Remote Customer Service Leader with 10+ Years Experience
Resume:
Emily Mclain
Laurinburg, NC *****
**********@*****.***
Professional Summary
Skilled customer service representative and site manager with 10 years of experience in high-pressure environments, including healthcare and hospitality. Proven track record in managing operations, enhancing customer satisfaction, and leading teams to exceed performance metrics. Strong background in conflict resolution and empathetic communication, with a commitment to fostering positive relationships. Currently pursuing a Bachelor's degree in Psychology, focusing on drug addiction support and intervention strategies.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
CSR 3
Colony Brand-Remote
January 2025 to Present
• Maintained a high level of professionalism and empathy while addressing customer concerns and complaints
• Handled inbound and outbound customer calls, providing excellent service and resolving issues in a timely manner
Customer Service Representative
CSR-Florida City, FL
January 2023 to September 2024
Managed a high call volume, servicing over 800 credit unions while adhering to varied scripts.
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
• Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
Site Manager
Surfside Beach Resort Hotel-Myrtle Beach, SC
March 2013 to May 2024
Oversaw site operations, ensuring smooth transitions and maintenance throughout seasonal employment.
• Oversaw all aspects of hotel operations, including front desk, housekeeping, food and beverage, sales and marketing, and maintenance
• Led the renovation project for the hotel rooms, successfully completing it within budget and ahead of schedule
• Established strong relationships with vendors and negotiated favorable contracts for supplies and services
• Collaborated with the sales team to develop promotional packages and special offers to attract new customers
• Managed the recruitment process for key positions within the hotel, ensuring a qualified workforce was maintained at all times
• Analyzed financial reports regularly to identify areas for improvement or cost reduction opportunities
• Maintained high levels of employee morale through effective communication channels such as regular team meetings
• Managed the annual budgeting process for the hotel, ensuring financial goals were met or exceeded Credit and Collections Manager
Famers Home Furniture-Laurinburg, NC
January 2020 to August 2023
Facilitated payment collection processes and conducted customer follow- ups, including initiating legal actions for non-payment.
• Conducted thorough analysis of customer credit profiles and payment histories to determine appropriate collection actions
• Developed and maintained relationships with external debt collection agencies to optimize recoveries on charged-off accounts
• Provided regular reports on account status, aging trends, and recovery rates to management for strategic decision-making purposes
• Counseled customers on credit management strategies to prevent future delinquencies and promote financial responsibility
• Achieved highest recovery rate among team members for three consecutive quarters through proactive follow-up efforts
• Earned recognition for exceptional performance through multiple employee-of-the-month awards
• Developed and maintained a comprehensive knowledge of relevant laws, regulations, and industry standards pertaining to debt collection
• Conducted regular training sessions for customer service representatives on effective debt recovery techniques
Drug and Alcohol Counselor
Harmony Recovery Center-Charlotte, NC
March 2021 to July 2022
Internship postion
• Developed personalized treatment plans for clients based on their specific needs, goals, and challenges
• Collaborated with a multidisciplinary team including psychiatrists, psychologists, and social workers to coordinate integrated care for clients
• Monitored client progress throughout the treatment process, adjusting interventions as needed to ensure optimal outcomes
• Assisted clients in developing coping skills and healthy coping mechanisms to manage cravings and triggers associated with addiction
CNA/Caregiver
Community Home Care of South South Carolina-Carolina, PR March 2020 to November 2021
Delivered comprehensive in-home care, including domestic duties such as cleaning, cooking, and transportation for clients.
• Provided direct patient care, including bathing, dressing, feeding, and assisting with mobility
• Monitored vital signs and reported any changes or abnormalities to the nursing staff
• Assisted with medical procedures such as wound care, catheter insertion/removal, and medication administration under the supervision of a nurse
• Maintained a clean and safe environment for patients by regularly sanitizing equipment and ensuring proper disposal of waste
• Documented patient information accurately in electronic health records (EHR) to ensure continuity of care
• Supported patients' emotional well-being by actively listening to their concerns and offering comfort when needed
• Followed infection control protocols to prevent the spread of diseases within the healthcare facility Kitchen Manager
Mama Blair's-Bennettsville, SC
March 2015 to September 2021
Directed kitchen operations, encompassing business paperwork, food orders, and daily opening procedures.
• Oversaw daily operations of a high-volume kitchen, ensuring efficient workflow and timely preparation of food
• Developed and implemented standardized recipes and portion control measures to maintain consistency in food quality and minimize waste
• Conducted regular inspections of equipment to identify maintenance needs or repairs, minimizing downtime due to breakdowns
• Led menu planning meetings with chefs to introduce new dishes, incorporate seasonal ingredients, and address customer preferences
• Developed strong relationships with local farmers and vendors to source fresh ingredients for menu items
• Instituted rigorous cleaning procedures which led the restaurant receiving an A rating from the health department
• Trained all kitchen staff on proper handling techniques for allergens resulting in zero incidents related allergies over two years
Call Center Customer Service Representative
WellCare USA-USA
August 2007 to July 2018
Handled customer service calls remotely, providing quality support and information to clients.
• Provided exceptional customer service by addressing inquiries, resolving complaints, and offering product information
• Collaborated with cross-functional teams to escalate complex issues and ensure prompt resolution for customers
• Consistently met or exceeded individual performance metrics including call quality, average handle time, and first-call resolution rate
• Identified opportunities for process improvement within the call center operations to enhance efficiency and productivity
• Managed irate or upset customers with empathy and professionalism to de-escalate situations effectively
• Maintained up-to-date knowledge of products, services, promotions, and company policies to provide accurate information to customers
• Participated in regular team meetings to discuss challenges, share best practices, and collaborate on solutions for improving overall performance
Manger
MAYFLOWER SEAFOOD RESTAURANT-Burlington, NC
February 2009 to February 2015
Assisted customers by providing insights on food selections and upselling menu items.
• Managed budget and expenses, consistently meeting or exceeding financial targets
• Oversaw inventory management, optimizing stock levels to minimize waste and maximize profitability
• Conducted regular performance evaluations for staff members, providing constructive feedback for professional development
• Implemented quality control measures to maintain high standards of product/service delivery
• Analyzed market trends and competitor activities to identify opportunities for business expansion
• Established strong relationships with suppliers and negotiated favorable contracts for procurement of goods and services
• Implemented employee training programs to enhance skills and knowledge, resulting in improved performance metrics
Manager
Huddle House-Bennettsville, SC
February 1998 to June 2006
Supervised daily store operations, managing food orders and overseeing cash handling procedures.
• Developed and implemented strategies to improve productivity and streamline processes
• Managed daily operations, including scheduling, inventory management, and customer service
• Implemented new technology systems to enhance operational efficiency
• Developed strong relationships with key stakeholders, fostering partnerships for business growth opportunities
• Resolved customer complaints or issues promptly while maintaining a positive brand image
• Ensured compliance with all regulatory requirements related to health, safety, sanitation, etc
• Managed multiple projects simultaneously within established timelines CSR - Customer Service Representative
Education
Psychology (Bachelor's degree)
Purdue
January 2019 to Present
Travel (Diploma)
Travel Academy-Eagan, MN
September 2013 to December 2013
Diploma
Marlboro County High School-Bennettsville, SC
August 1994 to August 1998
Skills
• Food service
• Communication skills
• Time management
• Kitchen Experience Restaurant Management
• Improving customer support response time - Customer support response time improved (More than 30%)
• Customer service
• OneSite
• Data entry
• Culinary Experience Supervising Experience
• Cooking Food Preparation
• Microsoft Word
• Restaurant experience
• Data collection
• English
• Microsoft Office
• SQL
• Front desk
• Fair Housing regulations
• Windows
• Care plans
• Phone etiquette
• Typing Home Care
• Leadership
• Meal Preparation
• Account management
• Managing teams in a customer support role - Largest customer support team managed (16-20 team members)
• Call center management Caregiving
• Vital Signs Kitchen Management Experience
• Organizational skills
• Computer skills
• Documentation review
• Customer service Microsoft PowerPoint
• Sales
• Microsoft Excel
Certifications and Licenses
CNA
Certified Recovery Specialist
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