Emily Thacker
Richmond,US
Summary
Proven professional with a track record of enhancing customer satisfaction at Senture through empathetic complaint resolution and effective conflict management. Skilled in data entry and active listening, adept at leveraging critical thinking to solve complex problems. Demonstrated success in training development, boosting team efficiency and customer loyalty.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Senture
01.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 60+ calls per workday.
Behavior Technician
Excel ABA
09.2022 - 12.2022
- Monitored client progress to provide continued guidance and consistent feedback to families.
- Improved client communication skills through the use of evidence-based practices and techniques.
- Assessed client progress regularly, adjusting intervention strategies as needed to ensure continued growth and development.
- Provided direct support during community outings, facilitating appropriate social interactions among peers while practicing newly acquired skills within real-world contexts.
- Enhanced client progress by implementing individualized behavior intervention plans.
- Trained clients to apply appropriate social skills and behavior modification techniques.
- Documented interventions, assessments and progress reports on database to enable tracking history and maintain consistent records.
- Maintained detailed records of client behaviors and interventions, ensuring accurate tracking of progress over time.
- Assisted in data collection and analysis, contributing to the ongoing evaluation of client progress.
- Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
Nurse Aide
Morning Pointe Assisted Living
02.2022 - 09.2022
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maintained and organized patient rooms and communal spaces to minimize environmental and safety hazards.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Kept accurate records of patients' care, condition, and progress.
- Supported needs of 10+ residents under long-term care.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA05.2020
Skills
- Customer Service
- Active Listening
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Customer Relations
- Complaint Handling
- Critical Thinking
- Customer satisfaction measurement
- Medical Terminology
- Call center experience
- Professional telephone demeanor
- Training development aptitude
Timeline
Customer Service Representative
Senture
01.2023 - Current
Behavior Technician
Excel ABA
09.2022 - 12.2022
Nurse Aide
Morning Pointe Assisted Living
02.2022 - 09.2022
High School Diploma -
Penn Foster Career School
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