Amber C. Collins
6029 Creekside Drive
Columbus, GA. 31907
? Over 10 years of commended performance in key call-center operations, customer service, and support roles.
? Expert in customer care/communications, problem solving, relationship building, user training, and support.
? MS Office “power-user” with additional proficiencies in assorted databases.
? “Top Performer” Award, 2001
? “Most Knowledgeable Employee,” Award 2004 to 2005
? Five “Service Star” Award, 2006
Word, Excel, PowerPoint, Access, Outlook, TS1, TS2, ACT, PEGA, Profit, Avaya, Softphone, Citrix, Mainframe, and GUI.
Strive to exceed customer/ employer expectations by delivering second-to-none service. Customer Service & Support Specialist
Offering an award-winning track record of customer care excellence within high-volume environments that include…
Call Center ? Customer Service ? Technical Support
? World-Class Customer Service
? Troubleshooting/ Problem Solving
? Up-Selling/Sales Support
? Dependable/Self Motivated ? Call Center Operations
? Technical/User Support
? Escalation/Retention Resolution
? Reports & Documentation
Performance Facilitator/Mac Expert
• Implemented training course for new recruits-speeding profitability, and sales revenue.
• Provide mock call scenarios expertise, and complete scoring form for all mock call scenarios.
• Maintained quality control/satisfaction records, constantly seeking new ways to improve service.
• Provide subject matter expertise in chat room sessions.
• Telesales sales in support of Apple CPU, iPad, iPhone, and iPod as well as subset of Beyond the Box BTB products.
Technical Support Specialist
? Provided telephone, technical/support within high-volume call centers (handling an average of 95+ troubleshooting calls daily).
? Utilize support systems / tools and technical / functional knowledge to remotely resolve a clients problem
? Provided training to clients in the use of system and applications as related to the Internet.
? Configuration of client's equipment to connect to the Internet via modem/router DSL, Cable, and Wifi.
Client Service Agent II
? Recruit and interview new employees.
? Managed inbound and outbound calls submitting bankcard adjustments for consumer, and business affairs.
? Performed financial operations on credit card and bank accounts.
? Investigated and resolved consumer concerns in collaboration with respective agency and other departments.
? Compiled, analyzed, and presented quality service.
? Apple, Performance Facilitator/ Mac Expert, 10/2010- Present
? Fusion Marketing, Brand Ambassador, 08/2008- 05/2010
? Cloud 10 Corporation, Technical Support Specialist, 03/ 2009-10/2010
? Corporate Office of BB&T, Client Service Agent II, 03/2003- 11/2006
? TSYS Total Systems, Customer Service Representative, 10/2001-04/2003