Emily Hess
Evansville
Summary
Adept at managing high-stress situations and resolving customer disputes, I significantly enhanced loyalty and sales at AT&T Mobility. With a blend of critical thinking and active listening, I consistently exceeded performance metrics, demonstrating a profound ability to deliver personalized product solutions and exceptional service, solidifying my reputation as a top performing Representative.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
17
17
years of professional experience
Work History
Premier Service Consultant
AT&T Mobility
06.2008 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
Education
Warehouse Management/ Material Handler - Industrial Management
Ogden~Weber Applied Technology Center
Ogden, UT04-2003
High School Diploma -
Ogden High School
Ogden, UT06-1995
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Payment processing
- Professional telephone demeanor
- Call management
- Product knowledge
- Order processing
- De-escalation techniques
- Technical support
- Product sales
- Product education
- Credit adjustments
- Service upselling
- Product and service solutions
- Call center operations
Accomplishments
- Collectors Club
'January, March, and December 2023
January, February, March and April 2024
- Board of Collections
June 2024 July 2024
- Executive Board
September 2024
- Kramer Mountain Climbers
January, March, and December 2023
January, February, March , June, July, and October 2024
January 2025
- Fifth in Center
December 2024
Timeline
Premier Service Consultant
AT&T Mobility
06.2008 - Current
Warehouse Management/ Material Handler - Industrial Management
Ogden~Weber Applied Technology Center
High School Diploma -
Ogden High School
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