EMERY PAYTON
Birmingham,AL
Summary
Professional with robust experience in customer support and solutions. Skilled in resolving complex issues, fostering positive client relationships, and driving team collaboration. Strong adaptability, communication, and problem-solving abilities ensure effective responses to evolving customer needs. Reliable and focused on delivering exceptional results and continuous improvement.
Overview
7
7
years of professional experience
Work History
CUSTOMER SOLUTION REPRESENTATIVE
SPIRE
Birmingham, AL
03.2023 - Current
- Effectively handles steady flow of incoming calls and emails regarding customers’ gas service. Effectively handles steady flow of incoming calls and emails regarding customers’ gas service maintaining AHT over 80%
- Responsible for the proper handling of both emergency and non-emergency calls
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Managed customer accounts, ensuring accuracy in billing and service details.
- Strengthened relationships with key clients by providing personalized attention, leading to increased loyalty and repeat business.
- Developed strong rapport with clients through consistent follow-ups on pending matters or requests, ensuring their needs were met promptly.
HUMAN RESOURCE ASSISTANT
ENERGY SYSTEM SOUTHEAST
Birmingham, AL
10.2021 - 05.2022
- Assisted in the implementation of HRIS ensuring seamless integration of data
- Maintain the integrity and confidentiality of human resource files and records.
- Performs periodic audits of HR files and records to ensure that all requirements documents are collected and files appreciated.
- Supported recruitment initiates, sourcing/pre-screening over 200 candidate applications
- Assist with new hire orientation. Established HR administrative procedures, improving department workflow by 30%
- Coordinated recruitment processes, ensuring timely communication with candidates and selection committees.
- Managed employee onboarding procedures, enhancing new hire experience and compliance with company policies.
- Assisted in administering benefits programs, addressing employee inquiries, and resolving issues efficiently.
ACCOUNT EXPERT
T-MOBILE CALL CENTER
Birmingham, AL
01.2019 - 10.2021
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
- Engaging in active listing with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Provided expert assistance to customers, resolving inquiries and enhancing satisfaction.
- Collaborated with team members to streamline account management processes and improve service delivery.
- Leveraged CRM systems to track customer interactions and optimize account resolutions.
- Analyzed customer accounts for discrepancies and ensured accurate billing information.
Education
Master of Business Administration - Human Resource Management
Columbia Southern University
Orange Beach, AL10.2025
Bachelor of Science - Human Resource Management
Columbia Southern University
Orange Beach, AL10.2021
Skills
- HR Software: HRIS, Bamboo HR, Workday
- Regulatory Compliance: FMLA, EEOC, OSHA, Workers Compensation, Unemployment Claims
- Recruitment Tools: Indeed
- Data Analysis: Excel (intermediate), Access (intermediate)
Timeline
CUSTOMER SOLUTION REPRESENTATIVE
SPIRE
03.2023 - Current
HUMAN RESOURCE ASSISTANT
ENERGY SYSTEM SOUTHEAST
10.2021 - 05.2022
ACCOUNT EXPERT
T-MOBILE CALL CENTER
01.2019 - 10.2021
Bachelor of Science - Human Resource Management
Columbia Southern University
Master of Business Administration - Human Resource Management
Columbia Southern University