Beth Emley
Rochester,NY
Summary
Goal-oriented professional with over 6 years of experience in customer service and account management. Proficient in CRM software and skilled in multitasking, consistently delivering high-quality support and training to improve team performance and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Participant Suppport Representative
US OMNI
Rochester, NY
12.2018 - 10.2025
- Facilitated customer inquiries to enhance service satisfaction and resolve issues efficiently.
- Managed account information updates to ensure accuracy and compliance with company policies.
- Trained new representatives on company procedures and customer service standards for improved performance.
- Streamlined communication processes between departments to enhance operational efficiency and response times.
Customer Service Representative
Maximus
Rochester, NY
06.2017 - 11.2018
- Resolved customer inquiries through multiple communication channels, ensuring prompt and accurate responses.
- Collaborated with team members to streamline service processes, enhancing overall customer satisfaction.
- Trained new staff on company policies and procedures, fostering a knowledgeable and efficient team environment.
- Analyzed customer feedback to identify trends, implementing adjustments for improved service delivery.
Customer Service/Retention/Sales
Sutherland Global Services
Rochester, NY
07.2014 - 06.2017
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
Bachelor of Science - English
SUNY Geneseo
Geneseo, NY05-1988
Skills
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Telephone reception
- Sales support
- Technical troubleshooting
- Business growth and retention
- Account servicing
- CRM software expertise
- Up-selling strategies
- Retention strategies
- Multitasking
Timeline
Participant Suppport Representative
US OMNI
12.2018 - 10.2025
Customer Service Representative
Maximus
06.2017 - 11.2018
Customer Service/Retention/Sales
Sutherland Global Services
07.2014 - 06.2017
Bachelor of Science - English
SUNY Geneseo