EMILY MCPHAUL
Austin,TX
Summary
Skilled Customer Success Engineer with 10+ years of experience in customer-facing roles. Recognized for exceptional communication skills, identifying opportunities to enhance the customer experience, troubleshooting, and internal cross-functional collaboration.
Overview
11
11
years of professional experience
Work History
Customer Success Engineer
OnlineMedEd
08.2020 - Current
- Triage customer outreaches and provide all customer information necessary to assist Customer Service agents with appropriate responses and resolutions
- Provide support to Customer Service agents with site issues, billing, customer account deletions, and customer product access
- Facilitate a working relationship between CS and the Quality Assurance team by identifying, troubleshooting and communicating customer reported site issues
- Identify trends in customer feedback and feature requests to communicate to the Product team with the goal of mitigating complaints and driving customer satisfaction
- Act as a subject matter expert in the history of OnlineMedEd's subscriptions, products, and customer feedback
- As a Data Steward, facilitate a working relationship between CS and the Data Analytics department handling data request within CS and Product teams
- Built ad-hoc analyses and reports using SQL to answer crucial business questions with quick turnaround times
- Continually seeking opportunities to expand my SQL abilities data analysis abilities.
Customer Success Representative
OnlineMedEd
08.2018 - 08.2020
- Provided outstanding service to customers by attending closely to concerns and feedback, while adhering to the voice of the company
- Educated customers on the company’s subscription and product offerings that would best suit their medical education needs, and how to use the offerings for maximum success
- Set up and activated customer accounts
- Reviewed customer account information to determine current issues and potential solutions
- Handled subscription activations, cancellations and refund for customers
- Verified customer issues, and acted as a liaison between customers and the Product and Quality Assurance departments
- Documented conversations with customers to track requests and feedback.
Shipping Manager
OnlineMedEd
05.2017 - 07.2019
- Transported products from printer to the office
- Prepared mailing labels for all shipments and customs documents for international shipments
- Retrieved customer orders and packaged for shipment, while ensuring orders were filled correctly
- Transported ready-to-ship packages from the office to the post office daily
- Fielded returned shipments by identifying the cause of the return, and contacting the intended recipient to determine if a reshipment or a refund was required
- Organized storage areas to maximize movement and minimize labor
- Identified opportunities to reduce cost and improve productivity
- Assisted the Customer Service team by handling all outreaches regarding order shipment statuses.
Document Delivery Assistant
Texas Legislative Council
01.2017 - 08.2018
- Provided specialized delivery services of drafts, legislation, publications, calendars, and other related documents throughout the Texas Legislative Council and Capitol Complex
- Facilitated the house bill signing process in the house and senate chambers
- Answered and initiated phone calls with legislative offices to coordinate delivery times
- Tracked document movement in proprietary computer applications using a computer and mobile device
- Maintained document records and aided in the digitization of TLC documents.
Escrow Receptionist
Trinity Title of Texas
01.2016 - 12.2016
- Greeted and directed visitors to appropriate personnel
- Answered phone calls, provided information to callers, and connected callers to appropriate people
- Delivered administrative support to team members by making copies, sending faxes, organizing documents, and rearranging schedules
- Sorted incoming mail and directed to correct personnel each day
- Created new client profiles using an escrow database
- Assisted the company attorney in day-to-day title searching tasks.
Waitress
Z'Tejas
01.2014 - 06.2016
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options
- Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times
- Relayed orders and special requests to cooks
- Served plated dinners, oversaw buffet-style dinners and passed hors d'oeuvres for parties
- Maintained accuracy while handling payments, giving change and printing receipts to customers
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service
- Stocked server areas with supplies before, during and after shifts.
Education
Austin Community College
High School Diploma - undefined
Anderson High School
06.2014
Skills
- Customer satisfaction focused
- Cross-functional collaboration
- Meticulous attention to detail
- MySQL & PostgreSQL
- Analytical and investigative
- Data-informed
- Troubleshooting
- Organized
Timeline
Customer Success Engineer
OnlineMedEd
08.2020 - Current
Customer Success Representative
OnlineMedEd
08.2018 - 08.2020
Shipping Manager
OnlineMedEd
05.2017 - 07.2019
Document Delivery Assistant
Texas Legislative Council
01.2017 - 08.2018
Escrow Receptionist
Trinity Title of Texas
01.2016 - 12.2016
Waitress
Z'Tejas
01.2014 - 06.2016
Austin Community College
High School Diploma - undefined
Anderson High School
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