Summary
Overview
Work History
Education
Skills
Timeline
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Emily Winfrey

Dothan,AL

Summary

Dynamic Call Center Representative with a proven track record at Blue Cross Blue Shield of Massachusetts, excelling in customer support and complaint resolution. Skilled in data entry and coaching, I consistently exceeded performance metrics, demonstrating exceptional problem-solving and mentoring abilities. My leadership and relationship-building skills enhanced team efficiency and customer satisfaction. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

3
3
years of professional experience

Work History

Call Center Representative

Blue Cross Blue Shield of Massachusetts
101 Huntington Ave #1300, Boston, MA 02199
08.2023 - Current
  • Manage high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handle escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Master multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Learned excellent leadership skills by becoming a cohort and gave new hires coaching opportunities.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Collaborated with new hires to share best practices and improve overall team performance in meeting targets.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.

Call Center Customer Service Representative

Optum, UnitedHealth Group
P.O. Box 9472, Minneapolis, MN 55440-9472
04.2022 - 07.2023
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Education

High School Diploma -

Dothan High School
3209 Reeves St, Dothan, AL 36303
05.2021

Skills

  • Problem-solving skills
  • Customer Support
  • Data Entry
  • Complaint resolution
  • Training experience
  • Customer Service
  • Calm and Professional Under Pressure
  • Relationship Building
  • New Employee Training
  • Coaching and Mentoring

Timeline

Call Center Representative

Blue Cross Blue Shield of Massachusetts
08.2023 - Current

Call Center Customer Service Representative

Optum, UnitedHealth Group
04.2022 - 07.2023

High School Diploma -

Dothan High School
Emily Winfrey