Open to opportunities

Amber Ohara

@amberohara

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Customer Service Lead with 8+ years improving satisfaction through CRM and ticketing.

United States

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What I'm looking for

I’m seeking to join ClearConnect Solutions to contribute to a positive customer experience—delivering quality support, training teams, and streamlining processes that improve response times and customer satisfaction.

I’m a friendly, detail-oriented customer service professional with 8+ years of experience handling inquiries, resolving complaints, and improving customer satisfaction. I’m dedicated to providing exceptional service that enhances brand loyalty, and I’ve previously achieved a 95% customer satisfaction rating while improving issue resolution efficiency by 30%.

As a Customer Service Lead with Outlier AI (Remote), I supervise a team of 10+ representatives and manage customer inquiries through phone, email, and chat, averaging 150+ interactions weekly. I train new team members on CRM software and best practices, and I developed a streamlined ticketing process that reduced response time by 25%; earlier at NovaTechSolutions, I maintained 90%+ customer satisfaction scores while supporting account setup, troubleshooting, Salesforce tracking, and refunds/exchanges/warranty claims.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Lead

Current

Outlier AI

Mar 2021 - Present (5 years 4 months)

Supervised a team of 10+ customer service representatives and provided support via phone, email, and chat. Developed a streamlined ticketing process that reduced response time by 25%.

Customer Support Team Supervision CRM Ticketing Phone Support Email Support Live Chat Zendesk Salesforce Customer Relationship Management Conflict Resolution Active Listening Empathy Multitasking Time Management Data Entry Reporting

Customer Service Representative

NovaTech Solutions

Jun 2017 - Feb 2021 (3 years 8 months)

Assisted customers with account setup, troubleshooting, and product inquiries, maintaining detailed interaction records in Salesforce. Processed refunds, exchanges, and warranty claims and maintained a 90%+ customer satisfaction score.