Emily Durham
Chattanooga,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the pet insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with members. Motivated to maintain customer satisfaction and contribute to company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Member Experience Specialist
Trupanion
Seattle, WA
09.2023 - Current
- Maintained accurate records of all member communications and transactions, ensuring coordination between internal departments
- Educated members about their pet's coverage and benefits associated with their memberships, explained rate factors and shared risk along with our value proposition
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Served as an advocate for members to ensure that our company continues being one of the best in the industry for customer service
- Assisted my colleagues in various matters when they need extra support when handling a member interaction
- Responded proactively and positively to rapid change with regards to new internal software
911 Public Safety Telecommunicator
Hamilton County Government
Chattanooga, TN
08.2017 - 09.2023
- Maintained strict confidentiality regarding sensitive information, adhering to privacy regulations and policies.
- Provided exceptional customer service to callers, addressing their needs promptly and professionally.
- Improved communication among emergency responders with accurate relay of critical information from callers.
- Achieved high levels of proficiency in multitasking by managing phones, radios, computers, and other equipment simultaneously under pressure.
- Assisted in crisis intervention for suicidal callers, facilitating immediate help and support from relevant resources.
Cashier
Walmart
Chattanooga, TN
05.2017 - 08.2017
- Greeted customers entering store and responded promptly to customer needs.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Assisted in inventory management, contributing to reduction in stock discrepancies.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
No Degree - Medical Billing And Coding
Chattanooga State Community College
Chattanooga, TN05.2023
High School Diploma -
Chattooga High School
Summerville, GA05.2015
Skills
- Exceptional communication
- CRM software expertise
- Call center experience
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Problem-solving abilities
- Active Listening
- Brand representation
- Understanding Customer Needs
- Multitasking Abilities
- Data Entry
- Adaptability and Flexibility
Timeline
Member Experience Specialist
Trupanion
09.2023 - Current
911 Public Safety Telecommunicator
Hamilton County Government
08.2017 - 09.2023
Cashier
Walmart
05.2017 - 08.2017
No Degree - Medical Billing And Coding
Chattanooga State Community College
High School Diploma -
Chattooga High School