Emily

Assisted consumers via inbound and outbound calls adapted to fast paced environment while maintaining proper work ethic, etiquette based on proper policies, procedures including HIPAA Properly created claims/incidents as needed Transferred calls to appropriate departments following the usage of work instructions for every call

Customer Service Agent - Maximus - New York

(2023-05)

• Assisted consumers via inbound and outbound calls adapted to fast paced environment while maintaining proper work ethic, etiquette based on proper policies, procedures including HIPAA
• Properly created claims/incidents as needed
• Transferred calls to appropriate departments following the usage of work instructions for every call
• Acknowledged and analyzed fast alerts and updates in a timely manner
• Processed new and existing applications followed with proper interpretations of any pending questions while exceeding customer service satisfaction
• Appropriately identify language barriers and provided translation accordingly
• Performed active research using MS teams following proper chat etiquette
• Proficient in navigating Verint, Siebel, AVAYA, pipkins and Genesys and shelf systems daily

Delivery Driver - Uber Eats

(2023-04 - 2023-05)

• Delivered food in a timely manner planning routes according to GPS real time
• Completed high number of deliveries, ensuring safety when food handling and customer service satisfaction

Customer Service Agent (contract) - MTA call center - New York, NY

(2023-03 - 2023-05)

• Assisted customers inquiries via inbound and outbound calls, through Genesys software
• Provided travel information and directions using ATIS system
• Created claims for customers, assisted in claims resolutions via Cassie/Salesforce platform

Reception (contract) - Bronx Pro - Bronx, NY

(2021-10 - 2022-01)

• Answered calls, provided general information and assisted tenants with inquiries
• Assisted with key fob replacements and activations
• Organized inbound and outbound mail

Cashier - C-Town Supermarket - New York, NY

(2017-01 - 2019-05)

• Checked out customers by processing items and calculating charges on the register
• Maintained an accurate cash draw throughout the day
• Assisted colleagues on closeouts at end of the day

Intern - CUNY Corps Program - Bronx, NY

(2021-07 - 2021-11)

• Created flyers for the LGBTQ department at Bronx Community College, content creation on flyers for updated events for students, faculty and staff
• Provided helpful resources and information for the LGBTQ department and members on flyers

Associate in Arts - Liberal Arts & Science: Media Studies - Bronx Community College (2020-12)