Emma Goines
Robbinsdale,MN
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
16
16
years of professional experience
Work History
Customer Service Representative (Remote)
Medical Transportation
11.2022 - Current
- Managing inbound calls from patients, healthcare providers, and other stakeholders.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Schedule and reschedule non emergency medical transportation services.
- Verifying eligibility, addressing inquires regarding transportation needs.
- Managed approximately 60 incoming calls, emails and faxes per day.
Customer Service Representative
Frontier Airlines
02.2019 - 11.2022
- Enhanced passenger satisfaction by efficiently managing check-in and check-out process.
- Printing boarding passes.
- Addressing delays and cancellations of flights.
- Handling accessibility request.
- Reporting lost and found items.
- Following federal and state guidelines.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Personal Care Assistant
Minnesota Independent Living Services
11.2010 - 02.2019
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce risk of injury for both parties.
- Built strong relationships with clients to deliver emotional support and companionship.
General Associate
Wells Fargo
10.2008 - 11.2010
- Manage customers accounts.
- Participated in ongoing training programs to stay updated on company policies, products, and industry trends.
- Demonstrated flexibility in adapting to changing priorities during high-traffic periods or promotional events.
- Fostered strong relationships with customers by taking th time to understand their needs fully before offering tailored solutions.
Education
High School Diploma -
Minnesota Virtual High School
Minneapolis, MN06.2008
Skills
- Customer Service
- Problem-solving abilities
- Data Entry
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Money handling abilities
- Appointment Scheduling
Timeline
Customer Service Representative (Remote)
Medical Transportation
11.2022 - Current
Customer Service Representative
Frontier Airlines
02.2019 - 11.2022
Personal Care Assistant
Minnesota Independent Living Services
11.2010 - 02.2019
General Associate
Wells Fargo
10.2008 - 11.2010
High School Diploma -
Minnesota Virtual High School
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