Amber Marshall
Wildwood
Summary
Dynamic customer service professional with extensive experience at Blue Cross Blue Shield of Tennessee. Proven ability to enhance customer satisfaction. Skilled in Microsoft Outlook and adept at prioritizing tasks in high-pressure environments, consistently achieving positive outcomes and fostering strong customer relationships.
Experienced with customer interactions and service excellence. Utilizes active listening and problem-solving to address and resolve customer concerns effectively. Track record of maintaining customer satisfaction and fostering loyalty through clear communication and empathy.
Overview
21
21
years of professional experience
Work History
CSR Senior Care Division
Blue Cross Blue Shield of Tennessee
08.2023 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Helped TTE with weekend call backs and voicemail callbacks.
- Help TTE with closing inquiries for other CSR
- Assisted with member walk-in while on campus
Manager
Harry's
09.2018 - 06.2023
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
Office Manager
Bess Construction
05.2004 - 01.2014
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Education
Dade County High School
Trenton, GA05-2004
Skills
- Call center experience
- Customer focus
- Complaint handling
- Agent Work Space
- Facets
- Microsoft outlook
- Professional telephone demeanor
- Computer proficiency
- Customer relations
- Documentation
- Follow-up skills
- Prioritization
Timeline
CSR Senior Care Division
Blue Cross Blue Shield of Tennessee
08.2023 - Current
Manager
Harry's
09.2018 - 06.2023
Office Manager
Bess Construction
05.2004 - 01.2014
Dade County High School
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