Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

Emily Cooley

Sandy Springs,GA

Summary

Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Relations Specialist

CVS Healthcare
07.2019 - 10.2024
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Improved team collaboration by initiating regular strategy meetings.
  • Assisted in developing strategic plan that aligned with long-term company goals.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.

Customer Service Representative

Automated Health Systems
06.2018 - 06.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.

Education

Bachelor of Science - CJS

Southern New Hampshire University
Remote
06-2026

HS Diploma -

Nowell Leadership Academy
Providence, RI
06.2015

Skills

  • Analytical Problem Solving
  • Analytical Problem Solving
  • Effective Communication
  • Collaborative Teamwork
  • Strong Organizational Skills
  • Strong Analytical Focus
  • Responsive to Change
  • Microsoft Office ( Powerpoint, Word, Excel, Office etc)
  • Behavior treatment plans
  • Intervention management
  • Functional behavior assessments
  • Medication administration
  • Infection control practices
  • Critical thinking
  • Compassion and empathy
  • Account updating
  • Complaint resolution
  • Call management
  • Multi-task management
  • Customer satisfaction measurement
  • Customer relations
  • Expert problem solving

Certification

  • Certified Nursing Assistant
  • Behavior Technician
  • Licensed Pharmacy Technician

Awards

Valedictorian, 2015, Class of 2015

Timeline

Customer Service Relations Specialist

CVS Healthcare
07.2019 - 10.2024

Customer Service Representative

Automated Health Systems
06.2018 - 06.2019

HS Diploma -

Nowell Leadership Academy

Bachelor of Science - CJS

Southern New Hampshire University

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