Emilee Graham
Phoenix,AZ
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Debt Consultant/Customer Service Representative
Nation Wide Debt Relief
05.2022 - 05.2024
- Increased client retention rates by conducting regular follow-ups, ensuring continued progress towards their financial goals after initial consultations concluded.
- Improved clients'' financial situations through comprehensive debt analysis and customized action plans.
- Reduced client debt by negotiating settlements and restructuring payment plans.
- Built rapport with creditors, facilitating successful negotiations on behalf of clients in distressing financial situations.
- Delivered presentations at community events, raising awareness about the importance of managing personal debt responsibly.
- Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
- Interviewed clients by telephone or in-person to gather financial information.
- Received and submitted customer payments to further reduce open account balances.
- Produced budget tools, educational support and referrals for clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service
Debt Relief Consultants
12.2019 - 04.2022
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Supported team members during peak periods by sharing workload and providing guidance when
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Contributed to positive team culture, driving motivation and productivity among peers.
- Maintained high levels of customer retention with proactive relationship-building strategies.
Car Detailer
Manheim Auto Auction
03.2017 - 10.2019
- Completed full-service washes that included vacuuming interiors, shampooing carpets, degreasing engines, polishing chrome accents, applying wax coatings to exteriors.
- Maintained a clean and organized workspace, ensuring efficient completion of tasks and high-quality workmanship.
- Enhanced customer satisfaction by thoroughly cleaning and detailing vehicles, both interior and exterior.
- Delivered consistent results while working independently on various makes/models/styles of cars within tight deadlines.
- Utilized effective time management skills to balance multiple projects simultaneously without sacrificing quality or efficiency.
- Washed, waxed, and buffed vehicle bodies for professional shine.
- Completed timely and thorough car details for increased customer satisfaction and repeat business.
- Collected and disposed of trash in vehicle console spaces and under seats.
- Maintained clean, tidy and safe work environment.
- Vacuumed interiors of vehicles to remove dirt and debris.
- Improved overall vehicle appearance with the use of professional-grade equipment and products.
- Inspected interior and exterior of vehicles for cleanliness and accurately identified imperfections outside vehicle standards.
- Shined vehicle windows and windshields to remove water spots.
- Ensured proper care for luxury and classic vehicles, utilizing specialized techniques and products designed specifically for these automobiles.
- Contributed to a positive work environment by fostering teamwork and maintaining open lines of communication with colleagues.
- Collaborated with team members to complete large-scale projects, including fleet vehicles, efficiently and effectively.
- Restored luster to vehicle interiors, including upholstery and vinyl.
Education
High School Diploma -
Student Choice High School
Tempe, AZ05.2012
Skills
- Debt Settlement
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Data Entry
- Call center experience
- Customer Relations
- Payment Processing
- Money handling abilities
- Customer satisfaction measurement
- Microsoft Outlook, Microsoft Power Point, Microsoft Excel
- Follow-up skills
- Appointment Scheduling
- Customer Relations Management (CRM)
- Staff Training
- Building rapport
Timeline
Debt Consultant/Customer Service Representative
Nation Wide Debt Relief
05.2022 - 05.2024
Customer Service
Debt Relief Consultants
12.2019 - 04.2022
Car Detailer
Manheim Auto Auction
03.2017 - 10.2019
High School Diploma -
Student Choice High School
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