Emily Norton
Galloway
Summary
Customer service and operations professional with over 15 years of experience in high-volume contact centers. Expertise in team supervision, case research, and customer support, with a proven track record of enhancing team performance. Recognized for strong communication, coaching, and problem-solving abilities, delivering accurate and timely support to customers and internal teams.
Overview
26
26
years of professional experience
Work History
Customer Support Specialist
United Garage Door
Hilliard
03.2025 - 05.2026
- Processed daily customer quotes and sales orders in Sage 100 and CRM to support efficient sales operations.
- Entered invoices and applied payments to ensure timely processing for vendors and customers.
- Completed cash and credit/debit transactions with accuracy.
- Created and maintained invoices for customers and vendors, reconciling payments to uphold accurate financial records.
Supervisor
Epiq Global
Columbus
07.2016 - 12.2024
- Supported onboarding of new hires, including training setup and system access.
- Provided coaching, call feedback, and performance guidance to agents transitioning into production.
- Ensured timely completion of coaching logs, time entries, and documentation.
- Assisted agents with escalated calls, complex case questions, and system navigation.
- Promoted team growth through structured feedback and skill development.
Talx UC Express
Unemployment Insurance Consultant
Hilliard
12.1999 - 04.2016
- Processed unemployment claim determinations, ensuring accuracy in documentation for compliance.
- Conducted research to gather essential information for timely claim completion.
- Prepared clients for unemployment hearings, facilitating understanding of procedures and requirements.
- Advised employers and claimants on unemployment processes and requirements.
Education
High School Diploma -
West High School
ColumbusSkills
- Customer support
- Case resolution
- Onboarding training
- Sage 100
- CRM systems
- Microsoft Office Suite
- Team coaching
- PeopleSoft
- Pinnacle
- Recruitment software
Timeline
Customer Support Specialist
United Garage Door
03.2025 - 05.2026
Supervisor
Epiq Global
07.2016 - 12.2024
Talx UC Express
Unemployment Insurance Consultant
12.1999 - 04.2016
High School Diploma -
West High School