Emeri-Jean Farnam
Herrin
Summary
Hard-working individual passionate about industry improvement and excellent customer service. Empathetic, yet efficient problem-solver.
Overview
10
10
years of professional experience
Work History
Customer Advocate
HCSC
Marion
09.2024 - Current
- Addressed customer inquiries regarding healthcare benefits and authorization.
- Collaborated with team members to resolve customer service issues efficiently.
- Educated providers on insurance policy details and coverage available.
- Participated in team meetings to discuss service improvements and share feedback.
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Escalated complex customer cases as necessary to appropriate teams and departments.
- Researched customer inquiries to ensure accurate resolution of their issues.
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
- Assisted providers in navigating the company website for answers to commonly asked questions.
- Researched problems with benefits, accounts, and services with speed and accuracy.
- Ensured compliance with applicable laws and regulations related to the handling of personal information.
- Maintained thorough and detailed documentation of provider interactions and outcomes.
- Actively sought out ways to improve current processes related to customer experience.
- Provided training sessions for new employees joining the Customer Advocate team.
- Identified trends in customer service inquiries and reported them to management team.
- Maintained a high level of professionalism when interacting with providers and members.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Call Center Manager
Pass One Hour Heating & Air Conditioning
Herrin
06.2021 - 09.2024
- Managed call center operations to ensure efficient customer service delivery.
- Trained and mentored staff on effective communication techniques and product knowledge.
- Implemented scheduling strategies to optimize workforce productivity and service levels.
- Developed training materials for onboarding new team members in customer interactions.
- Conducted regular performance evaluations to identify areas for improvement.
- Coordinated with technical teams to resolve customer issues promptly and accurately.
- Monitored call metrics to maintain high standards of service quality and efficiency.
- Fostered a positive team environment that encouraged collaboration and employee engagement.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Delivered constructive call process feedback.
- Identified opportunities for process improvements that would optimize operational efficiency and reduce costs associated with call center operations.
- Ensured compliance with relevant laws, regulations and policies related to customer service operations.
- Maintained records on all incoming calls including duration, type of inquiry and complaint, resolution action taken.
- Set and managed performance benchmarks for call center employees.
- Analyzed data from various sources to identify trends in customer inquiries and complaints.
- Developed and maintained a team of call center representatives to meet performance standards.
- Established strong partnerships with internal departments such as sales, marketing and IT teams to ensure effective implementation of projects.
- Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
- Drafted reports summarizing the results of customer surveys and providing recommendations for improvement.
- Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
- Developed training materials for new hires on how to handle different types of calls effectively.
- Assisted in hiring new personnel when needed as well as provided ongoing training and development initiatives.
- Met call center financial objectives by estimating requirements and preparing annual budgets.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Participated actively in product launches or campaigns related to the call center operations.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Customer Advocate
HCSC
Marion
10.2018 - 03.2020
- Assisted customers with inquiries regarding health insurance plans and services.
- Resolved customer complaints by providing effective solutions and support.
- Educated providers on policies, coverage details, and benefits available.
- Maintained accurate records of customer interactions and transactions.
- Provided feedback to management on common customer issues and trends.
- Trained new staff on customer service protocols and best practices.
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Escalated complex customer cases as necessary to appropriate teams and departments.
- Researched customer inquiries to ensure accurate resolution of their issues.
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
- Researched problems with benefits, accounts, and services with speed and accuracy.
- Assisted customers in navigating the company website for answers to commonly asked questions.
- Ensured compliance with applicable laws and regulations related to the handling of personal information.
- Maintained thorough and detailed documentation of customer interactions and outcomes.
- Provided training sessions for new employees joining the Customer Advocate team.
- Maintained a high level of professionalism while communicating with customers via all channels.
- Actively sought out ways to improve current processes related to customer experience.
- Identified trends in customer service inquiries and reported them to management team.
- Performed quality assurance checks on completed cases prior to closure.
- Responded to many daily requests for information.
- Maintained a high level of professionalism when interacting with customers.
Teller
People’s National Bank
Benton
05.2018 - 09.2018
- Processed customer transactions with accuracy and efficiency.
- Assisted customers with account inquiries and service requests.
- Maintained cash drawer ensuring proper cash levels and security.
- Educated customers on banking products and services available.
- Collaborated with team members to streamline daily operations.
- Resolved customer issues promptly and professionally.
- Adhered to compliance regulations while handling financial transactions.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Balanced cash drawers on a daily basis.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Answered customer inquiries regarding bank products and services.
- Maintained confidentiality of all customer records and information according to company policies.
- Verified customers' identification to ensure compliance with laws and regulations.
- Explained account information to customers in detail as needed.
- Delivered exceptional service to customers in person or over telephone.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Followed up on requests from customers in a timely manner.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Directed specific questions to appropriate branch personnel.
- Reported any operational issues or system problems that occurred during shift promptly.
- Maintained accurate records of all transactions for compliance purposes.
Crew Member
McDonald's
Benton
09.2016 - 04.2018
- Maintained cleanliness and organization of workstations during shifts.
- Operated kitchen equipment safely and effectively to ensure quality production.
- Assisted in training new crew members on operational procedures and customer service.
- Provided exceptional customer service by greeting guests and taking orders promptly.
- Collaborated with team members to optimize workflow during peak hours.
- Managed cash register operations, including processing transactions accurately.
- Restocked supplies and ingredients to ensure smooth service during busy periods.
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Served food quickly for positive guest experiences.
- Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
- Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
- Organized and restocked supplies to support operations and team productivity.
- Resolved customer complaints in a professional manner.
- Interacted pleasantly with guests to deliver quality customer service.
- Packaged menu items into bags or trays and placed drink orders into carriers.
- Maintained organized storage areas for food products, beverages and restaurant supplies.
- Took orders from patrons and input selections into store computer system.
- Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
- Packed fast food products in approved containers, cups, and bags.
- Drove team success by quickly completing assigned tasks.
- Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
- Upheld high standards of productivity and quality in operations.
Third Key Manager
Factory Connection
Benton
08.2015 - 09.2016
- Supervised daily store operations and maintained high standards of customer service.
- Trained and mentored staff to enhance team performance and product knowledge.
- Managed inventory levels and coordinated restocking to ensure product availability.
- Assisted in implementing promotional displays to boost sales and attract customers.
- Collaborated with management on scheduling to optimize staff coverage during peak hours.
- Addressed customer inquiries and resolved issues to maintain positive shopping experiences.
- Monitored cash handling procedures to ensure accuracy and compliance with policies.
- Opened and closed store in absence of senior managers.
- Resolved customer complaints in a professional manner.
- Assisted customers with locating and securing desired products.
- Collaborated with other departments within the organization to ensure effective communication between teams.
- Maximized customer satisfaction by empowering staff to handle customers' issues and deliver top-notch service.
- Ensured compliance with company policies and regulations at all times.
- Processed returns and exchanges according to company policy.
- Boosted sales through effective merchandising and consistent restocking of high-traffic items.
- Controlled access to store keys and monitored security systems.
- Conducted regular inventories to maintain accurate stock levels.
- Performed opening and closing duties including cash handling, setting alarms.
- Assisted Store Manager in training team members on product knowledge and merchandising techniques.
- Maintained accurate records of inventory, sales and customer information.
- Managed store operations in the absence of the Store Manager when necessary.
- Assisted with recruiting, interviewing and onboarding new staff members.
- Implemented loss prevention protocols to protect against shoplifting or theft.
- Trained new employees on store policies, procedures and daily operations.
Education
Associate of Arts - Music Education
Rend Lake College
Ina, IL05-2017
Associate of Science -
Rend Lake College
Ina, IL05-2017
Associate in Fine Arts - Music Education
Rend Lake College
Ina, IL05-2017
Some College (No Degree) - Music Education
McKendree University
Lebanon, ILSkills
- Customer service
- Compliance management
- Policy education
- Data analysis
- Service improvement
- Call center operations
- Effective communication
- Team collaboration
- Problem solving
- Detail orientation
- Employee training
- Customer research
- Issue research
- Complaint handling
- Educating customers
- Conflict resolution
Timeline
Customer Advocate
HCSC
09.2024 - Current
Call Center Manager
Pass One Hour Heating & Air Conditioning
06.2021 - 09.2024
Customer Advocate
HCSC
10.2018 - 03.2020
Teller
People’s National Bank
05.2018 - 09.2018
Crew Member
McDonald's
09.2016 - 04.2018
Third Key Manager
Factory Connection
08.2015 - 09.2016
Associate of Arts - Music Education
Rend Lake College
Associate of Science -
Rend Lake College
Associate in Fine Arts - Music Education
Rend Lake College
Some College (No Degree) - Music Education
McKendree University