Customer Service Support Specialist
Resume:
Emily Taft
********@*****.***
PO Box 224
Newell, SD 57760
Customer support professional adept at resolving complex issues, improving processes, and maximizing client satisfaction across platforms. Proven success in boosting satisfaction and service quality via automation and collaboration. Proficient in software and caregiver communication. Associate's degree in psychology with certifications in customer service, sales, and case management. Reliable leader with strong problem-solving and organizational skills.
WORK EXPERIENCE
Arise platform, Remote
Customer Service Representative
July 2023 - Aug 2024
Solved complex issues, raising customer satisfaction by 99%. Automated FAQs with chatbots, reducing response times by 70% and calls by 30%. Managed escalations professionally, improving communication. Used CRM data to enhance service, boosting loyalty.
ResultsCX, Sebring, FL
Member Support Specialist
March 2023 – July 2023
Delivered 100% customer satisfaction via multi-channel support and prompt issue resolution. Used CRM for documentation, managed high inquiry volumes, and maintained quality. Resolved complex issues via cross-departmental collaboration. Analyzed metrics, reported to management, and exceeded KPIs as a top performer.
Omnicare365, Durant, OK
Member Support Specialist
October 2022 – March 2023
Delivered 99% customer satisfaction via multi-channel support. Resolved issues promptly, updated CRM for accuracy, and proposed product improvements based on recurring inquiries. Managed escalations through root cause analysis and cross-department collaboration.
PFSweb, Remote
Customer Service Representative
December 2021 – October 2022
Maintained a 100% satisfaction rating, resolved ~70 complaints daily with first-call resolution, and cut response times by 75%. Boosted upsell conversions by 99% and achieved full customer retention through proactive communication and targeted recommendations.
Child Caregiver, Newell, SD
Dec 2017 - Dec 2021
Provided comprehensive care for children aged six months to twelve years by ensuring safety, well-being, and fostering development through engaging activities. Maintained strong communication with parents with regular updates, and kept a clean, structured environment to promote consistency and stability.
Adult Caregiver, Rapid City, SD
Jan 2009 - Dec 2017
Provided personalized elderly care, ensuring safety and comfort through daily activities, medication management, and cognitive stimulation techniques that improved mental well-being. Achieved 100% client and family satisfaction by building strong relationships and maintaining
clear communication. Maintained a flawless safety record with no medication errors over 20 years and demonstrated flexibility to deliver consistent, reliable on-call and end-of-life support.
EDUCATION
Southern New Hampshire University, Manchester, NH
Associate's degree, Psychology
Aug 2020 - March 2023
3.53 GPA
Clubs and Organizations
National Honor Society of Leadership and Success
November 2020
Diversity and Inclusion Board Member
March 2020 - January 2021
CERTIFICATIONS
Citi Research (Nov 2021–Nov 2025)
Case management & social work (Jul 2022)
Sales (Jul 2022, Nov 2022, Aug 2023)
Food service customer relations (Jul 2024)
Excel spreadsheets (Apr 2022)
Customer service (Jul 2022, Aug 2023, Mar 2023, Nov 2022)
Written communication (Jul 2022)
Customer focus & orientation (Jul 2022, Jul 2022, Aug 2023)
Basic computer skills (Jul 2022, May 2023)
Scheduling (Jul 2022)
Attention to detail & data entry (Mar 2023)
Call center customer service (Jul 2022, Aug 2023)
Warehouse safety (Aug 2022)
Medical receptionist skills (May 2023)
HIPA/Protecting patient privacy (Jul 2022)
Verbal communication (Jul 2022)
Technical support (Jan 2023)
Work style: Reliability (Jan 2023)
Clinical judgment (Jul 2022)
Learning agility (Jul 2022)
SKILLS
Proficient in Microsoft Office, caregiving, technical support, and communication. Skilled in presentation delivery, home care, computer operations, customer service, documentation review, typing, and phone etiquette. Experienced with Windows, HTML5, Citrix, Siebel, remote access software, Excel, Outlook, PowerPoint, operating systems, online chat, Active Directory, SaaS, email support, live chat, CRM software, Jaber, Genesis phones, leadership, and problem-solving. Adept at collaboration and organization, as well as promoting content on social media.
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