Emily (Dakota) Hall
Kingsland,GA
Summary
Highly detail-oriented individual with proven experience in customer relations seeking an Operations Program Coordinator position where I can utilize my strong organizational abilities to streamline contract processes, maintain accurate documentation, and foster positive relationships with internal and external stakeholders.
Overview
10
10
years of professional experience
Work History
Customer Support Advocate II
ACT INC.
05.2023 - Current
- Acts as a liaison between front-line (Tier 1) customer service advocates and/or their supervisors to resolve complex or escalated customer issues, process advanced tasks, and advocate for improvements to the customer experience.
- Serves as a primary point in providing advanced assistance directly with customers to help them resolve complex or escalated customer issues with a focus of providing the best possible customer experience. This may include technology and/or data related inquiries.
- Coordinates with internal departments and business partners and engages with customers until escalated issues are resolved.
- Maintains extensive knowledge of the customer experience and advocates for system enhancements and process improvements that drive improvements in customer and partner satisfaction
- Customer Care: Performs advanced tasks, including order processing, invoicing, and reconciliation of order-to-invoice, in order to ensure complete and accurate billing.
- Reviews administration manuals, customer correspondence, and customer-facing resources to improve customer self-service.
- Ability to self-direct, independently resolve problems, manage time, prioritize, and work at a fast pace under pressure and tight deadlines, while maintaining high quality in all aspects of work with little to no direction.
- Change management – the ability to be flexible and adapt, manage change, and navigate positively in an environment experiencing change at a fast pace, with the flexibility to meet the needs of a diverse group of stakeholders.
- Familiarity with multiple Web browsers (Internet Explorer, Chrome, Firefox, Safari), utilizing multiple tabs, window navigation, and Internet messenger tools.
- Knowledge of customer relationship management platforms and tools.
- Collaboration – the ability to develop and maintain positive working relationships with customers and team members, and to proactively manage customer relationships.
- Decision making – acts decisively with sound judgment, using critical thinking, logical problem solving, and influencing skills to understand complex data, and to research and find solutions using a variety of systems, technologies, and processes.
- Strong organizational skills, with the ability to effectively prioritize and multitask, approach work with a process improvement mindset.
Customer Support Advocate
ACT INC.
01.2022 - 05.2023
- Met customer call guidelines for service levels, handle time and productivity.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Paraprofessional
Nassau County School District
12.2019 - 01.2022
- Administered tests and assessments to evaluate student progress and performance.
- Helped teacher prepare instructional material and displays.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Collaborated with teachers and specialists to assess student progress.
- Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
Customer Service Associate
Southeastern Grocers
06.2015 - 12.2019
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
High School Diploma -
Hilliard Middle Senior High School
Hilliard, FL05.2016
Skills
- Independent & collaborative work
- Project & Task Support
- Cross-Functional Team Member
- Process Improvements
- Effective communication
- Problem solving
- Adaptability
Timeline
Customer Support Advocate II
ACT INC.
05.2023 - Current
Customer Support Advocate
ACT INC.
01.2022 - 05.2023
Paraprofessional
Nassau County School District
12.2019 - 01.2022
Customer Service Associate
Southeastern Grocers
06.2015 - 12.2019
High School Diploma -
Hilliard Middle Senior High School
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