Emily Ray
Huntington,WV
Summary
Customer-focused Customer Service Representative with 7+ years of experience supporting enterprise clients, universities, healthcare members, utilities, and e-commerce customers. Experienced in B2B and B2C environments, including university procurement systems, vendor coordination, and healthcare insurance support. Highly skilled in Zendesk (Certified), Salesforce, Jira, Shopify, and HIPAA-compliant processes. Recognized for professionalism, adaptability, and delivering consistent, solution-driven support in fast-paced remote environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative (Contract)
Garrett Brands
11.2025 - Current
- Support customers for a premium food and corporate gifting brand through high-volume inbound calls and Zendesk tickets
- Resolve inquiries related to orders, shipping, refunds, and product information
- Process complex transactions including order modifications and address corrections
- Collaborate with internal logistics teams to track shipments and ensure timely delivery
- Maintain high service standards during peak holiday seasons while meeting strict SLAs
Customer Service Representative (B2B / University Accounts)
America To Go
07.2023 - 11.2025
- Supported university and institutional clients, coordinating catered meal services for campus events
- Worked directly with university procurement departments, placing and managing orders through internal systems and BearBuy
- Coordinated between universities and external vendors to ensure accurate fulfillment and on-time delivery
- Managed high volumes of phone and email inquiries while maintaining professionalism and attention to detail
- Utilized Zendesk, Jira, Microsoft Office, and Windows-based systems daily
Customer Service Representative (Healthcare Insurance)
AmeriBen / IEC Group
06.2022 - 07.2023
- Supported members affiliated with Elevance Health, assisting with healthcare benefits, eligibility, and claims inquiries
- Provided clear, accurate benefit explanations while maintaining strict HIPAA compliance
- Scheduled appointments and monitored physician-related services
- Handled inbound and outbound calls and email correspondence
Customer Service Representative (E-commerce & Logistics)
Vcare Technology
05.2021 - 07.2022
- Supported a national footwear brand in a fast-paced e-commerce environment
- Managed customer tickets using Zendesk related to orders, returns, and shipping issues
- Coordinated with FedEx and USPS to resolve delivery problems
- Reviewed and updated order details through Shopify, ensuring accuracy and customer satisfaction
Customer Service Representative - Multi-Client Support
GC Services
Huntington, WV
02.2019 - 04.2021
- Client: Kroger (Retail → Product & Technical Support)
- Provided customer service support for a major national retail brand
- Advanced from retail-focused support into product and technical support, assisting customers with digital tools and online troubleshooting
- Researched and resolved escalated issues using internal systems
- Documented all customer interactions according to SOPs
- Client: Entergy (Electric Utility Services)
- Supported customers for a large electric utility provider
- Used Salesforce to manage customer accounts, service requests, and documentation
- Started and stopped electrical services and processed account changes
- Assisted with billing inquiries, reported outages, and escalated emergency issues appropriately
Store Associate
Zipzone Express
Catlettsburg, KY
08.2018 - 11.2018
- Opened and closed store, managed cash drawers, and completed bank deposits
- Assisted customers with purchases and resolved concerns efficiently
- Maintained organized product displays and clean showroom standards
Customer Service Representative
Marco's Pizza
Huntington, WV
03.2018 - 06.2018
Education
High School Diploma -
Spring Valley High School
Huntington, WVSkills
- Customer Support (Phone, Email, Ticketing)
- B2B & B2C Client Support
- University Procurement Systems (BearBuy)
- Vendor Coordination & Order Fulfillment
- Zendesk
- Jira
- Salesforce
- CRM Systems
- Healthcare Benefits & Insurance Support (HIPAA)
- Elevance Health Member Support
- E-commerce & Logistics Operations
- Utility Billing, Outages & Account Services
- Issue Escalation & Resolution
- Microsoft Office
- Google Workspace
- Slack
- Teams
- Zendesk management
- billing inquiries
- product knowledge
Certification
- Zendesk Training Completion Certificate
- Food Handler Certification
Awards
Volunteer of the Year - Special Olympics, 2017, Recognized for outstanding volunteer service and teamwork
Personal Information
Authorized To Work: U.S.
Timeline
Customer Service Representative (Contract)
Garrett Brands
11.2025 - Current
Customer Service Representative (B2B / University Accounts)
America To Go
07.2023 - 11.2025
Customer Service Representative (Healthcare Insurance)
AmeriBen / IEC Group
06.2022 - 07.2023
Customer Service Representative (E-commerce & Logistics)
Vcare Technology
05.2021 - 07.2022
Customer Service Representative - Multi-Client Support
GC Services
02.2019 - 04.2021
Store Associate
Zipzone Express
08.2018 - 11.2018
Customer Service Representative
Marco's Pizza
03.2018 - 06.2018
High School Diploma -
Spring Valley High School