Summary
Overview
Work History
Education
Skills
Timeline
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Emily Parman

Emily Parman

Hermitage,TN

Summary

Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking, and research abilities. Background in cell phones roles with high-volume customer demands. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

28
28
years of professional experience

Work History

Customer Care Advocate

Verizon Wireless
Murfreesboro, TN
04.2015 - 08.2023
  • Maintained accurate records of customer cell phone repairs and service requests.
  • Programmed SIM cards for customers' new or existing cell phone plans according to their requirements.
  • Assisted customers with troubleshooting data connection issues related to their cell phones.
  • Took inbound calls for billing and new device setup
  • Resolved customer complaints about the performance of their cell phones in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Made decisions about errors that were made in billing and orders

Tech Coach Rep

Asurion
Nashville, TN
04.2014 - 04.2015
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Took in bound calls for tech support for Verizon Customers
  • Trained weekly on the newest tech information
  • Diagnosed system errors and implemented solutions to resolve them.

CSR

Sprint
Nashville, TN
10.2011 - 04.2014
  • Completed new OS installations on phones, tablets and laptops.
  • Took inbound billing and tech calls for Sprint customers
  • Performed complete phone erasures and factory resets, debugged problems and refurbished devices.
  • Assisted customers with troubleshooting data connection issues related to their cell phones.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Support agent while supervisors were out of the office

Front Desk/Room Reservations Agent

Gaylord Opryland Resort & Convention Center
Nashville, TN
06.1995 - 08.2003
  • Managed cash drawer responsibly throughout shift.
  • Checked customers into the hotel and out of the hotel.
  • Did room checks to be sure they were ready for guest.
  • Room Reservatons were entered via fax or by inbound calls
  • Verified accuracy of room rates and other charges during check-in process.
  • Facilitated successful front desk operations for high-volume hotel.
  • Posted charges, updated accounts and issued bills to departing guests.

Education

High School Diploma -

Mcgavock High School
Nashville, TN

Skills

  • Data Entry
  • Payment Processing
  • Customer Service
  • Email Correspondence
  • Customer Relations
  • Problem Resolution
  • Senior Leadership Support
  • Inbound Customer Service
  • Documentation and Reporting
  • Call Documentation
  • Account Management
  • Promotional Support
  • Customer Data Confidentiality
  • Billing Adjustments and Refunds
  • MS Office
  • Call Metrics
  • Understanding Customer Needs
  • Office Equipment Proficiency
  • Data Evaluation
  • Credit Card Payment Processing
  • Document and Records Management
  • Service Upselling
  • Multi-Line Phone Systems
  • Account Updates
  • LiveChat Messaging
  • Product and Service Knowledge
  • System Implementation
  • Customer Account Management
  • Guest Services

Timeline

Customer Care Advocate

Verizon Wireless
04.2015 - 08.2023

Tech Coach Rep

Asurion
04.2014 - 04.2015

CSR

Sprint
10.2011 - 04.2014

Front Desk/Room Reservations Agent

Gaylord Opryland Resort & Convention Center
06.1995 - 08.2003

High School Diploma -

Mcgavock High School

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Emily Parman