Emerald Slatton
Chattanooga,TN
Summary
Customer Service Representative with 3+ years of experience excelling in high-volume call centers, adept at resolving complex inquiries with empathy and precision. Demonstrates exceptional skills in conflict resolution, claims management, and translating intricate information into clear guidance. Committed to enhancing customer satisfaction through attentive listening and effective communication.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Direct Interactions
08.2024 - 03.2025
- Answer incoming calls via computer software to assist those in immediate need
- Research information in databases to resolve customer issues
- Handle multiple responsibilities simultaneously
- Demonstrate listening skills, empathy, and compassion to callers in need
Customer Service Representative
Quantum 3 Media
04.2023 - 09.2024
- Answer inbound calls and manage inquiries regarding insurance options, eligibility, and claims
- Utilize active listening and questioning techniques to identify customer needs and provide accurate information
- Conduct outbound and return calls to follow up on unresolved issues, ensuring high customer satisfaction
- Use CRM software to document customer interactions and update records promptly
- Communicate complex insurance processes in simple, step-by-step terms to help customers understand their options
- Consistently meet performance goals in areas of call accuracy, quality, and customer satisfaction
Caregiver
Visiting Angels Home Care
01.2022 - 04.2024
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Provided safe mobility support to help patients move around personal and public spaces.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
Warehouse Worker/Customer Support
FedEx
06.2021 - 04.2023
- Supported internal teams by accurately managing inbound and outbound shipments, ensuring on-time deliveries
- Processed and verified shipping information using computerized systems, demonstrating high attention to detail
- Communicated with vendors and internal departments to resolve shipping discrepancies and maintain smooth operations
- Developed strong organizational skills by managing inventory and ensuring proper documentation of all activities
Warehouse Associate
Amazon
02.2020 - 05.2021
- Processed customer orders, ensuring timely and accurate shipment processing
- Handled customer returns and inquiries related to order status, effectively resolving issues while maintaining high service standards
- Organized stock and inventory to improve efficiency in daily operations, using data systems to track shipments
Warehouse Associate
UPS
07.2019 - 05.2021
- Handled packages with care, ensuring timely delivery and customer satisfaction
- Collaborated with team members to efficiently sort, label, and process shipments
- Identified and reported any issues related to damaged goods, providing support to maintain service quality
Cashier/Customer Service
Chic-fil-A
08.2018 - 07.2019
- Delivered prompt, friendly service, taking customer orders and managing payments
- Resolved customer concerns efficiently, ensuring a positive dining experience and building customer loyalty
- Promoted special deals and upselling menu items to increase sales
- Maintained a clean and organized workspace to ensure health and safety compliance
Cashier/Customer Service
Taco Bell
04.2017 - 08.2018
- Greeted customers, processed orders, and provided excellent customer service
- Addressed customer concerns and handled complaints, providing timely resolutions and maintaining satisfaction
- Operated POS systems and maintained accurate cash handling records
- Assisted in training new team members on providing high-quality customer service
Education
High School Diploma -
Walker Valley High School
Chattanooga, TN05.2018
Skills
- Health Plan Benefits Claims Management
- Billing Management
- CRM Software
- Customer Service
- Call Center Operations
- Time Management
- Conflict De-escalation
- Windows PC
- Empathy
- Active Listening
- Health Plan Inquiries
- High Call Volume
- Data Entry
- Documentation
- Problem Solving
- Conflict Resolution
Timeline
Customer Service Representative
Direct Interactions
08.2024 - 03.2025
Customer Service Representative
Quantum 3 Media
04.2023 - 09.2024
Caregiver
Visiting Angels Home Care
01.2022 - 04.2024
Warehouse Worker/Customer Support
FedEx
06.2021 - 04.2023
Warehouse Associate
Amazon
02.2020 - 05.2021
Warehouse Associate
UPS
07.2019 - 05.2021
Cashier/Customer Service
Chic-fil-A
08.2018 - 07.2019
Cashier/Customer Service
Taco Bell
04.2017 - 08.2018
High School Diploma -
Walker Valley High School