Emma Van Huss
Springfield,IL
Summary
Dedicated professional with extensive experience in customer service and team supervision. Skilled in training new team members, enhancing customer satisfaction, and maintaining high operational standards. Eager to gain more knowledge and skills to be the best I can be.
Overview
6
6
years of professional experience
Work History
Customer Advocate
Blue Cross Blue Shield of Illinois
Springfield, IL
09.2024 - Current
- Contributed to training new team members on customer service protocols.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing information.
- Adapted quickly to changes in policies, ensuring compliance with regulations.
- Assisted members in understanding healthcare benefits and options.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
- Collaborated with team members to ensure consistent high-quality service delivery across the organization.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
Shift Supervisor
Starbucks
Springfield, IL
11.2020 - 09.2024
- Supervised daily operations to ensure efficient service flow and high-quality customer experiences.
- Managed inventory levels, ordering supplies, and minimizing waste to enhance productivity.
- Developed and enforced standard operating procedures to maintain consistency across shifts.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Enforced company policies and regulations with employees.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.
- Managed inventory and ordered product to keep location well stocked with necessary supplies.
Cashier
Dollar General
Riverton, IL
04.2020 - 10.2020
- Maintained accurate cash drawer balances, minimizing discrepancies.
- Assisted in inventory management by restocking shelves and organizing products.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Collaborated with team members to ensure a clean and organized store environment.
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Education
High School Diploma -
Riverton High School
Riverton, ILSkills
- Customer services
- Conflict resolution
- Educating customers
- Complaint handling
- Customer research
- Inventory control
- Inbound call management
- Teamwork and collaboration
- Policies and procedures adherence
- Problem-solving skills
- Multitasking Abilities
- Calm and professional under pressure
- Computer skills
- Organizational skills
- Phone etiquette
- Call center experience
- Task prioritization
- Self motivation
- Time management abilities
- Continuous improvement
- Adaptability
- Cash handling
- Employee training
- Inventory control and record keeping
- Positive attitude
- Performance metrics
Timeline
Customer Advocate
Blue Cross Blue Shield of Illinois
09.2024 - Current
Shift Supervisor
Starbucks
11.2020 - 09.2024
Cashier
Dollar General
04.2020 - 10.2020
High School Diploma -
Riverton High School