Emilee A. Packard
Noblesville,IN
Summary
Dedicated and focused project management specialist with several years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, customer service and process improvements.
Overview
21
21
years of professional experience
Work History
Senior Customer Support Representative
Alight Solutions
12.2022 - Current
- Assisted customers with inquiries and resolved issues promptly.
- Managed complex customer complaints and escalated as necessary.
- Documented support procedures to enhance team knowledge base.
- Presented webinars and conducted trainings for clients on how to use the product effectively.
- Provided high-level customer service to resolve escalated customer inquiries.
- Ensured compliance with applicable laws, regulations, policies, and procedures relating to customer support activities.
- Monitored incoming support requests from customers via phone, email and other channels.
- Analyzed customer feedback data to identify areas of improvement in the customer service process.
- Developed relationships with customers to foster loyalty and repeat business.
- Collaborated with colleagues to develop strategies for improving overall customer experience outcomes.
- Trained new customer service representatives on product knowledge and customer service techniques.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked closely with other departments such as sales, marketing and engineering to ensure effective communication between teams and customers.
- Conducted regular follow-up calls with customers to ensure their needs are being met.
- Coordinated training sessions for new customer support representatives.
Office Assistant
Scat Pest Control
Westfield, IN
02.2014 - Current
- Collected payments, issued receipts and updated accounts to reflect new balances.
- Greeted visitors or callers to handle questions or direct to appropriate staff.
- Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation.
- Maintained business records by updating customer information.
- Dispersed incoming mail to correct recipients throughout office.
- Checked office supply levels, anticipated needs and placed orders for appropriate stock levels.
- Conducted office inventory checks and requested restock of supplies.
- Monitored calendars and scheduled appointments based on availability.
- Collected various documents to prepare for filing, storage and processing.
- Kept office records organized and supplies well-stocked for optimal team performance.
- Updated employee paperwork and records.
- Organized and maintained payroll information by entering data, deleting errors, calculating and collecting information.
- Delivered helpful and kind customer service to guests, maintaining composure in stressful situations to maximize customer satisfaction.
- Answered office phone and emails to schedule appointments, answer questions and document information.
- Delivered exceptional customer service through direct communication with clients and team members.
- Created and executed daily bank deposits.
- Strictly adhered to confidentiality protocol regarding client information and documents.
- Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
- Enhanced recordkeeping storage space and usability by reorganizing physical filing systems.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Sent invoices to customers and made follow-up phone calls.
- Answered customer questions, researched issues and directed visitors to correct office personnel.
- Answered phone to take messages or redirect calls to colleagues.
- Processed accounts payable and accounts receivable updates to maintain current financial records.
- Contacted customers regarding account updates and potential problems.
- Answered phone calls and welcomed visitors to office.
Wait Staff Member
Charlestons
Westfield, IN
11.2012 - 02.2014
- Cleared table and bussed dishes to allow for quick setups.
- Answered guest questions regarding menu, food and beverage preparation, recipe ingredients and allergens.
- Implemented sanitary food handling, holding and service protocols.
- Handled special customer requests for separate checks and menu substitutions.
- Calculated accurate bill amounts and processed cash and credit card payments.
- Discussed dining menu information to aid in decision process for customers.
- Greeted customers, answered questions and recommended specials to increase profits.
- Operated POS terminals to input orders, split bills and calculate totals.
- Satisfied customers by topping off drinks and offering condiments, napkins and other items.
- Promoted desserts, appetizers and specialty drinks to optimize sales.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Trained new employees on restaurant procedures and plating techniques.
- Presented menus to patrons to answer questions about offered items and make suitable recommendations.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Served food and beverages to patrons and immediately remedied issues with orders.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Provided exceptional service to high volume of daily customers.
Preschool Lead Teacher
Stoney Creek Play School
Noblesville, IN
05.2008 - 05.2011
- Maintained daily records of individual activities, behaviors, meals and naps.
- Promoted good behaviors by using positive reinforcement methods with children.
- Administered and documented results of student assessments.
- Distributed quarterly progress assessments and milestone reports to each parent.
- Adapted instructional techniques according to student learning styles and progress.
- Recognized early signs of emotional or developmental problems in children.
- Set guidelines for teacher performance and lesson planning and oversaw compliance with established procedures.
- Conducted phone interviews with parents.
- Encouraged teaching staff to continually improve strategies and maximize student learning.
- Taught children foundational skills in colors, shapes and letters.
- Implemented hands-on, play-based strategies for experiential learning.
- Controlled classroom environments with clearly outlined rules and positive reinforcement techniques.
- Developed professional relationships with parents, teachers, directors and therapists.
- Created and implemented developmentally appropriate curriculum addressing learning styles.
- Collaborated with colleagues on developing new classroom projects and monthly themes.
- Identified children in need of extra support for emotional, health-related or developmental concerns and conceived improvement strategies.
- Maintained student records according to rigorous confidentiality and privacy regulations.
- Met with parents to discuss child behavior and academic progress.
Collections Officer
Sallie Mae
Fishers, IN
04.2005 - 04.2008
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Educated customers on actions and strategies for debt repayment.
- Processed payments over phone and set up recurring drafts.
- Contacted debtors through email, telephone and mail contact to begin collections process.
- Reached out to customer to pursue payments, remind of obligations and discuss default procedures.
- Met demands of busy collections group by performing high volume of daily calls.
- Reviewed accounts to determine payment plan compliance.
- Handled inbound and outbound phone calls and answered customer inquiries.
- Investigated and solved problems with payments, account updates and other concerns.
- Verified, documented and updated customer account information.
- Negotiated payment plans and arrangements.
- Evaluated customer accounts to determine adherence to repayment schedules.
- Educated customers regarding actions and strategies for debt repayment.
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Monitored and located debtors by using automated systems.
Education
GED -
J Everett Light Career Center
Indianapolis, IN08.2005
Some College (No Degree) - General Studies
Ivy Tech Community College of Indiana
Indianapolis, INSkills
- Customer relationship management
- Conflict resolution
- Effective communication
- Time management
- Client rapport
- Client relations
- Verbal and written communication
- Coaching and mentoring
- Project tracking
- Staff training and motivation
- Meeting facilitation
- Customer relations
- Conflict management
- Critical thinking
- Empathy in service
- Relationship building
- Payment processing
- Inventory management
- Project management
- Microsoft Excel
Timeline
Senior Customer Support Representative
Alight Solutions
12.2022 - Current
Office Assistant
Scat Pest Control
02.2014 - Current
Wait Staff Member
Charlestons
11.2012 - 02.2014
Preschool Lead Teacher
Stoney Creek Play School
05.2008 - 05.2011
Collections Officer
Sallie Mae
04.2005 - 04.2008
GED -
J Everett Light Career Center
Some College (No Degree) - General Studies
Ivy Tech Community College of Indiana