Emily M Parman
Hermitage,TN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Associate
Verizon Wireless
04.2015 - 08.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Lead CSR
Asurion
04.2014 - 04.2015
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Responded to customer calls and emails to answer questions about products and services.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Care Specialist Supervisor Support
Xerox/ Sprint
10.2011 - 04.2014
- Evaluated interactions between associates and customers to assess personnel performance.
- Monitored compliance risks while adhering to safety protocols.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Education
High School Diploma -
Mcgavock High School
Nashville, TN06.1992
Skills
- Presenting Solutions
- Inbound and Outbound Calling
- Exceptional Communicator
- Customer Service and Assistance
- Project Management
- Customer Relationship Management
- Account Management
- Customer Service
- Customer Complaint Resolution
- Multi-Line Phone Systems
- Product Knowledge
- Complex Problem-Solving
Timeline
Customer Service Associate
Verizon Wireless
04.2015 - 08.2023
Lead CSR
Asurion
04.2014 - 04.2015
Customer Care Specialist Supervisor Support
Xerox/ Sprint
10.2011 - 04.2014
High School Diploma -
Mcgavock High School
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