Emily Cunich
Winterville,NC
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Love helping those in need and deliver great customer service!
Overview
18
18
years of professional experience
Work History
Inbound Call Center Agent
Papa
10.2021 - 10.2023
- Explained services Papa provided through the members insurance companies that we partnered with. Made visits for members and helped Pals that we hired with help with our App and getting tickets submitted when they had issues.
- Made average of 50 outbound and over 100 inbound calls per day.
- Developed a strong rapport with customers, ensuring repeat business and positive feedback and visit success.
- Text based chat and Inbound/outbound calling.
Call Center Agent, Inbound Sales
Focus Services LLC East
04.2020 - 10.2021
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Top sales agent for Spectrum services.
- Reduced average call handling time by quickly assessing customer needs and providing concise information or solutions as needed. Excellent at deescalating upset customers.
- Built strong rapport with customers, fostering loyalty and repeat business opportunities.
Drive-Thru Cashier
Moore's Barbeque
02.2020 - 05.2020
- Operated point-of-sale system efficiently, effectively managing transaction records for accurate financial reporting purposes.
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
- Learned duties for various positions and provided backup at key times.
- Assisted customers with menu items and accurate order fulfillment.
Drive-Thru Cashier
Wendy's
09.2019 - 12.2019
- Operated point-of-sale system efficiently, effectively managing transaction records for accurate financial reporting purposes.
- Assisted customers with menu items and accurate order fulfillment.
- Used POS system to enter orders, process payments and issue receipts.
- Cross-trained in other areas of restaurant to provide additional support during busy periods.
- Collaborated with fellow team members to ensure smooth workflows and exceptional customer experiences during all shifts worked.
Barista
Coffee Shots
02.2006 - 06.2009
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
Game Advisor
GameStop
09.2008 - 01.2009
- Maintained clean and orderly store throughout work shift.
- Assisted in reducing customer complaints by troubleshooting and resolving technical issues promptly.
- Designed unique and eye-catching games by meticulously creating graphics, audio, visual and AI behavioral elements.
Front Desk Agent
Quality Inn Hotel
02.2006 - 11.2008
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Used internal software to process reservations, check-ins and check-outs.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Did Night Aduit
Drive-Thru Cashier
Wendy's
12.2005 - 10.2006
- Operated point-of-sale system efficiently, effectively managing transaction records for accurate financial reporting purposes.
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
- Assisted customers with menu items and accurate order fulfillment.
- Cross-trained in other areas of restaurant to provide additional support during busy periods.
Education
High School Diploma -
D.H. Conley
Greenville, NC05.2004
Skills
- Lead Generation
- Phone Etiquette
- Communicating with clients
- Warm Calling
- Attention to Detail
- Customer Inquiry and Response
- Customer communications
- Building rapport
- Client Needs Assessment
- Payment Processing
- Email Etiquette
- Problem-solving skills
- Verbal and written communication
Timeline
Inbound Call Center Agent
Papa
10.2021 - 10.2023
Call Center Agent, Inbound Sales
Focus Services LLC East
04.2020 - 10.2021
Drive-Thru Cashier
Moore's Barbeque
02.2020 - 05.2020
Drive-Thru Cashier
Wendy's
09.2019 - 12.2019
Game Advisor
GameStop
09.2008 - 01.2009
Barista
Coffee Shots
02.2006 - 06.2009
Front Desk Agent
Quality Inn Hotel
02.2006 - 11.2008
Drive-Thru Cashier
Wendy's
12.2005 - 10.2006
High School Diploma -
D.H. Conley
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