Experienced Customer Service and Support Representative

Emily Taft

********@*****.*** 605-***-**** Newell, SD

SUMMARY Seeking Caregiver Experience Lead role with 19 years of experience in employee engagement and performance improvements. Proven track record in employee support and creating network reports, enhancing customer satisfaction and retention. Expertise in caregiving, customer service, and cross-departmental collaboration to drive process improvements and deliver exceptional care. WORK EXPERIENCE Omnicare365 Durant, OK

Member Support Specialist Jan 2023 - Present

• Provide exceptional customer support through multiple channels, achieving an average satisfaction rating of 99% by delivering prompt and effective solutions.

• Utilize CRM software for precise documentation of customer interactions, updates to account information, and tracking of issue resolution progress.

• Identify recurring customer inquiry trends, offering feedback for product/service improvements and enhanced user experience.

• Manage escalated customer complaints and complex issues by investigating root causes and coordinating with relevant departments to achieve resolution. Arise platform Newell, SD

Customer Service Representative Mar 2023 - Aug 2024

• Resolved complex customer complaints by investigating root causes and implementing effective solutions, achieving a 99% increase in customer satisfaction ratings.

• Implemented chatbot technology to automate responses for frequently asked questions, reducing response time by 70% and decreasing call volume by 30%.

• Managed escalated customer issues with professionalism and empathy, collaborating with other departments to ensure swift and effective communication.

• Utilized CRM data analysis to identify trends and opportunities for process improvement, enhancing service delivery and increasing customer retention rates through a loyalty program.

PFSweb Remote

Customer Service Representative Sep 2022 - Nov 2023

• Delivered exceptional customer support across multiple channels, maintaining professionalism and empathy, and achieved a 100% average customer satisfaction rating.

• Resolved an average of 70 customer complaints daily through effective problem-solving and conflict resolution skills, contributing to a 100% first-call resolution rate.

• Reduced average response time by 75% through efficient prioritization, while managing high call volumes and maintaining quality service.

• Enhanced upsell conversion rates by 99% with targeted product recommendations, supporting a 100% customer retention rate through proactive communication.

ResultsCX Sebring, FL

Member Support Specialist Nov 2022 - Jan 2023

• Delivered exceptional customer support across multiple communication channels, achieving an average customer satisfaction rating of 100% through prompt and effective issue resolution.

• Utilized CRM software to document interactions and managed high volumes of inquiries while maintaining quality standards for response time and issue resolution.

• Collaborated with various departments to resolve complex issues, investigated billing discrepancies, and provided feedback on recurring customer concerns to improve services.

• Analyzed key metrics to create detailed reports for management, contributing to decision-making and recognized as a top performer for consistently meeting/exceeding KPIs.

My Home Newell, SD

In-Home Caregiver Jan 2018 - Dec 2021

• Provided comprehensive care for children aged 6 months to 12 years, ensuring their safety and well-being at all times.

• Planned and executed engaging, age-appropriate activities to support children's physical, social, and cognitive development.

• Built strong relationships with parents through effective communication, offering regular updates on children's progress and well-being.

• Maintained a clean and organized environment, adhering to established routines for meals, naps, and bedtime to promote consistency and stability. Self Employed Rapid City, SD

Adult Caregiver Jan 2009 - Dec 2017

• Delivered personalized care and support to elderly adults, ensuring safety and comfort through activities such as bathing, dressing, and medication management.

• Achieved a 100% satisfaction rating from clients and their families by fostering strong relationships and maintaining clear communication.

• Maintained a record of zero medication errors over two decades, demonstrating meticulous attention to detail and commitment to client safety.

• Employed cognitive stimulation techniques that improved memory retention for all clients, enhancing their mental well-being.

• Adapted to changing schedules with flexibility, providing consistent and reliable on-call assistance and end-of-life care.

Assisted Living Facility Rockerville, SD

Caregiver Jan 2008 - Dec 2009

• Delivered personalized care to individuals with disabilities, including assistance with daily activities, medication management, and transportation to medical appointments, ensuring safety and comfort.

• Collaborated with healthcare professionals and family members to develop tailored care plans, monitored vital signs, and documented changes in health status, facilitating comprehensive and continuous care.

• Engaged clients in meaningful activities to promote mental stimulation, provided emotional support, and maintained a clean and organized environment while adhering to strict confidentiality and infection control protocols.

N.E.W. Rapid City, SD

Technical Support Specialist Jan 2006 - Dec 2008

• Resolved 88% of customer inquiries on the first call, surpassing departmental targets, and maintained high customer satisfaction through prompt and efficient service.

• Collaborated with cross-functional teams and vendors to identify, resolve, and prevent complex technical issues, including the coordination of repairs and replacements for faulty equipment.

• Documented support interactions and contributed to the knowledge base by capturing common issues and solutions, ensuring compliance with security protocols when handling sensitive information.

Alorica Manhattan, KS

Customer Service Representative Jan 2005 - Dec 2006

• Managed high volumes of customer inquiries, achieving a 99% increase in satisfaction ratings through proactive problem-solving and personalized service delivery.

• Collaborated with sales and technical support teams to improve communication and upselling strategies, resulting in a 15% increase in average order value.

• Utilized CRM data to identify trends and optimize processes, enhancing response efficiency and contributing to ongoing customer support improvements.

EDUCATION Southern New Hampshire University

Associate's degree, Psychology

Manchester, NH

Sep 2023

CERTIFICATIONS Citi November 2021 to

November 2025

Case management & social work Jul 2022

Sales skills Jul 2022

Food service: Customer situations Jul 2024

Spreadsheets with Microsoft Excel Apr 2022

Customer service Jul 2022

Customer service Aug 2023

Sales skills Aug 2023

Customer service Mar 2023

Written communication Jul 2022

Retail customer service Nov 2022

Outside sales Nov 2022

Customer focus & orientation Mar 2023

Basic computer skills Jul 2022

Scheduling Jul 2022

Attention to detail Mar 2023

Data entry: Attention to detail Mar 2023

Customer focus & orientation Jul 2022

Call center customer service Jul 2022

Attention to detail Jul 2022

Basic computer skills May 2023

Warehouse safety Aug 2022

Medical receptionist skills May 2023

Call center customer service Aug 2023

Protecting patient privacy Jul 2022

Verbal communication Jul 2022

Technical support Jan 2023

Work style: Reliability Jan 2023

Customer focus & orientation Aug 2023

Clinical judgment Jul 2022

Learning agility Jul 2022

SKILLS Microsoft Office • Caregiving • Technical Support • Communication Skills • Presentation Skills • Home Care • Computer Operation • Customer Service • Documentation Review • Typing • Phone Etiquette • Computer Literacy • Windows

• Computer Skills • Html5 • Customer Support • Data Entry • Citrix • Call Center • Siebel • Remote Access Software • Microsoft Excel • Microsoft Outlook • Microsoft Powerpoint • Operating Systems • Online Chat • Active Directory • SaaS • Email Support • Live Chat • CRM Software • Jaber • Genesis Phones • Leadership • Communication • Problem-solving • Collaboration • Organization

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