Summary
Overview
Work History
Education
Skills
Experience
Special Projects
Career Goals
Timeline
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Emily Kapsal

Youngstown,OH

Summary

Dynamic and results-oriented professional with a proven track record at AT&T in enhancing customer satisfaction. Skilled in customer relations and multitasking, I excel in team collaboration and effective communication, driving significant improvements in operational efficiency. Leveraged data analytics for informed decision-making, significantly boosting team performance.

Overview

8
8
years of professional experience

Work History

Premier Service Consultant

AT&T
01.2020 - Current
  • Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
  • Efficiently managed multiple projects simultaneously while maintaining strict deadlines and quality standards.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective customer satisfaction rates.
  • Cross-trained and provided backup support for organizational leadership.
  • Exhibited high energy and professionalism when dealing with customers and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Assisted with the upkeep of organizational reporting.

Front Desk Manager

Prima Healthcare
02.2017 - 01.2020
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
  • Responded to telephone, email and in-person inquiries regarding guest concerns.
  • Streamlined check-in and check-out processes for a smoother guest experience..
  • Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Defined clear targets and objectives and communicated to other team members.
  • Established team priorities, maintained schedules and monitored performance.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Education

Bachelor’s - Business Administration

Walden University
Minneapolis, MN

Skills

  • Customer Relations
  • Issue Resolution
  • Attention to Detail
  • Multitasking and Organization
  • Team Collaboration
  • Excellent Communication

Experience

  • Manager in 60 (2022-2024)
  • Reporting (2022-2023)
  • New Hire Training Support (2022)
  • Mobility Back Office (2021-2022)
  • Sales (2020-2021)

Special Projects

  • Escalations
  • Root Cause Analysis
  • BOT Automation
  • M&P Updates
  • Training

Career Goals

  • Prepare for Level 1 position
  • Continuous Learning
  • Self-development
  • Networking

Timeline

Premier Service Consultant

AT&T
01.2020 - Current

Front Desk Manager

Prima Healthcare
02.2017 - 01.2020

Bachelor’s - Business Administration

Walden University

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Emily Kapsal