Emily McKenna
Elkton,MD
Summary
Upbeat, warm, and bubbly individual consistently searching for new skills to obtain and refine to grow personally and professionally. Detail and goal oriented, with an appreciation for thoroughness. Strong adaptability to change and learning on the fly with an eagerness to step into a role that makes a difference for those around me, clients and co-workers alike.
Overview
12
12
years of professional experience
Work History
Customer Service Lead
Food Lion
Elkton, Maryland
01.2025 - Current
- Supervise customer service team to ensure high-quality support.
- Resolve customer complaints efficiently using problem-solving skills.
- Process Money Order sales, Western Union transfer/payments and Lottery sales
- Determine refund eligibility and process refund or store credits as needed.
- Handle cash register during busy rushes to keep customer waiting times down and the line moving smoothly.
- Collect shopping carts around the parking lot to make the available in the store for customer.
- Refill each cashier station with appropriate equipment (grocery bags, receipt paper, etc) and clean stations so that cashiers can focus on keeping lines down.
Customer Service Representative
Symphony Placements/Maximus
Elkton, MD
09.2024 - 11.2024
- Answer inbound phone calls to provide information and assistance regarding healthcare insurance options
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service
- Process consumer applications through Maryland Health Connection to determine eligibility for health coverage options
- Update consumer and account information as needed
- Update case records and notate purpose of call
- Utilize multiple database applications as resources
- Respond to general customer inquiries Strive to meet performance metrics for continued professional growth opportunities
Process Specialist
Deluxe Inc.
Newark, DE
07.2023 - 03.2024
- Operate high speed mail sorting machinery and camera system
- Fix any immediate, minor technical issues with machine
- Handle confidential information, checks, cash, and payment stubs
- Hand sort rejected mail and payments
- Send correct payments and mail to appropriate departments
- Follow protocol concerning blank checks and disposal of confidential information
- Handle high dollar forms of payment
- Process 15,000-20,000 pieces of mail per day.
Truck Driver Class A
Prime Inc/Marten Transport
PA
10.2021 - 01.2023
- Completed daily pre and post-trip inspection checklist
- Over the road (OTR), no touch freight and fleet truck
- Drove dedicated Bozzutos grocery route between PA and CT
- Operated refrigerated and dry van, monitoring temperature and temperature control settings for freight
- Adhered to Department of Transportation (DOT) regulations
- Operated warehouse equipment, including pallet jack and Electric pallet Jack
- Occasionally loaded and unloaded tractor trailer
- Team Driving and Solo Driving
- Logged all hours via electronic logs for on and off duty according to DOT standards
- No accidents or Tickets while operating vehicle.
Temporary Placements During COVID Shutdown
Home Instead/Attleboro, Work N Gear/K2 Logistics
12.2020 - 07.2021
- Case management for 40+ clients receiving care through the Home Instead
- Client and employee scheduling, weekly/monthly care assessments, ensured continuous coverage and documentation for Medicare clients, maintained DE regulations for companionship and personal care
- Activities Assistant for Nursing home providing entertainment, planning events, and providing companionship for seniors
- Delivery Driver for Amazon, delivering 150-300 packages daily, while maintaining top driving safety record
- Key Holder for retail store, in charge of opening and closing store
- Processed business orders, customer orders, completed sales, and received/stocked inventory as needed
- Managed cash drawer and safe, as well as safe handling of cash from safe to bank for deposit
Residential Program Manager
Indian Creek Foundation
Souderton, PA
09.2019 - 07.2020
- Established proper care and management of multiple group homes for adults with Intellectual Disabilities and Autism
- Ensured quality of life by managing financial needs weekly, activities and medical care daily, and housing arrangements as needed
- Maintained connection with families and and support teams to efficiently address client concerns and updates
- Advocated and resolved concerns by attending monthly monitor meetings, quarterly and annual ISP meetings, and SIS assessments as needed
- Utilized multiple computer platforms to manage client profiles daily, schedules weekly, 20+ time-cards weekly, and employee history
- Guided house employees and individuals to ensure individuals are participating in Active Treatment (ADLs), and monitor goals
- Trained employees to thrive in fast paced workspace, evaluated employee performance daily, and complete yearly appraisals
Home Manager
BARC Developmental Services
Warminster, PA
09.2017 - 09.2019
- Promoted from Direct Support (DSP) to Home Manager 8/2018
- Kept accounts, resident files and regulatory paperwork current and accurate
- Utilized multiple computer platforms to manage client profiles, schedules, time-cards and medication administration
- Assisted in the successful transition of clients into Residential living and building relationships with other residents
- Ensured quality of life by managing financial needs weekly, arranging activities daily, monitoring medical care
- Maintained connection with families and support teams to efficiently address client concerns and updates
- Advocated and resolved concerns by attending monthly monitor meetings, quarterly and annual ISP meetings, and SIS assessments as needed
- Guided house employees and individuals to ensure individuals are participating in Active Treatment (ADLs), and monitor goals
- Trained employees to thrive in fast paced workspace, evaluated employee performance, completed yearly appraisals
Shift Lead
Walgreens
Wilmington, DE
09.2016 - 07.2017
- Trained and mentored new employees in fast paced environment to maximize team performance
- Utilized Walgreens computer applications for numerical data, planograms, and to resolve inventory concerns
- Managed registers by counting every morning/night, processing withdraws, change, and loans to register from office safe
- Kept safe current and accurate during shift by counting safe holdings at beginning and end of day, and documenting all money drops and cash orders/payouts
- Responded to and resolved multiple phone calls and in-store customer questions and concerns.
Process Guide/Process Assistant
Amazon
Middletown, DE
05.2014 - 08.2016
- Promoted from production to management 9/2014
- Responded to consumer needs and company goals by staffing up to 80 employees, according to daily inbound and outbound inventory peaks
- Mentored new hires, resulting in stronger staff development and increased productivity within goal and time managed environment
- Navigated multiple computer platforms to track consumer needs, inventory concerns, and employee profiles
- Performed Safety and Standard Work Audits and coach as necessary
- Evaluated associate Time Off Task and performance and coach as necessary.
Customer Service Representative/Customer Billing Representative
Discover Financial Services, DFS
New Castle, Delaware
05.2013 - 05.2014
- Responded to 50+ inbound calls daily, addressing customer questions and concems
- Updated customer records in the system accurately with each interaction
- Maintained a high level of customer satisfaction by providing accurate and helpful responses
- Resolved customer complaints quickly and efficiently
- Navigated computer platforms to apply payments, process credit applications, verify purchases and confirm balance inquiries
- Navigated computer platforms to investigate potential fraud and billing disputes, initiating dispute claims as needed
- Initiated multiple outbound calls with merchants daily to investigate and resolve billing disputes
- Assisted customers to navigate banking information via online platforms and mobile applications
Education
Some College - Occupational Therapy
Delaware Technical Community College-Stanton/Wilmington
01.2016
High School Diploma -
Conrad Schools Of Science
06.2012
Skills
- Program Management
- Case Management
- Caregiving/Autism/ID experience
- Call Center/Customer Experience
- Commercial Driving
- Billing Investigations
Timeline
Customer Service Lead
Food Lion
01.2025 - Current
Customer Service Representative
Symphony Placements/Maximus
09.2024 - 11.2024
Process Specialist
Deluxe Inc.
07.2023 - 03.2024
Truck Driver Class A
Prime Inc/Marten Transport
10.2021 - 01.2023
Temporary Placements During COVID Shutdown
Home Instead/Attleboro, Work N Gear/K2 Logistics
12.2020 - 07.2021
Residential Program Manager
Indian Creek Foundation
09.2019 - 07.2020
Home Manager
BARC Developmental Services
09.2017 - 09.2019
Shift Lead
Walgreens
09.2016 - 07.2017
Process Guide/Process Assistant
Amazon
05.2014 - 08.2016
Customer Service Representative/Customer Billing Representative
Discover Financial Services, DFS
05.2013 - 05.2014
Some College - Occupational Therapy
Delaware Technical Community College-Stanton/Wilmington
High School Diploma -
Conrad Schools Of Science