Emma Strong
Summary
Certified psychologist in the nation of Panama, with a BS in Psychology from the Metropolitan University of Education, Science, and Technology (UMECIT). Seven years of banking experience with extensive knowledge of accounting practices, Alternative Dispute Resolution, claims and transactions investigations, internal and external systems operations, trainer in several systems, mediation between clients and banks, mass email notifications and card replacements, and B2B communications between both domestic companies and international companies throughout Latin America. Remote customer service and collections experience with Metro by T-Mobile. 14 years of volunteer teaching, work, and missionary experience.
Quote
Luck is hard work disguised as success.
Overview
13
13
years of professional experience
Work History
Customer Service, Sales, and Collection Rep.
Star Contact for Metro by T-Mobile
05.2022 - 03.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Contributed to sales growth by upselling products and services based on individual customer requirements
Operational Assistant I
Banistmo Bank
07.2015 - 04.2022
- Specialist in the Asociación Panameña de Crédito (Panamanian Credit Association)
- Assisted in all functions of the Customer Requirement Department
- Oversaw internal and external systems related to claims, requests, database updates, and product research
- Investigated domestic and international credit card claims and POS transactions
- Investigated transactions made and not compensated
- Communicated with suppliers
- Oversaw the national and international mass shipping of customer credit cards
- Worked with multiple loan systems in research and claims
- Created accounting templates and labels
- Analyzed national and international transactions
- Covered my supervisor's work duties when gone on month-long annual leave
- Provided customer service via email, phone, and letter
- Responsible for B2B communications between domestic companies and other banks and clients throughout Latin America
Voluntary Missionary Services
The Church Of Jesus Christ Of Latter-day Saints
09.2013 - 03.2015
- Strengthened faith
- Taught principles that allowed individuals and families to contribute more effectively to society
- Provided tools and techniques for self-sufficiency
- Oversaw groups of missionary leaders and gave regular trainings
Psychological Therapy Assistant
Ministry of Health
01.2012 - 03.2013
- Volunteer group therapy leader
- Experience managing people with violent behavior and extending therapy
Volunteer Assistant
Employment Services Center, The Church of Jesus Christ of Latter-day Saints
01.2010 - 11.2012
- Assisted people in finding employment, improving resumes, and learning marketable skills
- Administered psychological tests to match candidates with appropriate employment
- Facilitated self-sufficiency workshops
- Designed jobs fairs
- Updated employment databases
- Wrote reports and aided in grant requests
- Improved team efficiency by assisting in scheduling, logistics planning, and other administrative tasks
Education
Bachelor of Science - General Psychology
Metropolitan University of Education, Science And Technology
12-2022
High School Diploma -
Giordano Bruno School
01-2010
Skills
- Superb customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Leadership and training
- Computer proficiency
- Team collaboration
- Data entry
- Data collection
- Critical thinking
- Call center experience
- Complaint resolution
- Payment processing
- Administrative support
- Sales expertise
- Credit adjustments
- Technical support
Timeline
Customer Service, Sales, and Collection Rep.
Star Contact for Metro by T-Mobile
05.2022 - 03.2023
Operational Assistant I
Banistmo Bank
07.2015 - 04.2022
Voluntary Missionary Services
The Church Of Jesus Christ Of Latter-day Saints
09.2013 - 03.2015
Psychological Therapy Assistant
Ministry of Health
01.2012 - 03.2013
Volunteer Assistant
Employment Services Center, The Church of Jesus Christ of Latter-day Saints
01.2010 - 11.2012
Bachelor of Science - General Psychology
Metropolitan University of Education, Science And Technology
High School Diploma -
Giordano Bruno School
Languages
Spanish
Native or Bilingual
English
Professional Working
Interests
Learning and perfecting new skills