Emily Isreal
Lexington,SC
Summary
Dynamic customer service professional with extensive experience, excelling in conflict resolution and active listening. Proven track record in enhancing customer satisfaction and retention through effective communication and detailed recordkeeping. Skilled in payment processing and data entry, contributing to streamlined operations and improved service delivery.
Overview
13
13
years of professional experience
Work History
Customer Service Rep II
Mid Carolina Electric Cooperative
Lexington, SC
12.2007 - 04.2012
- Assisted customers with inquiries and resolved issues effectively.
- Learned company products and services to provide accurate information to clients.
- Handled routine transactions, ensuring a smooth customer experience.
- Collaborated with team members to improve service delivery processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Administrative Supervisor
Verizon Wireless
Columbia, SC
07.1999 - 07.2007
- Supervised daily administrative operations, ensuring efficient workflow and adherence to company policies.
- Coordinated team schedules and resource allocation, optimizing staffing for peak performance.
- Developed training materials and conducted onboarding sessions for new administrative staff, enhancing team capabilities.
- Implemented process improvements that streamlined communication between departments, increasing operational efficiency.
- Evaluated performance metrics and provided actionable feedback to enhance team productivity and morale.
- Trained new employees on company policies, procedures, software applications.
- Handled sensitive information with discretion by maintaining confidentiality in accordance with company guidelines.
- Provided support during periods of high workload by stepping in to assist with various administrative tasks as needed.
- Updated reports, managed accounts, and generated reports for company database.
- Assisted with recruitment efforts by screening resumes, scheduling interviews, and conducting reference checks for potential hires.
- Completed bi-weekly payroll for 200+ employees.
Education
Social Work
South Carolina State University
Orangeburg, SCSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Conflict resolution
- Payment processing
- Account updating
- Quality assurance
- Recordkeeping
- Clerical support
- Some Spanish
Timeline
Customer Service Rep II
Mid Carolina Electric Cooperative
12.2007 - 04.2012
Administrative Supervisor
Verizon Wireless
07.1999 - 07.2007
Social Work
South Carolina State University