Emily Clayton
Hattiesburg,MS
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative Agent
American Communications Centers DBA AAA Anserphone
11.2022 - Current
- Responded to customer requests for products, services, and company information.
- 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.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Trained staff on operating procedures and company services.
- Developed and updated databases to handle customer data.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
Phone Operator/Dispatcher
AAA Anserphone & Dr's Exchange, LLC
12.2016 - 11.2022
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Pleasantly greeted all callers and asked how to be of assistance.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Answered average of 150 to 300 calls per day and directed to appropriate departments and personnel.
- Used company's paging system to immediately contact specific personnel.
- Maintained accurate directory of all personnel and phone extensions.
- Connected callers with appropriate professional, department, or business.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Operated switchboard and routed incoming calls to appropriate departments.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Provided helpful, informative technical support to customers on product usage and installation.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Gathered customer information and promptly input data into computer system.
- Collected personal information from customers to accurately document requests.
- Received incoming calls and paged individuals and departments over PA system.
- Performed data entry operations to update database with customer responses.
- Operated computers and fax machines to send and receive messages to customers and coworkers.
Cashier/Inventory Coordinator
Keith's Superstores
09.2016 - 12.2016
- Performed data entry and completed proper paperwork.
- Investigated and resolved variances in inventory counts on monthly basis.
- Managed all related documentation and records for department.
- Performed full inventory counts every week.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Monitored and adjusted inventory levels to meet customer needs and demands.
- Developed inventory reports to provide management with comprehensive data on inventory levels.
- Assisted in processing of new inventory and disposal of outdated items to keep products fresh and up-to-date.
Hotel Front Desk Receptionist
Holiday Inn
08.2016 - 12.2016
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
Assistant Manager
Wards Restaurant
06.2014 - 08.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored security to protect employees, customers and property.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
GED -
Pearl River Community College
Hattiesburg, MS08.2014
Skills
- Electronic Information Systems
- Customer Service and Assistance
- Special Requests
- Call Control
- Operational Efficiency
- Quality Control Policies
- Documenting Problems
- Patient Callbacks
- Administrative and Office Support
- Online Systems
- Customer Understanding
- Microsoft Office
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Attention to Detail
- Continuous Improvement
- Customer Data Confidentiality
Certification
- ServSafe, U.S. National Restaurant Association. Program accredited by ANSI and the Conference for Food Protection. -2015-2016
Timeline
Customer Service Representative Agent
American Communications Centers DBA AAA Anserphone
11.2022 - Current
Phone Operator/Dispatcher
AAA Anserphone & Dr's Exchange, LLC
12.2016 - 11.2022
Cashier/Inventory Coordinator
Keith's Superstores
09.2016 - 12.2016
Hotel Front Desk Receptionist
Holiday Inn
08.2016 - 12.2016
Assistant Manager
Wards Restaurant
06.2014 - 08.2016
GED -
Pearl River Community College
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