Amber Johnson
Florissant,MO
Summary
Experienced and quality-driven customer service leader and team member with over ten years in the customer service industry. Focuses include superior customer service, data entry, client support specialist, and IT support. Dedication to proper process and procedure. The resume shows proven technical skills as well as track records of accounts and data entry to find the best customer solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Operations Specialist
Charles Schwab
06.2020 - Current
- Assisted with account reviews and preparation for account reviews.
- Received and routed business correspondence to thecorrect departments and staff members.
- Developed and maintained strong relationships with vendors, ensuring quality service at competitive prices.
- Answered telephone calls to field inquiries from clients seeking information. Manager 60-70 calls per day. Performed research to collect and record data.
- Corrected any data entry error to prevent later issues such as duplication or data degradation.
- Added documents to file records and created new records to support filing needs.
- Scanned documents and saved in database to keep records of essential organizational information.
- Informally mentored new case managers and service coordinators, answering questions, and offering opportunities to shadow and observe and explaining basic information about company procedures.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Developed individualized training plans to achieve staff readiness.
- Made appropriate referrals, monitored client services in appropriate time frames, sought supervisory guidance as required, documented services provided and completed departmental billing procedures.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Supported day-to-day account management for company clients.
- Organized, sorted and checked input data against original documents.
- Corrected data entry errors to prevent duplication or data degradation.
- Coded and processed applications into required electronic formats.
- Accurately handled data entry for 20+ clients into company-based software.
Accounts Payable Clerk
Bunzl Distribution NA
01.2020 - 03.2020
- Streamlined invoice processing by implementing efficient filing and tracking systems.
- Reduced late payment penalties by closely monitoring due dates and managing timely payments.
- Improved vendor relationships through diligent communication and prompt issue resolution.
- Maintained accurate financial records by regularly reconciling accounts payable transactions.
- Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
- Prepared vendor invoices and processed incoming payments.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Updated accounting ledgers and journals to balance statements and maintain consistent records.
- Evaluated financial records to detect errors and discrepancies.
- Assisted manager in conducting internal audits to analyze findings.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Entered figures using 10-key calculator to compute data quickly.
- Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready.
Customer Success Representative
Coastal Business Supplies Inc.
11.2019 - 01.2020
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction
- Researched competitive solutions and maintained competitive market comparisons and evaluations
- Tracked customer shipment requirements to improve customer satisfaction while increasing service efficiencies
- Monitored social media and online sources for industry trends
- Sorted incoming mail and faxes and expedited urgent correspondence for immediate attention
- Educated customers about billing, payment processing and support policies and procedures
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Provided basic technical support for clients on wide range of 1000+ company products
- Performed data entry with Microsoft and A+Plus Software to record call notes, suggestions and questions
- Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Maintained up-to-date knowledge of product and service changes
- Promptly responded to inquiries and requests from prospective customers
- Maintained material and stock levels consistent with business requirements while meeting target capital objectives
PAC Coordinator 1
Charter Communications
01.2016 - 11.2019
- Adhered to established policies, procedures and compliance for satisfactory audit rating
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports
- Entered numerical data into databases with speed and accuracy using 10-key pad
- Corrected any data entry error to prevent later issues such as duplication or data degradation
- Added documents to file records and created new records to support filing needs
- Obtained scanned records and uploaded into database
- Verified accuracy and validity of data entered in databases
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Wrote and reviewed tickets to request maintenance to various types of equipment
- Used ticketing systems to manage and process support actions and requests
- Conducted in-depth product and issue resolution research to address customer concerns
- Answered support calls within 20 seconds to minimize delays and subsequent abandoned calls
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
- Resolved issues with systems, hardware and telephones quickly and accurately
- Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
- Provided primary customer support to internal and external customers in fast-paced environment
Sales Associate
MarketSource
10.2015 - 04.2016
- Maintained records related to sales, returns and inventory availability
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral
- Applied security and loss prevention training toward recognizing risks and reducing store theft
- Processed product returns and assisted customers with other selections
- Educated customers on promotions to enhance sales
Customer Service Representative
Ultimate Staffing
12.2015 - 01.2016
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Maintained thorough and current understanding of applicable tax laws
- Managed tax submissions and made sure all information complied with regulations
- Answered 40-60 inbound calls per day and directed to designated individuals or departments
Education
Bachelor of Science - Criminology
Lindenwood University
Saint Charles, MO01.2025
High School Diploma -
Hazelwood Central High School
Florissant, MO05.2011
Skills
- Business correspondence
- Social media marketing
- Information gathering and analysis
- Documentation review
- Report writing
- Shipping and packaging
- Inventory auditing
- Quality control management
- Customer relations
- Maintenance and repair
- Data management
- Administrative support
- Trainer
- Accounting Management Assessment
Timeline
Operations Specialist
Charles Schwab
06.2020 - Current
Accounts Payable Clerk
Bunzl Distribution NA
01.2020 - 03.2020
Customer Success Representative
Coastal Business Supplies Inc.
11.2019 - 01.2020
PAC Coordinator 1
Charter Communications
01.2016 - 11.2019
Customer Service Representative
Ultimate Staffing
12.2015 - 01.2016
Sales Associate
MarketSource
10.2015 - 04.2016
Bachelor of Science - Criminology
Lindenwood University
High School Diploma -
Hazelwood Central High School
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