Overview

Work History

Education

Skills

Accomplishments

Timeline

Emily Hillewaert

Bangor,ME

Overview

1

1

year of professional experience

Work History

Call Center Representative

T-Mobile

Oakland, ME

08.2023 - Current

Demonstrated attention to detail when reviewing customer accounts and documentation, ensuring accuracy and compliance, and guaranteeing that internal teams have the necessary information about interactions.
Presented existing and potential customers with valuable service or product information to assist in decision-making.
Utilized strong time management by prioritizing tasks, managing multiple inquiries, and resolving issues within designated timeframes to maintain a smooth, productive workflow, resulting in an enhanced customer experience.
Worked beyond the first call by owning customer resolution and working personally with customers to ensure satisfactory results beyond the first, initial call.
Using strong communication and active listening to ensure a positive customer experience, and increase customer satisfaction ratings, as well as training new employees on company policies, procedures, and best practices.
Adapted to diverse customer needs, and effectively handled upset or confused individuals, maintaining composure and empathy.

Education

High School Diploma -

Volcano Vista High School

Albuquerque, NM

05-2023

Skills

Proficient at utilizing multiple computer applications simultaneously
Adept at utilizing de-escalation tactics
Excellent customer service with a focus on resolution

Adapting to business needs
Problem-solving skills
Attention to detail and consistency

Accomplishments

80 NPS (Net Promoter Score)
Within the top 10% of my peers in terms of skills, metrics, and customer service.
Selected as an assistant captain on my athletics team based on my performance and leadership amongst peers.

Timeline

Call Center Representative

T-Mobile

08.2023 - Current

High School Diploma -

Volcano Vista High School