EMILY MARKS
Lansing,MI
Summary
Hardworking employee with customer service, multitasking and time management abilities. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with others. Looking for a new role where hard work and dedication will be highly valued.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Dexian
Charlotte , NC
04.2022 - Current
- Managed high-volume of inbound customer calls.
- Resolved customer inquiries, questions and concerns to consistently offer quality service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Mentored junior team members and managed employee relationships.
Customer Service Representative Specialist
Lansing Board of Water and Light
Lansing, MI
08.2014 - 12.2019
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Excelled at showing compassion to callers that were difficult, confused, or upset by assisting with caller’s needs, and trying to find solutions of helping.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Mentored new employees on procedures and policies to maximize team performance.
Bartender/Server
Jimmy's Pub
East Lansing, MI
05.2012 - 09.2014
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Calculated charges, issued table checks and collected payments from customers.
- Managed opening and closing duties to facilitate restaurant operations.
Education
PCA - Acute Care Nurse Assistant
Lansing Community College
Skills
- Phone and Email Etiquette
- Data Entry
- Microsoft Office
- Team Building and Leadership
- Processes and Procedures
- Customer Service
- Active Security Clearance
- Call Center Operations
- Calm and Professional Under Pressure
- Adaptive Team Player
- Report preparation
- Mentoring
Timeline
Customer Service Representative
Dexian
04.2022 - Current
Customer Service Representative Specialist
Lansing Board of Water and Light
08.2014 - 12.2019
Bartender/Server
Jimmy's Pub
05.2012 - 09.2014
PCA - Acute Care Nurse Assistant
Lansing Community College
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