Emily Splain
Hartville
Summary
Results-driven contact center specialist with a strong focus on exceeding patient satisfaction through creative problem-solving. Recognized for training new team members and achieving performance goals in call handling and accuracy. Demonstrates a commitment to quality service and operational excellence helping each patient with every need.
Overview
14
14
years of professional experience
Work History
Contact Center Specialist
Cox Health
Springfield
01.2025 - Current
- Handled high volume of inbound calls, ensuring professionalism and empathy in every interaction.
- Assessed patient needs to deliver tailored solutions, enhancing overall service experience.
- Achieved high patient satisfaction by implementing innovative solutions to resolve issues.
- Met established performance goals including call handling time, accuracy rate.
- Provided training to new team members on call handling procedures and systems.
PHOTOGRAPHER
Emily Elizabeth Photography LLC.
Hartville
08.2013 - Current
- Collaborated with clients to create custom photographic concepts that met their individual needs.
- Edited and retouched images to align with client vision and specifications.
- Delivered high-quality edited digital files to clients for both print and online applications.
- Shooting in diverse lighting conditions and environments to enhance image quality.
OFFICE MANAGER
C&A Auto Center
Hartville
09.2014 - 06.2023
- Welcomed visitors and facilitated a positive experience through effective communication.
- Processed cash and credit card payments accurately, ensuring financial integrity.
- Answered phones professionally in accordance with organizational protocols.
- Utilized basic computer skills to enter data into databases accurately and efficiently.
- Utilized proficient computer skills in Microsoft Office Suite applications such as Word, Excel, PowerPoint and Outlook.
- Utilized proficient computer skills to create documents, spreadsheets, presentations, and databases.
- Utilized advanced computer skills to document all customer interactions in a timely manner.
- Organized filing systems for paper documents and electronic data.
- Maintained filing systems for confidential records and documents.
- Coordinated administrative tasks including appointment scheduling and document organization.
CREW TRAINER
McDonald's
Camdenton
05.2012 - 08.2014
- Assigned tasks and responsibilities to crew members based on abilities and experience.
- Monitored employee progress and provided constructive criticism.
- Provided coaching and mentorship to foster a positive work environment among staff members.
Education
HIGH SCHOOL DIPLOMA -
Hartville R-2 Schools
Hartville, MO05-2012
Skills
- Customer Service
- Friendly, Positive Attitude
- Multitasking
- Problem-Solving
- Attention to Detail
- Excellent typing skills with a speed of 55 words per minute
- Call handling procedures
- Customer relationship management
- Team collaboration
- Verbal communication
- EPIC system
- Revenue cycle system
- Attention to detail
- Excellent computer skills
References
Available upon request
Timeline
Contact Center Specialist
Cox Health
01.2025 - Current
OFFICE MANAGER
C&A Auto Center
09.2014 - 06.2023
PHOTOGRAPHER
Emily Elizabeth Photography LLC.
08.2013 - Current
CREW TRAINER
McDonald's
05.2012 - 08.2014
HIGH SCHOOL DIPLOMA -
Hartville R-2 Schools