Anna M. Emerson
Helena,MT
Summary
Expert Customer Service Agent. 25 years of experience in the multifaceted art of assisting people express what they need and then finding the path necessary to achieve that goal with them. I am a kind, calm, patient and intelligent woman who genuinely enjoys helping others in what sometimes can be difficult situations. I learn quickly and adapt easily.
Overview
26
26
years of professional experience
Work History
Assistant Teacher
Caterpillar’s/YWCA of Helena Daycare
Helena, MT
02.2023 - 05.2024
- Supported emotional development of children aged zero to five, addressing trauma-related challenges.
Facilitated play activities for infants and toddlers to enhance motor skills and cognitive recognition.
Conducted mealtime routines to teach basic manners and proper silverware handling.
Provided individualized support during emotional distress, allowing space for self-regulation.
Utilized physical holds when necessary to ensure safety for children and peers.
Collaborated with team members across three rooms: Baby, Toddler, and Preschool.
Fostered a nurturing environment focused on love, compassion, and empathy.
Sales and Office Manager
Montanasky Internet
Helena, MT
09.2000 - 10.2007
- Executed technical support via phone for small internet service provider.
Adapted responsibilities to include onsite service and sales during growth phase.
Recognized for contributions with promotion to Sales and Office Manager.
Marketed DSL, dial-up, web development, and networking services effectively.
Developed strong listening skills to uncover client requirements.
Repeated client concerns to validate comprehension and provide suitable solutions.
Customer Service Representative
Stream International
Helena, MT
05.1998 - 09.2000
- Performed customer support for Microsoft Dialup and NameSecure via phone and email.
Demonstrated kindness and compassion in calls, improving customer experiences.
Followed scripts effectively while preserving conversational authenticity.
Acquired valuable experience with computers and the internet in a call center environment.
Skills
- Trauma-informed care
- Behavior management
- Customer relationship management
- Technical support
- Active listening
- Emotional intelligence
- Effective communication
- Time management
- Problem solving
- Calm under pressure
- Cultural awareness
Hobbies and Interests
- Drawing
- Reading
References
- Jesse Heidi, Clinical Director, YWCA Helena, 406-634-3403, jesse@ywcahelena.org, I worked with Jesse at Caterpillar’s Club house. She can attest to my caring nature and ability to handle stressful situations.
- Stasia Reid, Manager, Del’s Bar, 406-253-6020, Manager of Dels. She was my boss and we worked together for about 8 years. She can attest to my work ethic, multitasking abilities and attention to detail.
- Lune Axelsen, Former Customer, MontanaSky, Lune owned a small advertising business called Lunar Productions. She was one of our first clients in the Flathead Valley. She can attest to my customer service abilities and attention to detail. Also my ability listen and work toward the best solution in any situation.
Timeline
Assistant Teacher
Caterpillar’s/YWCA of Helena Daycare
02.2023 - 05.2024
Sales and Office Manager
Montanasky Internet
09.2000 - 10.2007
Customer Service Representative
Stream International
05.1998 - 09.2000