Amber Holley
Southaven
Summary
Client service professional with proven track record in enhancing client satisfaction and fostering strong relationships. Skilled in resolving issues, managing multiple priorities, and adapting to changing requirements. Known for collaborative teamwork, effective communication, and delivering impactful results. Reliable and adaptable with talent for understanding client needs and delivering exceptional service.
Overview
28
28
years of professional experience
Work History
Client Service Specialist Lead
Creative Co-Op Inc.
Memphis, TN
08.2011 - Current
- Promoted into this position from customer service specialist with responsibility to assist customer relations manager including training new hires, create and maintain department SOPs. Acting as back-up for cross-functional duties during department employee absence.
- Provide friendly customer service to clients and sales representatives in regards to order management, claims processing, product availability.
- Handle a wide range of customer inquiries, complaints, and requests with a focus on swift problem resolution.
- Collaborated with other departments to ensure all customer inquiries were addressed promptly.
- Resolved escalated customer service issues in a professional manner while meeting service level agreements.
- Provided feedback to management regarding changes needed in order to improve operational efficiency.
- Assisted in developing new strategies for improving the overall effectiveness of the contact center operations.
- Guided customer support representatives through challenging interactions, equipping them with effective strategies for resolution.
- Developed training manuals to address and resolve challenging customer issues.
- Developed new hires by monitoring, coaching and evaluating employee performance.
- Guided and mentored CSR staff members.
- Partnered with leadership; Collaborated with the hiring manager to conduct panel interviews, providing critical assessment notes that shaped final selection decisions.
- Provided training sessions for department regarding new or improved procedures, tools or website upgrades.
Demand Planner
Landau Uniforms
Olive Branch, MS
06.1998 - 06.2010
- Promoted from key account coordinator to develop forecasts and service plans for garment production and inventory stock levels.
- Managed day-to-day demand planning activities, creating purchase orders, tracking shipments, and resolving discrepancies between planned and actual orders.
- Forecasted 40% of company finished good product.
- Monitored product manufacturing and shipping processes to ensure accuracy and timeliness.
- Analyzed data from multiple sources to identify trends in sales, inventory levels, customer orders and other relevant data points.
- Participated in conversion from IBM AS 400 planning and forecast system to Microsoft Dynamix AX ERP system, providing user specifications and routine.
Education
High School Diploma -
Horn Lake High School
Horn Lake05-1998
Skills
- Customer relationship management
- Problem solving
- Conflict resolution
- Handling complaints
- Communication skills
- Time management
- Adaptability
- Multitasking
- Team building
- Staff motivation
- Staff training
Timeline
Client Service Specialist Lead
Creative Co-Op Inc.
08.2011 - Current
Demand Planner
Landau Uniforms
06.1998 - 06.2010
High School Diploma -
Horn Lake High School