Summary
Overview
Work History
Education
Skills
Certification
Personal Information
References
Timeline
Generic

Courtney Elkins

Franklin,GA

Summary

I am applying for this position because of the great opportunity to further my career. I am a hard worker who can work both as an individual and within a team environment. In addition, I am always committed to learning new things as well as taking on more challenging assignments to ensure the team is successful. Knowledgeable and dedicated customer service professional with extensive 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

12
12
years of professional experience
1
1
Certification

Work History

WFH Customer Service

Agero Roadside Assistance
12.2023 - Current
  • Enhanced customer experiences by providing timely and accurate information on products and services.
  • Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
  • Streamlined communication processes for increased efficiency in addressing customer inquiries.
  • Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
  • Reduced call wait times by implementing effective call routing strategies, enhancing customer satisfaction.
  • Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
  • Identified trends in customer concerns, proactively addressing common issues before escalation.
  • Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
  • Implemented process improvements that led to reduced hold times and higher first-call resolution rates.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Substitute Teacher, K-12

Heard County Elementary School
08.2023 - 11.2023
  • Increased student comprehension by utilizing differentiated instruction methods tailored to individual learning styles.
  • Enhanced classroom management by implementing positive reinforcement strategies and maintaining clear expectations for behavior.
  • Boosted student engagement with interactive lessons, incorporating real-world examples and hands-on activities.
  • Provided support to special education students in inclusive classrooms, developing accommodations and modifications to meet their unique needs.
  • Maintained accurate records of student attendance, grades, and progress reports, ensuring timely submission to administration for reporting purposes.
  • Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
  • Collaborated with teachers and therapists to develop individualized educational plans for each student, ensuring optimal progress.
  • Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
  • Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
  • Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.

Director

Connie's Education Station
01.2020 - 07.2023
  • Increased company revenue by streamlining processes and implementing cost-saving measures.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Optimized staff performance by designing comprehensive training programs tailored to individual needs.
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
  • Enrollment of new children
  • Communicated with the parents of our 100 plus children in the daycare
  • Order and handle all of the food preparation

Spa Director

Traditions Massage and Facial Spa
03.2017 - 12.2018
  • Managed spa inventory, front desk tasks, client records, and lab data
  • Handled high-volume, multi-line telephone
  • Sustained operational efficiency and customer service standards.

New Patient Advocate

Healthy Life Chiropractic
03.2016 - 03.2017
  • Evaluated new patients, prepared and gave exams (vitals, scans, x-rays), and communicated with patients and doctors
  • Worked with a team of 10+ coworkers.

Medication Technician

Cottage Landing Memory Care
05.2015 - 03.2016
  • Managed and provided leadership to a group of five people
  • Prepared and gave residents their medication, faxed prescription orders, and communicated with residents and their families.

Certified Nursing Assistant

Pruitt Health Nursing Home
03.2012 - 04.2015
  • Bathed, clothed, and took care of the daily needs of the residents
  • Prepared and monitored the daily routines of the residents
  • Followed directives and effectively communicated issues.

Cashier

Piggly Wiggly
08.2013 - 02.2014
  • Received payment, issued receipts, counted money, greeted and assisted customers, maintained a clean checkout area, stocked store shelves, and communicated effectively with management.

Education

Certification - Agero Roadside Assistance Training

Arise
Franklin Ga
12.2023

Certification - Substitute Teacher

STEDI
Franklin Ga
08.2023

Certification - Childcare

Prosolutions
Newnan, GA
01.2020

Radiology Technician Certification -

Healthy Life Chiropractic
Newnan, GA
06.2016

Medication Technician Certification -

Cottage Landing Memory Care
Carrollton, GA
09.2015

Graduation Diploma and CNA -

Heard County High School
Franklin, GA
05.2014

Skills

  • Intermediate user of all Microsoft Office programs
  • Experience with various social media programs
  • Active Listening
  • Conflict Resolution
  • Positive Attitude
  • Call Center Experience
  • Technical Support
  • Product Knowledge
  • Attention to Detail
  • Effective Communication
  • Multitasking Abilities
  • Empathy Display
  • Complaint Handling
  • Telephone Etiquette

Certification

  • Certified Nursing Assistant
  • Certified Medication Technician
  • CPR
  • First Aid

Personal Information

Work Permit: Authorized to work in the US for any employer.

References

  • Sonja Gibson, Owner, Traditions Massage and Facial Spa, (470) 278-5175
  • Connie Whitaker, Owner, Connie's Education Station, (770) 854-5666
  • Dr. Tina McKay, Chiropractor, (770) 252-3661


Timeline

WFH Customer Service

Agero Roadside Assistance
12.2023 - Current

Substitute Teacher, K-12

Heard County Elementary School
08.2023 - 11.2023

Director

Connie's Education Station
01.2020 - 07.2023

Spa Director

Traditions Massage and Facial Spa
03.2017 - 12.2018

New Patient Advocate

Healthy Life Chiropractic
03.2016 - 03.2017

Medication Technician

Cottage Landing Memory Care
05.2015 - 03.2016

Cashier

Piggly Wiggly
08.2013 - 02.2014

Certified Nursing Assistant

Pruitt Health Nursing Home
03.2012 - 04.2015

Certification - Agero Roadside Assistance Training

Arise

Certification - Substitute Teacher

STEDI

Certification - Childcare

Prosolutions

Radiology Technician Certification -

Healthy Life Chiropractic

Medication Technician Certification -

Cottage Landing Memory Care

Graduation Diploma and CNA -

Heard County High School

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