Emily Fitchpatrick
Louisa,KY
Summary
Skilled Customer Service Representative with extensive experience in resolving disputes and enhancing customer loyalty through empathetic complaint resolution. Proficient in problem-solving, conflict resolution, and active listening, consistently recognized as a top performer. Strong mentor and trainer, with a focus on knowledge sharing and continuous improvement.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Intelogix
11.2023 - Current
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Faneuil
02.2021 - 11.2023
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
Subject Matter Expert
Concentrix
07.2019 - 09.2022
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
Education
High School Diploma -
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Scheduling
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Microsoft Excel
Timeline
Customer Service Representative - Intelogix
11.2023 - Current
Customer Service Representative - Faneuil
02.2021 - 11.2023
Subject Matter Expert - Concentrix
07.2019 - 09.2022
Lawrence County High School - High School Diploma,
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