Emily Dozier
Milton,FL
Summary
Dynamic customer support professional with a proven track record at Navy Federal Credit Union, excelling in problem-solving and data entry. Consistently exceeded performance metrics while enhancing customer satisfaction through effective communication and conflict resolution. Adept at educating clients on services, fostering informed decision-making, and maintaining compliance with industry standards.
Overview
2027
2027
years of professional experience
Work History
Call Center Representative
Navy Federal Credit Union
Pensacola
03.2025 - Current
- Assisted members with account inquiries and transaction issues to enhance customer satisfaction.
- Utilized CRM software to document interactions and maintain accurate member records.
- Resolved conflicts and escalated complex issues to ensure timely solutions for members.
- Educated members on products and services, promoting financial literacy and informed decision-making.
- Collaborated with team members to streamline call handling processes, improving efficiency in service delivery.
- Adapted quickly to changes in policies and procedures, maintaining compliance with industry regulations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Medical Receptionist
Dr John Lee Medical Practice
Milton
2019 - 2025
- Managed patient check-in and check-out processes efficiently.
- Scheduled appointments using electronic health record systems.
- Assisted patients with insurance verification and billing inquiries.
- Maintained organized patient files and medical records compliance.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
Assistant Manager
Hardee's
Milton, FL
2010 - 2019
- Assisted in managing daily operations and ensuring adherence to food safety standards.
- Trained staff on customer service protocols and operational procedures.
- Monitored inventory levels and coordinated supply orders to maintain stock availability.
- Implemented effective scheduling practices to optimize team performance during peak hours.
- Led team meetings to communicate updates, expectations, and promote a positive work environment.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
Education
High School Diploma -
Milton High School
Milton, FL05.2017
Skills
Problem-solving skills
Customer support
Data entry
Customer service
Timeline
Call Center Representative
Navy Federal Credit Union
03.2025 - Current
Medical Receptionist
Dr John Lee Medical Practice
2019 - 2025
Assistant Manager
Hardee's
2010 - 2019
High School Diploma -
Milton High School