Earlysha Ross
Grand Rapids,MI
Summary
Detail-oriented and adaptable professional with diverse background in customer service, packaging, and precision manufacturing. Proven the ability to deliver exceptional customer relations while adhering to strict protocols in regulated environments. Highly skilled in problem-solving, multitasking, and maintaining high standards of quality. Effective team collaborator, adaptable to changing needs, and consistently focused on exceeding standards.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Peckham
01.2024 - Current
- Serves as primary point of contact for 100+ daily inquiries, delivering exception customer service and providing accurate information to assist customer needs
- Resolves complex customer issues in a timely manner, while handling sensitive personal identifiable information and adhering to federal guidelines
Machine Operator
Autocam Medical
04.2022 - 05.2023
- Operated CNC laser engraving equipment to etch identifiers onto medical instruments
- Performed sterilization prep to produce FDA compliant medical components
Machine Operator
Medbio
07.2018 - 01.2022
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Set up and adjusted equipment and properly configured machines for daily operation.
- Complied with company and OSHA safety rules and regulations.
- Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
Customer Service Representative
Teleperformance USA
04.2016 - 04.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Promoted to Customer Service Mentor after consistently exceeding performance metrics and receiving Employee of the Month recognition
Education
Associate of Science - Social Work
University of Phoenix
Tempe, AZ09-2029
Bachelor of Arts - General Education
Aquinas College
Grand Rapids, MI04-2015
Skills
- Excellent Customer Service
- Active Listening
- Critical Thinking
- Problem Resolution
- Relationship Building and Collaboration
- Administrative Support
- Documentation and Data Entry
- Time Management and Optimal Organization
Certification
Ulysses Learning Certified- completed federal contact center training in customer service excellence, call handing techniques, and compliance with federal guidelines.
Health Information
Certified Medical Coder- completed the Health Information Pathways program as West Michigan Center for Arts + Technology
Active U.S. Federal Security Clearance
Completed Stand Out- 14-week upward mobility program reserved for CSRs that exhibit leadership qualities and consistently meet high metrics
Timeline
Customer Service Representative
Peckham
01.2024 - Current
Machine Operator
Autocam Medical
04.2022 - 05.2023
Machine Operator
Medbio
07.2018 - 01.2022
Customer Service Representative
Teleperformance USA
04.2016 - 04.2018
Associate of Science - Social Work
University of Phoenix
Bachelor of Arts - General Education
Aquinas College
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