Emerson Rose
Mount Holly,NJ
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
5
5
years of professional experience
Work History
Customer Support Team Lead
ImPACT Applications
01.2024 - Current
- Manage support case intake and categorization according to ImPACT Applications Quality Management System
- Act as switchboard for all incoming calls escalating to Customer Success, Finance, other departments
- Manage level one inquiries from concussioncaretraining.com
- Handle all data transfers for professional sports teams, individual test records, database migration
- Identify & qualify expansion opportunities and ensure a clean transition to Sales Representative
- Setting up new accounts
- Adding users to existing accounts
- Lead a High-Performing Support Team.
Lead Systems and Data Analyst
Apex Systems
05.2022 - 01.2024
- Field inbound customer support requests via phone, email, and chat
- Initiating resets and uploads for company applications
- Ticket resolution and escalation to Tier 2/3 support
- Perform Quality Assurance assessments for team members
- Arrange schedules for team members
- Assist with training and onboarding new hires
- Support and assist other Team Leaders as necessary
- First line of management for team members
- Consistently identify, monitor and resolve performance issues using prescribed performance management techniques
- Coach team members on their performance on a regular basis and write and deliver monthly performance review
- Meet with management regularly to discuss metrics and provide recommendations on how to improve performance.
Customer Support Representative
DISYS
10.2021 - 05.2022
- Perform a variety of tasks associated with customer and client services for the College Board SSD Call Center by responding to routine and sensitive telephone calls
- Communicate with students, parents, college admissions officers, high school counselors and test center supervisors via telephone contact to provide or obtain information regarding the testing process
- On occasion, respond to inquiries face to face with candidates, clients, or internal Client staff
- Communicate daily via telephone with examinees, clients, institutions, agencies, and test center supervisors to provide information to respond to inquiries, with emphasis on diplomacy, tact and sensitivity
- Utilize the PC to input or obtain detailed information and/or access hard copy necessary to respond to requests promptly, accurately, and in accordance with program and departmental procedures
- Interact with interdepartmental/divisional staff to obtain and provide information necessary to research processing problems which may affect our customers
- Identify operational or program related situations and suggest corrective action.
Customer Support Representative
MMC Group LLC
11.2020 - 04.2021
- Assisting consumers in completing health coverage applications
- Provide general technical support and website assistance for consumers
- Assist consumers in enrolling in a healthcare plan through the state marketplace
- Provide account support and assistance to consumers
- Provide up to date information within the healthcare marketplace for consumers during open enrollment period
- Assist in scheduling consumers for Covid-19 vaccinations
- Provide up to date information on Covid-19 vaccinations and phases.
Customer Support Representative
Kaytin Enterprises
12.2019 - 06.2020
- Take customer support calls in a remote call center environment
- Provide account and order assistance
- Provide website and general technical assistance to customers
- Schedule deliveries and appliance installments
- Provide order information
- Provide shipping information and tracking support
- Provide payment confirmation
- Problem resolution through account research
- Provide up to date account and company information.
Education
High School Diploma -
Rancocas Valley Regional High School
06.2015
Skills
- Team Management
- Escalation Handling
- Policy Enforcement
- Feedback Delivery
- Customer Relations
- Training and mentoring
- Training and coaching
- Schedule Management
- Staff Scheduling
- Customer Education
- Proficient in Software
- Training programs
- Feedback collection
- Inter-department collaboration
- Account Updates
- Research and due diligence
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Calm and Professional Under Pressure
- Excellent Communication
- Computer Skills
- Understanding Customer Needs
- Customer service excellence
- Organizational Skills
- Team Collaboration
- Reliability
- Calm Under Pressure
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Problem Resolution
- Relationship Building
- Microsoft Office
- Team building
- Data Entry
- Task Prioritization
- Self Motivation
- Product Knowledge
- Interpersonal Skills
- Analytical Thinking
- Work Prioritization
- Product and service knowledge
- Goal Setting
- Professionalism
- Issue and Complaint Resolution
- Interpersonal Communication
- Quality Control
- Administrative and Office Support
- MS Office
- Complaint resolution
- De-Escalation Techniques
- Time management abilities
- Adaptability
- Written Communication
- Professional telephone demeanor
- Customer Data Confidentiality
- Inbound Call Management
- Policies and Procedures Adherence
- Customer Relationship Management (CRM)
- Professional Demeanor
- Problem-solving aptitude
- Document and Records Management
- Call Center Operations
- Data Management
- Process Improvement
- Customer service orientation
- Call Documentation
- Employee Coaching
Languages
English
Native or Bilingual
Timeline
Customer Support Team Lead
ImPACT Applications
01.2024 - Current
Lead Systems and Data Analyst
Apex Systems
05.2022 - 01.2024
Customer Support Representative
DISYS
10.2021 - 05.2022
Customer Support Representative
MMC Group LLC
11.2020 - 04.2021
Customer Support Representative
Kaytin Enterprises
12.2019 - 06.2020
High School Diploma -
Rancocas Valley Regional High School
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