Emily Smith
Elberton
Summary
Proven leader in customer service, adept at conflict resolution and quality assurance, with a track record of enhancing customer satisfaction at Contractor in Charge. Skilled in staff training, support management, and enhancing teamwork. My ability to foster team cohesion and improve service policies has consistently driven positive outcomes.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
Contractor in Charge
02.2024 - Current
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Assisted in training new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Delivered prompt service to prioritize customer needs.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Assistant Manager
Flashback Games
06.2018 - 03.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or upset customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
Master of Arts - Media Design
Full Sail University
Winter Park, FL03-2024
Bachelor of Science - Computer Animation
Full Sail University
Winter Park, FL09-2022
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Call control
- Staff training
- Conflict management
- Escalation management
- Call center experience
Timeline
Senior Customer Service Representative
Contractor in Charge
02.2024 - Current
Assistant Manager
Flashback Games
06.2018 - 03.2021
Master of Arts - Media Design
Full Sail University
Bachelor of Science - Computer Animation
Full Sail University
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