Customer Service and Retention Specialist
Resume:
AMBER HOLMES
Phoenix, AZ *****
*****.**********@*****.***
Professional Summary
Hard-working professional with 7.5+ years of experience and a proven knowledge of customer retention, conflict resolution, and records management. Aiming to leverage my skills to successfully fill the Customer Service Rep role at your company.
Willing to relocate: Anywhere
Willing to relocate: Anywhere
Work Experience
Financial Aid Administrator
Unitek Learning/ Brookline Colleg-Phoenix, AZ
November 2022 to September 2025
• Assistant potential students with FAFSA applications
• Assist with financial plan options for college
• Assisted and processed financial aid and other tuition options
• Collected proper documents to process financial aid Order Fulfillment Associate
Amazon.com-Phoenix, AZ
August 2022 to March 2023
• Fulfilling customer online orders
Retention Representative
Cox Communications Inc-Phoenix, AZ
August 2021 to May 2022
Semi technical support
Reconnect, Disconnect, Transfer and Activate new and existing customers CEHE- Independence University Ogden, Assisting future and active students with fafsa application for federal
UT financial aid Send emails, make follow up calls to complete applications Set Present Junior Financial Planner up financial aid appointments with Sr 02/2019 - 09/2021 Financial Aid Make sure students turn in documents by deadlines ( e.i Tax info, ssn cards, identification etc.).
Retail Associate
DDS Discount-Glendale, AZ
September 2019 to January 2020
Dressing room assistance.
Electricity Advisor
GC Services-Copperas Cove, TX
September 2017 to March 2018
and SCE app tech support
Assisted will bill assistant programs 911 overnight and trouble calls Transfers and basic information questions.
Car Rental Agent
Teleperformance-Killeen, TX
November 2017 to November 2017
offices near by Setting up car rental services for the customer for all the US branches. Kmart Phoenix, AZ Assisting customers with locating items Dressing room assistance lifting Customer Service moving and reorganizing departments changing displays and repricing items for discount and clearance.
Records Recovery Specialist
RemX/Ciox Health-Phoenix, AZ
Assist customers with login issues (password reset and step by step set- up Customer Service help)
Assist customers with purchasing online Resolving Shipping and Canceling order issues.
Reservations Agent Rewards Program
Aerotek/Best Western-Phoenix, AZ
Assist customers with locating hotel's in the US.
Jani King/ A Dream Living Milwaukee, Highly skilled in sweeping, dusting, scrubbing, moping, washing, WI vacuuming and waxing In-depth knowledge of cleaning methods Housekeeper/ Assistant Inspector Hands-on experience to operate housekeeping equipment Able to understand and follow all safety precautions and directions Demonstrated ability to accomplish physically challenging tasks 3.
Education
Dental Assisting (Diploma)
Apollo College-Phoenix, AZ, US
October 2008
High School Diploma
Life Skill Learning Center-Phoenix, AZ, US
July 2006
Skills
• In-person customer service
• Customer training
• Phone call management
• Customer support - Customer support experience (11-15 years)
• SMS customer support
• Government agency customer support
• Customer support experience within e-commerce industry
• Providing product information
• Technical support
• Improving customer support response time - Customer support response time improved (11-20%)
• Technical support representative experience
• Internal employee customer service
• Microsoft Dynamics 365
• Billing issue inquiries
• Customer support experience within hospitality industry
• Customer issue escalation
• Order processing
• Technical Proficiency
• Customer service video conferencing
• Google Workspace
• Customer support experience within healthcare industry
• Customer support experience within education industry
• Managing teams in a customer support role - Largest customer support team managed (1-5 team members)
• Live chat
• Customer service
• Organizational skills
• Customer support experience within technology industry
• Individual consumer customer service
• Trello
• Microsoft Office
• Call center agent experience
• Call center experience
• Phone customer support
• Customer support experience within retail industry
• Non-technical user support
• Technical troubleshooting support
• Phone etiquette
• Technical user customer support
• Microsoft Teams
• Customer service through social media
• Email customer support
• Customer support specialist experience
• Order inquiry handling
• Managing customer accounts
• Client services
• Customer returns handling
• Handling customer exchanges
Certifications and Licenses
Driver's License
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