EMMA S. BONEY
Jonesboro,GA
Summary
Experienced Work @ Home Customer Service Agent with minimum supervision, taking calls inbound and outbound. Skilled in analyzing client needs; and recommending appropriate services. Excellent interpersonal and communication skills. Sensitive to client needs. Honest, energetic, hardworking, also detailed oriented.
Overview
15
15
years of professional experience
Work History
Support Now CSR
TRC Staffing / Chick-Fil-A
Atlanta, GA
02.2023 - Current
- Exhibited high energy and professionalism when dealing with clients and staff.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions 100% to stay informed about product updates and changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Identified issues, analyzed information and provided solutions to problems
Customer Service Representative
Lancesoft Staffing - Alight
Lilburn, GA
10.2022 - 11.2022
- Two monitor screens were used to access customers' accounts and programs
- Worked simultaneously
- Schedule clients appoints for enrolling in their enrollment benefits for 2023 benefits year
- Work on TRAX system, Noble system for inputting employee's information
- Under limited supervision, Handles incoming calls and emails
- Receives, evaluates, and answers employees' inquiries of moderately complex nature
- Adheres to company policy, attendance and punctuality, flexible time availability to accommodate work schedule and call center
- Worked overtime hours for company needs to help with AHS time.
Customer Service Representative
Volt Services Group - VSP Vison Service Plan
Stone Mountain, GA
09.2021 - 02.2022
- VSP Vision Care – Work from home
- Two monitor screens were used to access customers' accounts and programs
- Worked simultaneously on different platforms in VSP, Outlook, Verint, and Sofi
- Transferred customer calls to appropriate department as needed
- Assisted customers with online support steps and reference tools for logging into their accounts
- Adheres to company policy, attendance and punctuality, flexible time availability to accommodate work schedule and call center
- Worked overtime hours for company needs to help with AHS time
- Made sure members VISION PLANS were 100% correct by verifying information with applicant's ID numbers while speaking with them.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Appleone Staffing - Inktel
Stone Mountain, GA
05.2021 - 07.2021
- Work from home 100% with minimum supervision-Fl.
- Worked two monitor screens to access customers' accounts and programs
- Answered phones and retrieve their information for applying for OURFLORIDA.COM
- Direct customer calls to appropriate department as needed
- Provide insight and support with upcoming steps, reference tools and information
- Represented INKTEL in professional and courteous manner with all customers
- Adheres to company policy, attendance and punctuality, flexible time availability to accommodate work schedule
- Made sure applications were correct by matching paperwork with applicant's ID numbers
- Worked on company platforms, asked probing questions to determine best solution.
Receptionist /Customer Service Representative
Volt Services Group - Anixter
Doraville, GA
02.2020 - 05.2020
- Worked two monitor screens to access customer's account and inventory products in store
- Answered phones for salesmen and retrieve their messages
- Direct customer calls to appropriate department as needed
- Answered phones to give customers pricing and information on products in store
- Represented Anixter in professional and courteous manner with all customers
- Adheres to company policy, attendance and punctuality, flexible time availability to accommodate work schedule
- Greeted customers that came in store to pick up their products ordered
- Made sure their orders were correct by matching paperwork and item ID's number
- Worked on company platforms, Used Word, and Excel to input customers information in daily log.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Customer Service Representative
Insight Global - Ricoh
Tucker, GA
04.2019 - 10.2019
- Processes incoming customer requests in ORACLE platform
- Trained on all phone queues used for support of Ricoh's ordering of printer's supplies
- Processes return authorization requests as needed through ORACLE platform
- Maintains database integrity by ensuring verification of customer information and file maintenance (i.e., contact information, customer account changes, address, phone #, equipment ID#, etc.)
- Directs customer calls to appropriate department as needed
- Recognizes and follows up on additional information for Ricoh's customers
- Continuously represents Ricoh in professional, prompt and courteous manner with all customers
- Adheres to company policy relating to attendance and punctuality
- Allow for flexible time availability to accommodate work schedule
- Responsible for assisting with technical issues, troubleshooting for My Ricoh Web through ORACLE platform.
Education
Associate of Arts - Liberal Arts
Pierce Community College
Woodland, CA05.2024
Associate of Arts - Medical Assisting
Everest Institute - Atlanta Downtown
Atlanta, GA01.2010
High School Diploma -
First Coast Academy
Jacksonville, FL09.2003
Skills
- Dedicated and careful; high level of accuracy and attention to detail
- Multitasking and Prioritization
- Responding to Difficult Customers
- Detailed orientated
- Strong communication skills
- Dependable and reliable
- Upbeat and Positive Personality
- Excellent multi-tasker
- Star employee within 1st week on floor
- Technical support knowledge
- Knowledge of support equipment
- Accounting knowledge
- Customer service and support
Timeline
Support Now CSR
TRC Staffing / Chick-Fil-A
02.2023 - Current
Customer Service Representative
Lancesoft Staffing - Alight
10.2022 - 11.2022
Customer Service Representative
Volt Services Group - VSP Vison Service Plan
09.2021 - 02.2022
Customer Service Representative
Appleone Staffing - Inktel
05.2021 - 07.2021
Receptionist /Customer Service Representative
Volt Services Group - Anixter
02.2020 - 05.2020
Customer Service Representative
Insight Global - Ricoh
04.2019 - 10.2019
Associate of Arts - Liberal Arts
Pierce Community College
Associate of Arts - Medical Assisting
Everest Institute - Atlanta Downtown
High School Diploma -
First Coast Academy
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