EMILY OVITT
Sacramento,CA
Summary
/ ______________________________________________________________________ Knowledgeable and dedicated customer service professional with extensive experience in the Customer Support/ Real Estate industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
12
12
years of professional experience
Work History
Escalation Specialist
Clear Capital
Roseville, CA
08.2022 - Current
- Responsible for handling all lender complaints and resolving issues that can't be handled at the frontline level.
- Working with the lender to identify their concerns, determine the best course of action and resolve any outstanding issues in a prompt fashion.
- Focusing on creating exceptional customer experience to ensure our clients remain confident throughout the appraisal process.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered excellent customer service, resulting in a consistent 99% customer satisfaction rating.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Customer Support Specialist
Clear Capital
Roseville
11.2020 - 08.2022
- Performing phone and email support to assist the lender with facilitating appraisal inspections.
- Field technical support to the appraisers/brokers to ensure a smooth appraisal process from start to finish.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Answered incoming support inquiries via chat, phone, and email promptly to avoid on-hold wait times.
- Explained complex technology-related issues in understandable terms to customers.
Fraud Prevention Representative
Gap
Sacramento, CA
06.2020 - 10.2020
- Professionally manage complex customer issues and de-escalate situations for both external as well as internal customers
- Contacted customers directly to notify them of fraudulent activity and minimize impacts.
- Handled 80-100 calls per day to address customer inquiries and concerns.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Gathered evidence, which included recorded and written statements, financial documentation, and audio materials for examination.
- Exceeded goals through effective task prioritization and great work ethic.
Warranty Supervisor
California Mantel And Fireplace
Sacramento, CA
05.2019 - 06.2020
- Checked documentation for accuracy and validity on updated systems.
- Posted payments to accounts and maintain records.
- Communicated effectively with staff members of operations, finance, and clinical departments.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Calculated adjustments, premiums, and refunds.
- Unfortunately, over 90% of our team members were let go due to COVID, hence why I no longer work there.
Production Coordinator
Interior Logic Group
Sacramento, CA
08.2018 - 09.2019
- Created and maintained schedules and provided internal support for manufacturing teams.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Completed logs and reports detailing production data such as volume, materials used, and quality assurance results, helping management make accurate operational decisions.
- Input data in RFMS and Monday.com to create updated status reports for quick reference of project progress and deadlines.
- Scheduled deliveries of Granite materials by a specified time to begin production on time.
Beauty Consultant /Shift Manager/Key Holder
Face And Body Emporium
Sacramento, CA
07.2017 - 12.2018
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Oversaw a team of 14 employees.
- Trained team members in successful strategies to meet operational and sales targets.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Opened and/or closed store 5 days per week by counting 3 registers, making deposits, and storing and filing all daily paperwork.
- Opened inventory boxes and restocked shelves.
- Processed cash, credit, debit, and check payments.
Shift Supervisor
Beach Hut Deli
Rocklin, CA
02.2015 - 07.2017
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Sanitized work surfaces between food preparation, avoiding cross-contamination and maintaining food safety guidelines.
- Achieved results by working with staff to meet established targets.
- Kept workstation and equipment clean, organized, sanitized, and sufficiently stocked.
Shift Supervisor
Starbucks
Sacramento, CA
08.2012 - 02.2015
- Completed store opening and closing procedures and balanced tills.
- Enforced company policies and regulations with employees.
- Trained new employees and delegate daily tasks and responsibilities.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Prepared shift summary reports for the supervisor and communicated regularly on goals and progress.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Barista
Starbucks
Grass Valley, CA
08.2011 - 07.2012
- Created a wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Monitored supply levels at the counter and maintained customer areas to meet typical demands.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Recommended products based on a solid understanding of individual customer needs and preferences.
- Controlled line and crowd with quick, efficient service.
- Maintained regular and consistent attendance and punctuality.
Education
Associate of Science -
Cabrillo College
Aptos, CA05.2014
High School Diploma -
Nevada Union High School
Grass Valley, CA06.2012
Skills
- Upbeat and Positive Personality
- Corporate Standards
- Information Updates
- Team Goals
- Staff Support
- Policy and Procedure Adherence
- Customer Account Management
- Escalation Management
- Effective Multitasking
- Responding to Difficult Customers
- Issue and Complaint Resolution
- Client Relationships
Timeline
Escalation Specialist
Clear Capital
08.2022 - Current
Customer Support Specialist
Clear Capital
11.2020 - 08.2022
Fraud Prevention Representative
Gap
06.2020 - 10.2020
Warranty Supervisor
California Mantel And Fireplace
05.2019 - 06.2020
Production Coordinator
Interior Logic Group
08.2018 - 09.2019
Beauty Consultant /Shift Manager/Key Holder
Face And Body Emporium
07.2017 - 12.2018
Shift Supervisor
Beach Hut Deli
02.2015 - 07.2017
Shift Supervisor
Starbucks
08.2012 - 02.2015
Barista
Starbucks
08.2011 - 07.2012
Associate of Science -
Cabrillo College
High School Diploma -
Nevada Union High School
Similar Profiles
Russell BlackburnRussell Blackburn
Property Data Collections at Clear CapitalProperty Data Collections at Clear Capital
IGARD LAVENTUREIGARD LAVENTURE
BPO Agent at Clear CapitalBPO Agent at Clear Capital
Elena FarrantElena Farrant
Team Lead of Operations and Quality Assurance at Clear CapitalTeam Lead of Operations and Quality Assurance at Clear Capital