Emily Young
Monticello,KY
Summary
Extensive education accompanied by certifications, proven track record in enhancing customer satisfaction and streamlining operations, demonstrated during tenure at Senture, LLC. Excelled in complex problem-solving and professional communication, significantly improving inbound call management. Expertise in data entry and customer service support, achieving high performance evaluations at TJ Maxx. Skilled in workforce management, communications, software applications, consistently delivering results beyond expectations.
Overview
4
4
years of professional experience
Work History
Inbound Call Center Representative
Senture, LLC
07.2023 - Current
- Resolved complaints to satisfy customers and encourage future transactions.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Facilitated communication between customers and other departments to facilitate resolution.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Followed standard operating procedures when handling customer problems and complaints.
Coordinator
TJ Maxx, TJX Companies
01.2021 - 07.2023
- Entered data, generated reports, and produced tracking documents.
- Gathered and organized materials to support operations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Kept high average of performance evaluations.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Facilitated high volumes of cash, credit, and gift card transactions, verifying cash drawer balance at end of each shift.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Education
Bachelor of Science - Criminal Justice
Eastern Kentucky University
Richmond, KY12.2024
Wayne County High School
Monticello, KY05.2021
Skills
- Knowledgebase software
- Data center communication
- Professional Communication
- Documentation And Reporting
- Data Entry
- Customer service support
- Customer service excellence
- Workforce Management
- Verbal and written communication
- Complex Problem-Solving
- Software Applications
Timeline
Inbound Call Center Representative
Senture, LLC
07.2023 - Current
Coordinator
TJ Maxx, TJX Companies
01.2021 - 07.2023
Bachelor of Science - Criminal Justice
Eastern Kentucky University
Wayne County High School
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