Amberlynn Rueth

Results-oriented Call Center Team Leader consistently exceeding performance metrics, including customer satisfaction, quality scores, and productivity targets. Skilled in coaching agents, monitoring performance, and driving continuous improvement while maintaining high service standards and team morale.

GS Team Leader at TTEC (2024-10 – Present)

• Led and motivated a team of agents to consistently meet and exceed key performance metrics, including quality assurance, productivity, and customer satisfaction.
• Monitored daily performance, provided real-time coaching, and conducted regular feedback sessions to improve individual and team results.
• Assisted with onboarding and training new hires, ensuring compliance with company policies, procedures, and service standards.
• Acted as an escalation point for complex customer issues, resolving concerns efficiently while maintaining professionalism and service quality.
• Utilized call center systems and reporting tools to track performance trends, identify improvement opportunities, and support operational goals.

GS Lead Associate at TTEC (2023-11 – 2024-10)

• Provided strong leadership to a team of associates, guiding and directing daily activities to achieve departmental goals and objectives.
• Fostered a positive and collaborative work environment, promoting teamwork and ensuring effective communication among team members.
• Identified training needs within the team and facilitated skill development programs to enhance individual and collective performance.
• Coordinated workflows, monitored task progress, and ensured timely completion of calls, contributing to overall team success.
• Addressed challenges and conflicts within the team, employing effective problem-solving techniques to resolve issues and maintain a harmonious work environment.

Temporary Training Specialist at TTEC (2023-09 – 2023-11)

• Developed and implemented customized training programs to address specific organizational needs, ensuring alignment with strategic goals and objectives.
• Facilitated engaging and interactive training sessions for diverse audiences, utilizing a variety of instructional methods and multimedia tools to enhance learning outcomes.
• Evaluated training effectiveness through feedback mechanisms and performance metrics, continuously refining programs to optimize employee skill development and knowledge retention.
• Collaborated with subject matter experts to stay current on industry trends and best practices, integrating relevant information into training materials to maintain program relevance.
• Utilized learning management systems (LMS) to organize and track training initiatives, ensuring accurate and up-to-date records of employee progress and compliance with training requirements

Customer Care Representative II at TTEC (2023-02 – 2023-05)

• Ability to research accounts and gather information and data to assist consumers appropriately
• Demonstrated proficiency in swiftly resolving complex issues within the application process.
• Displayed empathy and excellent communication skills while addressing their needs.
• Demonstrated the ability to remain composed and focused during high-pressure situations. Effectively managed critical escalations, minimizing the impact on customers and the business.
• Maintained detailed documentation of escalations, resolutions, and trends.

Customer Care Representative at TTEC (2022-08 – 2023-09)

• Assist consumers in enrolling in a health care coverage
• Ability to successfully multi-task in multiple systems simultaneously
• Actively listen to consumer concerns and research accounts to provide resolutions
• Provide efficient and professional customer service, leaving the consumers satisfied with the service
• Capability to de-escalate unsatisfied consumers by negotiating a solution
• Successfully meet all call center metrics to ensure consumer satisfaction
• Talent to work independently to find resolutions for consumer concerns in addition to providing teammates assistance to find resolutions

Associate of Applied Science (AAS) in Computer Programming – Reynolds Community College (2025-08 – 2027-06)