Emily Roy

Dunnville, KY *****

adq3mt@r.postjobfree.com

+1-270-***-****

Diligent customer support with experience managing phone, online and consultative communications with customers. Proactively identified every opportunity to build strong relationships with current and prospective customers to achieve satisfaction. Consistently exceeded customer support and service expectations by resolving issues quickly.

Customer Service Representative bringing top-notch skills in oral and SKILLS written communication, active listening and analytical problem-solving

• Help desk support skills. Enhances customer experiences by employing service-oriented

• Hardware and software installation behaviors, understanding customer desires and providing customized

• Network Component Installations solutions to build loyalty.

• Email account set up

• Staff education and training

• Travel coordination

Authorized to work in the US for any employer

Work Experience

Grill Cook/Line Cook

Huddle house - Russell Springs, KY

January 2021 to March 2021

Was lead cook on night shift for closing. Ran the entire kitchen including the main grill meat grill and egg grill waffle maker and the rest of the kitchen. Travel Care Professional

Teleperformance - Campbellsville, KY

November 2019 to February 2020

• Serviced american express card members accounts

• Travel included flights hotels and cars. • Virus and Malware Prevention

• Made outbound calls to card members.

• Processed credit payments

• Documentation and reporting

Server and Cashier

Sidelines Bar and Grill - Glasgow, KY

January 2017 to March 2017

• Processed POS transactions, including checks, cash and credit purchases or refunds.

• Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.

• Reviewed and resolved differences between accounting information and cash drawer.

• Counted cash in register drawer at beginning and end of shift.

• Assisted customers by answering questions and fulfilling requests.

• Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.

• Operated cash register for cash, check and credit card transactions with 100% accuracy.

• Used cash registers and POS systems to request and record customer orders and compute bills. Slam Operator

AMAZON FULLFILLMENT CENTERS - Campbellsville, KY

September 2012 to January 2013

Seasonal job. Made sure boxes were accurate and with no errors. If there were errors with the packages my job was to open the boxes and ensure the all items were in the package. Call Center Agent Software Subscription Tech

Sitel - Glasgow, KY

October 2011 to May 2012

Worked in s Software subscription answering the phone for customers who need their antivirus fixed.

• Log the information on customers issue and solution.

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.

• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.

• Educated customers on product and service details and information.

• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.

• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.

• Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.

• Received multiple positive reviews acknowledging dedication to excellent customer service.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Picking/Packing

AMAZON FULLFILLMENT CENTERS - Campbellsville, KY

October 2011 to December 2011

Seasonal job. Picked items out of the bins to be send to packing Education

High School Diploma

Casey County High School - Liberty, KY

August 2006 to June 2010

some college in Business Administration

Somerset Community College - Somerset, KY

Skills

• Help desk support

• Hardware and software installation

• Network Component Installations

• Email account set up

• Staff education and training

• Travel coordination

• Master calender management

• Bookkeeping

• Business administration

• Technical Analysis

• Virus and Malware Prevention

• Programming

• Customer service expert

• Desktop support

• Documentation and reporting

• Schedule Management

• Strategic Planning

• 52 WPM typing speed

• IT Support

• Operating Systems

• Customer Relationship Management

• Network Support

• Relationship Management

• Technical Support

• Microsoft Windows Server

• DHCP

• LAN

• Troubleshooting

• Leadership Experience (4 years)

• DNS

• WAN

• Active Directory

• Microsoft Exchange

• Citrix

• System Administration

• VPN

• PowerShell

• Salesforce (1 year)

• Cisco ISE (2 years)

• Automotive Diagnostics (4 years)

• Negotiation (10+ years)

• Cleaning Experience (10+ years)

• Mathematics (10+ years)

• Network Infrastructure

• VoIP

• Restaurant experience

Assessments

Sales Skills — Highly Proficient

September 2020

Influencing and negotiating with customers

Full results: Highly Proficient

Work Style: Conscientiousness — Highly Proficient

April 2020

Tendency to be well-organized, rule-abiding, and hard-working Full results: Highly Proficient

Call Center Customer Service — Highly Proficient

September 2020

Applying customer service skills in a call center setting Full results: Highly Proficient

Customer Focus & Orientation — Highly Proficient

March 2020

Responding to customer situations with sensitivity Full results: Highly Proficient

Basic Computer Skills: PC — Proficient

February 2020

Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.

Full results: Proficient

Attention to Detail — Proficient

May 2019

Identifying differences in materials, following instructions, and detecting details among distracting information.

Full results: Proficient

Customer Service — Proficient

March 2020

Identifying and resolving common customer issues

Full results: Proficient

Technical Support — Completed

September 2020

Performing software, hardware, and network operations. Full results: Completed

Verbal Communication — Highly Proficient

February 2020

Speaking clearly, correctly, and concisely

Full results: Highly Proficient

Memorization — Highly Proficient

March 2020

Committing product or merchandise information to memory and recalling it at a later time Full results: Highly Proficient

Written Communication — Highly Proficient

February 2020

Best practices for writing, including grammar, style, clarity, and brevity. Full results: Highly Proficient

Proficiency with Microsoft Office: Mail & Calendar (Mac) — Highly Proficient February 2020

Using Microsoft Office Mail and Calendar tools to manage workload. Full results: Highly Proficient

Following Directions — Highly Proficient

April 2020

Following multi-step instructions.

Full results: Highly Proficient

Composing & Sorting Email with Microsoft Outlook (PC) — Highly Proficient April 2020

Effectively composing and organizing email messages in Microsoft Outlook. Full results: Highly Proficient

Logic & Critical Thinking — Proficient

April 2020

Using logic to solve problems.

Full results: Proficient

Logic & Verbal Reasoning — Proficient

April 2020

Understanding the meaning of text, and identifying the relationships among words or concepts. Full results: Proficient

CRM Skills with Salesforce — Proficient

April 2020

Knowledge of Salesforce objects, fields, and processes. Full results: Proficient

Brand Ambassador — Proficient

April 2020

Promoting brand awareness and sales.

Full results: Proficient

Active Listening — Proficient

September 2020

Actively listening and appropriately responding in conversations Full results: Proficient

Inside Sales — Proficient

August 2020

Understanding and responding appropriately in sales scenarios, and performing common sales calculations

Full results: Proficient

Business Math — Proficient

April 2020

Using basic math to solve problems in a business context. Full results: Proficient

Scheduling — Proficient

April 2020

Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Proficient

Filing & Organization — Highly Proficient

April 2020

Arranging and managing information or materials using a set of rules. Full results: Highly Proficient

Retail Customer Service — Proficient

April 2020

Comprehending and responding to retail customer needs. Full results: Proficient

Customer Service Manager — Proficient

September 2020

Managing customer service representatives and resolving customer issues Full results: Proficient

Data Entry: Accuracy — Proficient

September 2020

Entering data quickly and accurately

Full results: Proficient

Data Entry: Attention to Detail — Proficient

September 2020

Maintaining data integrity by detecting errors

Full results: Proficient

Sales Skills — Highly Proficient

September 2020

Influencing and negotiating with customers

Full results: Highly Proficient

Call Center Customer Service — Highly Proficient

September 2020

Applying customer service skills in a call center setting Full results: Highly Proficient

Customer Service — Highly Proficient

October 2020

Identifying and resolving common customer issues

Full results: Highly Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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