Summary
Work History
Education
Skills
Work Availability
Accomplishments
Timeline
Receptionist

Emma Sowder

Customer Service Representative
Loveland,OH

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Work History

Billing Adjustments

Macys Credit And Customer Service
Mason, OH
01.2022 - 06.2023
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Made outbound calls to obtain account information.

Customer Service Representative

Acceptance Now
Springdale, OH
02.2020 - 06.2023
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.

Customer Service Representative

US Bank
Cincinnati, OH
08.2022 - 11.2022
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Customer Service Representative

Kroger Pharmacy
Blue Ash, OH
12.2018 - 12.2019
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Educated customers on special pricing opportunities and company offerings.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Customer Service Representative

Walgreens
Loveland, OH
09.2018 - 11.2018


  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Trained new team members in cash register operation, stock procedures and customer services.
  • Answered product questions with up-to-date knowledge of sales and store promotions.

Customer Service Representative

Fifth Third Bank Call Center
Cincinnati, OH
10.2015 - 08.2017
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.

Education

Certified - Computer Programming

Southern Ohio College
Cincinnati, OH
09.1982

Skills

  • Billing Dispute Resolution
  • Accounts Receivable Expertise
  • Verbal and Written Communication
  • Office Equipment Proficiency
  • Data Entry and Maintenance
  • Invoicing Proficiency
  • Credit Card Payment Processing
  • Customer Account Management

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Created highly effective new program that significantly impacted efficiency and improved operations while employed at Ford Motor Credit Bankruptcy division
  • Exceeded sales goals by average of 30% in 2020 for Acceptance Now Furniture Leasing.
  • Developed relationships with 80 new clients and typically exceeded sales goals by 30% while employed at Acceptance Now.
  • Received many awards for attendance and customer service while at Fifth Third Bank and Macys.
  • Became coach for new hires while at Fifth Third Bank.

Timeline

Customer Service Representative

US Bank
08.2022 - 11.2022

Billing Adjustments

Macys Credit And Customer Service
01.2022 - 06.2023

Customer Service Representative

Acceptance Now
02.2020 - 06.2023

Customer Service Representative

Kroger Pharmacy
12.2018 - 12.2019

Customer Service Representative

Walgreens
09.2018 - 11.2018

Customer Service Representative

Fifth Third Bank Call Center
10.2015 - 08.2017

Certified - Computer Programming

Southern Ohio College

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Emma SowderCustomer Service Representative