Senior Customer Service Rep.
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:December 2017 to November 2021 (47 Months)Duties and Responsibilities:
- Assist customers with their subscription management.
- Check order status and provide updates to customers.
- Process refunds and replacements efficiently.
- Interpret and read doctor's eye prescriptions accurately.
- Ensure customer satisfaction through effective communication and problem-solving.
- Maintain detailed records of customer interactions and transactions.
- Collaborate with team members to improve customer service processes.
- Stay informed about company products and services to provide accurate information to customers.
- Handle escalated customer issues and ensure timely resolution.
Technical Service Representative
Industry:TelecommunicationEmployment Period:December 2021 to January 2023 (13 Months)Duties and Responsibilities:
- Manage two websites with different product lines, providing technical support via email and chat.
- Offer expert assistance on all product-related issues to customers.
- Ensure customer satisfaction by checking order status and stock availability.
- Troubleshoot and resolve technical problems efficiently.
- Maintain detailed records of customer interactions and technical issues.
- Collaborate with team members to enhance support processes.
- Stay updated on product knowledge and industry trends.
- Handle escalations and follow up to ensure complete resolution.
Customer Service Representative
Industry:Arts / Design / FashionEmployment Period:April 2012 to May 2015 (37 Months)Duties and Responsibilities:
- Assist customers with processing their orders.
- Check the delivery status of orders.
- Handle refunds and replacements for lost or stolen orders.
- Resolve all order-related issues efficiently.
- Provide fashion advice and recommendations to customers.
- Maintain up-to-date knowledge of fashion trends and products.
- Address customer inquiries via phone, email, and chat.
- Ensure high customer satisfaction through exceptional service.
- Collaborate with other departments to streamline processes.
- Maintain accurate records of customer interactions and transactions.
Her experience spans multiple industries, including healthcare, technology, and fashion. Her proficiency in CRM software such as Shopify, Zendesk, Tidio, Google Apps, and Microsoft Office, combined with her excellent customer retention strategies, makes her a valuable asset.
Strongest Behaviors
Unhurried and deliberate, stable and will do things using the established process; finds it difficult to change these systems. Dependable, consistent and needs familiar environments and coworkers to be most productive.
Cooperative, easy-going, and agreeable in getting along with others. A focused, uncritical listener who won’t “rock the boat.”
Focused; can concentrate on the task at hand for long periods. Quickly notices and understands technical matters more than social ones. Consistent and patiently thoughtful.
Behavioral Summary
Helpful, patient, and stable; works steadily and consistently. Respectful of established processes, standards, and policies, they will work within those standards to ensure repeated successes and high-quality results. Emilyn has the patience and tolerance required for routine work and can be relied on to do such work consistently and in a relaxed manner. Prefers having, and following, a well thought-out process to ensure success. If they are responsible for establishing the process, they will do so in a thoughtful, methodical manner, paying close attention to details and time-honored successes. Once established, they’ll expect that the process be followed consistently.