Emma Maurice
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
16
16
years of professional experience
Work History
Lead Customer Service Operations Specialist
Medlogix
11.2014 - Current
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Documented and detailed calls and complaints using call center's CRM database.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Cross-trained and provided backup support for organizational leadership.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Educated customers about billing, payment processing and support policies and procedures.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Assistant Manager
Toys"R"Us
06.2012 - 11.2014
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Defined clear targets and objectives and communicated to other team members.
Customer Service Representative
Wawa
06.2009 - 05.2012
- Delivered prompt service to prioritize customer needs.
- Greeted customers at counter to fulfill requests and answer questions.
- Cross-trained and backed up other customer service managers.
- Exhibited high energy and professionalism when dealing with customers.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Set up and broke down food service lines quickly to maintain service flow.
Education
Associate of Science -
Mercer County Community College
Skills
- Excellent communication talents
- Operational excellence
- Cross-functional communication
- Case management
- Operational efficiency
- Documentation and reporting
- Microsoft outlook, word, and Excel
Languages
French
Timeline
Lead Customer Service Operations Specialist
Medlogix
11.2014 - Current
Assistant Manager
Toys"R"Us
06.2012 - 11.2014
Customer Service Representative
Wawa
06.2009 - 05.2012
Associate of Science -
Mercer County Community College
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