Emily Hadnot
Abilene,TX
Summary
Results-oriented Support Manager offering 12 years experience in the Customer Care field; and 7 years in the Financial Industry with a high integrity for compliance and confidentiality. History of implementing successful improvements and procedures to departments and leading changes by example. Industry expert with creative strategies for high-volume support and product expert knowledge across multiple operating systems.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Treasury Management Client Support Supervisor
First Financial Bank
11.2018 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Mitigated risk by implementing internal controls and safeguards for revenues and expenditures.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
Personal Banker/Teller/Office Bookkeeper
Frist National Bank Of Beeville-Curr: Simmons Bank
08.2016 - 06.2018
- Increased front-line efficiency by developing and implementing improved service methods
- Monitored and verified suspicious activity on customer accounts.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Opened new accounts for retail and commercial customers, including MMA, CD and IRA accounts while adhearing to compliance practices.
- Prepared monthly and year-end closing statements, financial documents, and invoices
Bridal Specialist/Lead CSR
David's Bridal
06.2015 - 07.2016
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Resolved concerns with products or services to help with retention and drive sales.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Personal Assistant/ESL Instructor
Gateway International
10.2011 - 04.2015
- Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Recorded and documented meeting minutes.
- Coordinated international and domestic travel logistics including flight itineraries, hotel reservations and car services.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Set assessments to measure student progress and identify growth opportunities.
- Coordinated events with attendance of up to two thousand persons.
CSR/Department Specialist
Mardel Christian & Education
09.2011 - 07.2013
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Food Service Associate
Chick-fil-A
11.2009 - 05.2011
- Greeted visitors, answered questions and accepted payments.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Learned other teammates' work tasks to train as backup.
- Handled cash transactions and point-of-sale operations to assist dining room staff during busy service periods.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Implemented diverse instructional methods, optimizing trainee engagement.
Education
BBA - Business Administration And Management
.
12.2025
Associate of Arts - Business Administration And Management
Cisco Junior College
Cisco, TX12.2023
Skills
- Customer Service Management
- Microsoft Office
- Power BI
- Report Preparation and Analysis
- Knowledge Base
- Project Management
- KPI Analysis
- Community Engagement
- Forecast Employment Needs
- Onboarding, Training and Development
- Technical Support Oversight
Certification
- Certified Call Center Manager, CCCM (In Progress) RCCSP - Professional Education Alliance
Languages
Spanish
Professional Working
Community Service
- Hendrick Home for Recovery 2022
- Global Samaritan Resources 2021
- Money Smart course instructor 2016-2018
- Youth Sponsor-Beltway East 2015-2016
- Copper Creek Plaza -Assisted living volunteer/Activity Director 2011-2013
- HERO-Hendrick Equine Rehabilitation Opportunity 2011-2012
- Habitat for Humanity 2009-2010
Timeline
Treasury Management Client Support Supervisor
First Financial Bank
11.2018 - Current
Personal Banker/Teller/Office Bookkeeper
Frist National Bank Of Beeville-Curr: Simmons Bank
08.2016 - 06.2018
Bridal Specialist/Lead CSR
David's Bridal
06.2015 - 07.2016
Personal Assistant/ESL Instructor
Gateway International
10.2011 - 04.2015
CSR/Department Specialist
Mardel Christian & Education
09.2011 - 07.2013
Food Service Associate
Chick-fil-A
11.2009 - 05.2011
BBA - Business Administration And Management
.
Associate of Arts - Business Administration And Management
Cisco Junior College
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