Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Elissa Epps

Charlotte,NC

Summary

Passionate and results-driven Customer Service Professional with over 10 years of experience delivering exceptional client support across healthcare, telecommunications, and retail industries. Recognized for enhancing customer satisfaction, resolving escalated concerns, and leading teams in fast-paced environments. Adept in coaching, quality assurance, and process improvement. Known for a calm demeanor, empathetic communication, and a solutions-oriented mindset.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

PRN Vision Group
05.2024 - Current
  • Deliver high-quality phone-based customer service and product education focused on eye care nutraceuticals, including supplements designed to support vision health.
  • Assist patients, healthcare providers, and retail partners with product inquiries, order processing, and subscription management.
  • Educate customers on the benefits and usage of nutraceutical products tailored for conditions such as dry eye, macular health, and ocular surface disease.
  • Proactively identify sales opportunities by recommending appropriate supplements based on customer needs and preferences.
  • Resolve issues related to shipping, billing, and product selection with professionalism and attention to detail.
  • Maintain accurate documentation of all interactions in the CRM system and consistently meet sales and service quality benchmarks.

Customer Service Advocate / Quality Analyst

Verizon Wireless
07.2017 - 08.2023
  • Delivered personalized support to a high volume of customers, addressing billing, service issues, and technical concerns with accuracy and empathy.
  • Actively monitored calls and provided actionable feedback to representatives, increasing quality scores and customer satisfaction.
  • Led customer-focused coaching sessions to develop team communication skills and ensure compliance with company standards.
  • Investigated and resolved escalated concerns, achieving high first-contact resolution rates.
  • Contributed to a top-performing team that ranked #2 out of 25 in revenue and service performance.

Head Server & Trainer

Red Lobster
09.2015 - 05.2018
  • Provided outstanding table service in a high-volume setting, maintaining guest satisfaction through attention to detail and proactive problem-solving.
  • Trained new team members on service expectations, menu knowledge, and upselling techniques, improving overall team performance.
  • Recognized for consistency in creating a welcoming dining experience and quickly resolving guest issues.

Education

High School Diploma -

Martin Van Buren
Queens Village, NY
06.2011

Skills

  • Customer Experience & Retention
  • Conflict Resolution & De-escalation
  • Quality Assurance & Call Monitoring
  • Performance Coaching & Development
  • CRM Systems (Verizon Tools, Salesforce, Healthcare CRMs)
  • Multi-platform Communication (Phone, Email, In-Person)
  • Process Improvement & Documentation
  • Microsoft Office Suite (Word, Excel, Outlook)
  • Point of Sale (POS) Systems
  • Remote & Onsite Team Collaboration

Timeline

Customer Service Representative

PRN Vision Group
05.2024 - Current

Customer Service Advocate / Quality Analyst

Verizon Wireless
07.2017 - 08.2023

Head Server & Trainer

Red Lobster
09.2015 - 05.2018

High School Diploma -

Martin Van Buren

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