Emily Randolph
Oak Ridge,43
Summary
Knowledgeable and dedicated customer service professional who thrives in chat and email communication.
Solid team player with outgoing and positive demeanor and proves skills in establishing rapport with clients and consumers. While I do display these qualities in calls, the real quality comes in the form of quality scores, in which my metrics in chat are always above the 90th percentile, typically between 97%-100%. I am exclusively looking for chat and email positions,with minimal call and phone time.
Overview
9
9
years of professional experience
Work History
Live Chat Agent
Alorica
Irvine, CA
07.2021 - Current
- Handled inbound customer chat conversations from various websites.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Provided online demonstrations to educate customers on product features and online help resources.
- Developed exemplary writing skills through continued correspondence with upwards of 75 customers per day.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
Sitel
Knoxville, TN
11.2020 - 02.2021
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Recommended products to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Updated account information to maintain customer records.
- Processed customer adjustments to maintain financial accounts.
Manager
Jackson Square Meals
Oak Ridge, TN
08.2012 - 03.2020
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Maintained professional, organized and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Education
High School Diploma -
Oliver Springs High School
Oliver Springs, TN05.2012
Skills
- Interpretation and Translation Services
- Issue and Complaint Resolution
- Order and Refund Processing
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Customer Retention Strategies
- Online Chat
- Needs Assessment
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Call Documentation
- Quality Assurance Evaluation
Accomplishments
- Utilized outstanding writing skills to answer customer questions and help them find accurate resources.
- Provided effective solutions to customer complaints via online chat, helping to decrease the amount of customer service calls.
- Promoted to chat agent for answering phone inquiries with poise and compassion over a 3-month period.
- Assisted customers with navigating the website for alorica client, leading them to products and services that met their needs.
- Supervised team of 20 staff members.
Timeline
Live Chat Agent
Alorica
07.2021 - Current
Customer Service Representative
Sitel
11.2020 - 02.2021
Manager
Jackson Square Meals
08.2012 - 03.2020
High School Diploma -
Oliver Springs High School
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