Amber Dean1525 N Main Street Apt. 216 Bountiful UT 84010, 801-803-4873, Amber.Dean0815@gmail.com

Professional SummaryEnthusiastic Coordinator with 14 years of specialization in Customer Service and Workforce Management. Highly self-motivated and directed. Good interpersonal skills experience working in a team oriented, collaborative environment. Keen attention to detail, ability to effectively prioritize and execute tasks in a high pressure environment. Currently enrolled at Davis Applied Technology Center in the Health Information Technology Program.

EducationDavis Applied Technology Center Currently EnrolledHealth Information Technology Program

Taylorsville High School 1998High School Diploma

Skills IEX Totalview Workforce Management Administration and Management WFM processing system Microsoft Office and Access EMS Exception Management System Time Management Enrolled in school at the DATC Mastery Certification for WFM

Experience

Workforce Management 02/2007 to 02/2015Verizon Wireless – West Valley, UT

Monitoring service levels and rep adherence; processing real-time exceptions including call-outs, offering overtime, modifying individual schedules as needed.

Familiar with all primary call center metrics ASA, AHT, abandons, call volume, occupancy and their drivers.

Information gathering and distribution, weekly schedule generation, scheduling off-line requests (e.g. trainings, meetings), monthly vacation reporting, processing shift trades, schedule adjustments, and generation of weekly and monthly center statistics and other metrics as requested.

Additional duties include report generation, basic data analysis, processing annual vacation bids and vacation requests, etc.

Additionally we support our local Managers with agent reporting, and assist supervisors with adherence and lost shrinkage details.

Coord- Technical Support 06/2003 to 02/2007Verizon Wireless – West Valley, UT

Providing outstanding customer service to customers. Responsibilities include call handling specific to technical support for advanced products and devices, billing and service related inquiries, recommendations for purchase decisions and other customer questions and transactions.

Manage all customer transactions, take accountability and make an effort to resolve all customer calls and perform the following customer service functions including sales of devices and accessories.

Review all customer account information while on the calls, identify and match customer’s needs with the appropriate product and/or service (e.g. upgrades, adding a line, porting a number)

Demonstrate personal commitment by adhering to Verizon Code of Business Conduct and guidelines in all areas or work.

Responding to first level inbound customer calls, Respond to service and equipment inquiries and requests.

Apply all necessary troubleshooting steps to resolve, all problems, issues and inquiries, eliminating unnecessary transfersTaking escalated calls from customers

Sr. Rep-Customer Service 06/2001 – 05/2003Verizon Wireless – West Valley, UT

Sales of devices and accessories, Responding to first level inbound customer calls. Providing quality customer service to customers including responsibilities for advanced products

and devices, billing and service related inquiries, recommendations for purchase decisions and other customer questions and transactions.

Manage all customer transactions, take accountability and make an effort to resolve all customer calls the first time they call.

Apply all necessary troubleshooting steps to resolve all problems, issues and inquires eliminating unnecessary transfers.

Use all necessary advanced troubleshooting skills and tools to accurately diagnose and resolve technical issues, engaging appropriate functional partners needed through resolution.Review all customer accounts and identify opportunities to improve revenue and service.