Emma Gomez
Lyons,NY
Summary
A dedicated Customer Care Advocate with a proven track record, excelling in problem resolution and customer relations. Recognized for enhancing team efficiency through coaching and documentation skills. Committed to first call resolution, ensuring customer satisfaction while adapting to diverse needs. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
10
10
years of professional experience
Work History
Customer Care Advocate
Excellus BCBS
06.2023 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Navigated multiple computer systems and applications to find information.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Cashier
Wegmans
07.2015 - 06.2023
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Answered questions about store policies and addressed customer concerns.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Worked with floor team and managers to meet wide range of customer needs.
Early Childhood Educator
Wayne ARC
03.2020 - 03.2023
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Communicated with parents and other staff about student progress.
- Gave one-on-one attention to children while maintaining overall focus on entire group.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
- Assessed student progress and provided feedback on educational development.
Education
No Degree - Education
SUNY College At Oswego
Oswego, NYChild Development Associates - Education
Cypherworx
Rochester, NY03-2022
High School Diploma -
Newark Senior High School
Newark, NY06-2018
Skills
- Follow-up skills
- Documentation and reporting
- Customer relations
- Problem resolution
- Adaptability and flexibility
- First call resolution
- Customer relationship management
- Coaching
- Punctuality and reliability
Timeline
Customer Care Advocate
Excellus BCBS
06.2023 - Current
Early Childhood Educator
Wayne ARC
03.2020 - 03.2023
Cashier
Wegmans
07.2015 - 06.2023
No Degree - Education
SUNY College At Oswego
Child Development Associates - Education
Cypherworx
High School Diploma -
Newark Senior High School
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