Customer Service
Resume:
CHRISTINE DURDEN-EMOLU
Business Professional Effective Communicator Relationship Builder Strategic Planner Problem Solver
Eagleville, TN
*********.*****@*****.***
EXECUTIVE SUMMARY
I’m a highly dedicated and results-oriented professional with successful experience helping companies achieve business success, delivering world-class customer service, driving sales revenue, managing & executing complex projects in a timely/quality manner, engaging key stakeholders, bringing new ideas to the table, and finding positive solutions to problems. I can make a positive impact using my strong leadership, communication, problem solving, critical thinking, time management, negotiation, adaptability, organizational, teamwork, product knowledge, and relationship building skills. EDUCATIONAL
BACKGROUND
Bachelor of Arts in
Telecommunications
Michigan State University
East Lansing, MI
(2 years completed)
High School Diploma
Henry Ford High School
Detroit, MI
LANGUAGES
English – Proficient
LICENSES &
CERTIFICATIONS
Computer Processing
Oasis Computer Training
AREAS OF EXPERTISE
Leadership & Coaching
Relationship Building
Process Improvement
Strategic Planning & Execution
Customer/Client Experience
Product Management
Driving Sales Revenue
Administrative Support
Project Management
Stakeholder Engagement
Corporate Communications
Data Analytics
Training & Development
PROFESSIONAL EXPERIENCE
CUSTOMER SERVICE REPRESENTATIVE (CSR)
Staples, Inc. / HiTouch Business Services (LaVergne, TN) July 2012 – Present
• Serve as a valuable contributor providing exceptional service answering a high volume of calls & emails, resolving customer inquiries in a timely manner, and operating over more than 10 programs within internal & web interactive services that has led to 30% increase in repeat business.
• Train and mentor new employees on customer service best practices and department day-to-day procedures.
• Consistently demonstrate excellent communication and interpersonal skills, establishing a positive rapport with customers and team members.
• Maintain a deep knowledge of store products & services to effectively help customers and work collaboratively with team members to achieve common goals. CUSTOMER SERVICE REPRESENTATIVE (CSR)
PGAC / The General (Nashville, TN) October 2007 – July 2012
• Provided comprehensive customer service for company insurance services, including handling inquiries, processing payments, and resolving billing discrepancies.
• Managed multiple communication channels, such as phone calls, emails, and faxes, to address customer needs and support insurance agencies.
• Coordinated with various stakeholders, including insurance companies, adjusters, and law enforcement, to process claims and assign adjusters.
• Proficient in operating over 5 different computer programs for documenting calls and filing documents.
• Consistently demonstrated personal ownership in customer interactions, ensuring complete customer satisfaction.
• Recognized for exceptional performance with awards such as Perfect Attendance, First Call Resolution for the entire quarter, and CSR of the Month.
• Maintained an attendance rate exceeding 98% over a 5-year tenure at The General.
• Received high praise from Customer Service Manager, highlighted by a quote: “Since completing the new hire training, CSR has personified what it means to strive for service excellence. CSR exhibits consistent ability to exceed department goals in all categories of measurement."
2
Account Management
Translation Services
Performance Management
TECHNICAL
PROFICIENCIES
Microsoft Office Suite
TRANSLATION SERVICES
Cricketeers Translation Services (Nashville, TX) January 1990 – January 2007
• Provided freelance translation and interpretation services
• Managed initial client intake, resource preparation, and detailed needs assessment to deliver accurate and effective translation services.
• Traveled to various locations to facilitate on-site translation and interpretation, enhancing client satisfaction.
• Leveraged referrals to negotiate and secure new clientele, contributing to a significant portion of income.
• Personally handled all accounting responsibilities, demonstrating strong organizational and financial management skills.
MANAGER
Rickshaw Restaurant (East Lansing, MI) January 1987 – January 1990
• Managed customer service operations and restaurant with up to 16 employees, ensuring high-quality service.
• Conducted training and development programs to enhance employee skills and performance.
• Managed accounting duties, including handling bank deposits to maintain accurate financial records.
• Streamlined hiring process, including conducting interviews and assessing potential candidates.
• Oversaw product ordering and preparation to meet customer demands and maintain inventory levels.
• Gained extensive experience in cash register operations and sales, enhancing customer transactions.
• Applied talents to food preparation, ensuring high-quality and delicious meals for customers.
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