schedule, ensuring meals adhered to specific nutritional guidelines and requirements for the Wisconsin Department of Instruction.

• Trained, mentored, and served as direct supervisor for 10-15 revolving, program-based employees.

• Facilitated compliance with Federal, State, and County health/safety regulations. Cracker Barrel Family Restaurant Wisconsin Dells/Madison, WI Lead Trainer, Server Trainer, Host. May 1998 – May 2002

• Facilitated training sessions and led new hires through orientation procedures.

• Conducted monthly evaluations to assess and accelerate the progress of staff.

• Maintained detailed attendance and performance records in comprehensive files.

• Served as the front line of food and beverage by delivering exceptional customer service, taking orders, delivering food, and improving the working environment by maintaining a clean, orderly facility. GTE Sun Prairie, WI

Customer Care Technician 1996 – 1999

• Provided superior customer service to clients while working in the call center repair department.

• Administered to upset customers and identified/resolved call feature problems via switch programming.

• Maintained high professional standards when collaborating with co-workers to assist customers.

• Suggested and sold calling features to meet the telecommunication needs of customer COUNSELING & SPECIAL EDUCATION EXPERIENCE

Lund Van Dyke Sauk & Columbia Counties, WI

Line Therapist for Autistic Children ages two-ten October 2013 – April 2015

• Facilitated enrichment programs with Autistic Children.

• Worked one-on-one with children in their homes and implemented a home-based, verbal behavior curriculum designed by a team of licensed behavioral consultants.

•Case note-taking took meeting minutes, wrote reports, and distributed them to team members.

•Performed ABA therapy with at-risk and special needs children. Columbia County Health & Human Service - Internist Portage, WI Aspen Family Counseling - Internist May 2010– March 2011

• Participated in all aspects of the counseling community at the county level and private practice.

• Acted as liaison between the client, county, and outside service providers.

• Educated clients and community members regarding programming options available to them. Sauk County Youth Shelter Baraboo, WI

Program Coordinator, Youth Care Provider, Mentor January 1999 – December 2002

• Supervised up to 8 at-risk youth aged 10-17 in a residential setting.

• Collaborated daily with social workers, law enforcement professionals, attorneys and court officials, youth, and parents.

• Interviewed clients and parents and clearly explained facility rules, regulations, policies, and procedures.

• Devised, coordinated, and facilitated enrichment programs/classes to address social and psychological barriers,

• Maintained accurate client files per state documentation requirements.

•Proven track record of handling confidential matters.

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