Emerald Nelson
Columbus
Summary
Knowledgeable and dedicated customer service professional with over 15 years of experience . Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Member Service Representative II
Elevance Health
10.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with service and system issues by educating on required forms and technical processes.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Resolved customer issues through thorough dispute investigation.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Social Media Manager
BlendJet.com
03.2018 - 03.2025
- Increased customer engagement through social media.
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Boosted engagement rates with the creation of compelling and visually appealing content.
- Optimized posting schedules based on platform-specific analytics to maximize content visibility.
- Provided exceptional customer service through timely and thoughtful responses to user comments and messages.
- Effectively managed crises communication during unfavorable situations protecting company''s reputation online.
Member Service Representative
Health Equity
10.2022 - 02.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
BDC Agent
Group 1 Automotive
04.2023 - 10.2023
- Developed sales pipeline and business opportunities through networking, cold calling, and referrals.
- Reduced appointment cancellations by proactively confirming dates and times with clients.
- Developed rapport with customers through attentive listening and personalized service recommendations.
- Supported dealership staff by swiftly attending to administrative tasks as needed during busy periods or absences of colleagues.
Education
Associates Degree - Hair Design
The Process Institue Of Cosmetology
Suwanee, GA05-2014
GED -
Collins Hill Highscool
05.2009
Skills
- Member correspondence
- Membership renewals
- Issue resolution
- Customer service
- Call center experience
- Sales strategy
- Relationship building
Timeline
Member Service Representative II
Elevance Health
10.2024 - Current
BDC Agent
Group 1 Automotive
04.2023 - 10.2023
Member Service Representative
Health Equity
10.2022 - 02.2024
Social Media Manager
BlendJet.com
03.2018 - 03.2025
GED -
Collins Hill Highscool
Associates Degree - Hair Design
The Process Institue Of Cosmetology
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