Emily Pike
Corning,NY
Summary
Personable and dedicated Customer Service Representative with extensive experience in the customer service industry. Solid team player with upbeat, positive attitude 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, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Authorized to work in the US for any employer
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
Forkardt Hardinge
Elmira, NY
01.2025 - Current
- Resolved complex customer inquiries, improving retention rates through effective problem-solving strategies.
- Streamlined communication processes, reducing response times and increasing efficiency.
- Resolved complex customer inquiries, enhancing overall satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline communication and processes.
- Escalated issues to proper supervisors when standard processes were not effective.
Office Assistant
Casella Waste Systems, Inc.
02.2024 - Current
- Scale operator
- Office tasks
- Cash drawer & daily deposits
Customer Service & Route Coordinator
Culligan Water-Elmira, NY
Elmira, NY
07.2022 - 02.2024
- Phone and email correspondence
- Scheduling deliveries
- Prepping next day route deliveries
- Reconciling prior day route deliveries
- Coordinating Route Delivery Schedules
- Scheduling service maintenance
- Bill payments
Veterinary Assistant
Lake Road Animal Hospital-Horseheads, NY
Horseheads, NY
04.2021 - 07.2022
- Patient handling
- Running labs
- Scheduling appointments
- Phone and email correspondence
- Assist with procedures and appointments
Medical Office Assistant
ARNOT HEALTH-Corning, NY
Corning, NY
01.2020 - 04.2021
- Collected forms, copied insurance cards to coordinate patient information for billing and insurance processing.
- Ensured patient confidentiality in alignment with HIPAA protocols.
- Registered patients and scheduled appointments.
- Maintained confidentiality of records relating to clients' treatment
- Cleaned, restocked, and prepared exam rooms and medical equipment.
- Scheduled appointments for patients via phone and in person.
- Collected information, verified insurance, and collected co-payments for an average of 50 patients each day.
- Prepared treatment rooms for patients, including cleaning surfaces and restocking supplies.
Senior Customer Service Representative
WAYFAIR-Big Flats, NY
Big Flats, NY
05.2019 - 12.2019
- Cultivated strong value-added relationships with customers by delivering product knowledge to drive business development
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Reviewed account and service histories to identify trends and issues
- Documented conversations with customers to track requests, problems and solutions
- Addressed customer service inquiries quickly and accurately
- Monitored customer accounts to track outstanding issues and implement new solutions.
- Educated customers about products, pricing and policies to address and resolve issues.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Education
High School Diploma -
Thomas A Edison High School
Elmira Heights, NY, US06.2007
Skills
Customer support
Complaint resolution
Payment processing
Staff training
Order fulfillment
Conflict management
Call center experience
De-escalation techniques
Live chat support
Returns and exchanges
Email management
Customer relations
Teamwork and collaboration
Relationship building
Customer account management
Product knowledge
Order processing
Timeline
Senior Customer Service Representative
Forkardt Hardinge
01.2025 - Current
Office Assistant
Casella Waste Systems, Inc.
02.2024 - Current
Customer Service & Route Coordinator
Culligan Water-Elmira, NY
07.2022 - 02.2024
Veterinary Assistant
Lake Road Animal Hospital-Horseheads, NY
04.2021 - 07.2022
Medical Office Assistant
ARNOT HEALTH-Corning, NY
01.2020 - 04.2021
Senior Customer Service Representative
WAYFAIR-Big Flats, NY
05.2019 - 12.2019
High School Diploma -
Thomas A Edison High School