Service Representative Customer

EMILY ROUSE

West Des Moines, IA ***** 712-***-**** *********.*****@*****.***

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service- oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Report Creation

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Retail Sales Customer Service

Staff Training

American Sign Language

Customer Service Representative, 02/2022 - Current Joseph's Jewelers – West Des Moines, IA

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants. Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Registered Behavior Technician, 12/2020 - 10/2022

ChildServe – Johnston, IA

Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs and anecdotal notes.

Conducted functional behavior assessments, functional analysis, preference assessments and assessments of basic learning and language skills to identify target behaviors and purpose of behaviors. Collaborated with client's support system and other allied specialists to implement positive interventions. Kept accurate records by documenting progress and adhering to prescribed behavior plan. Offered active guidance to families adjusting to life with a loved one on the autism spectrum. Front Staff Shift Leader and Weekend Manager, 08/2017 - 12/2020 Scratch Cupcakery – Cedar Falls, IA

Kept employees operating productively and working on task to meet business and customer needs. Trained and mentored new employees to maximize team performance. Excelled in every store position and regularly backed up front-line staff. Exercised composure under pressure and in escalated customer service scenarios. PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Undergraduate Student Clinician, 01/2020 - 05/2020 University Of Northern Iowa – Cedar, MN

Adhered to facility guidelines, legal compliance standards and program requirements. Wrote essays outlining concepts learned and questions answered. Maintained complete confidentiality of all patient information. Communication Sciences And Disorders: 12/2020

University of Northern Iowa - Cedar Falls, IA

Dean's List

3.62 GPA

Retention and Recruitment Committee

National Speech Language and Hearing Committee member Jewelry Professional, Gemologist Institution of America First Aid, CPR, and Seizure Training, American Heart Institute EDUCATION

CERTIFICATIONS

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