Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Avery Emery

Apex,NC

Summary

I am a results driven Customer Service Professional with 20+ years of customer service experience including 6 years leading high performing teams. I have a strong background in scheduling, forecasting, and reporting. I have been proven successful at identifying client needs, creating action plans, and implementing new policies for improvement. I am experienced in overseeing operations for major healthcare accounts and providing data analysis both internally and for clients.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Building Substitute

Wake County Public Schools
Apex, NC
01.2021 - Current
  • Provide classroom coverage in both general and special education classes following detailed lesson plans to provide a consistent learning environment while teachers are in meetings or absent.
  • Assist with covering duties of Instructional Assistants, both in and outside of the classroom as needed.
  • Ensure that visiting substitutes have all of the necessary tools to perform their job duties for the day.
  • Foster a safe and inclusive space for students to learn and participate in activities.
  • Foster a safe and inclusive space for students to learn and participate in activities
  • Assist with office duties, including filing, answering phones, answering the door and assisting sick or injured students.

Senior Operations Manager

Xerox, ACS
Raleigh, NC
07.2007 - 01.2013
  • Manage staff of up to 12 Supervisors and 400 inbound call center associates on multiple healthcare accounts.
  • Ensure Supervisors have proper tools and coaching to improve their overall team’s SLA performance.
  • Monitor key business and process metrics that measure customer satisfaction, quality and issue resolution.
  • Responsible for scheduling, forecasting and invoicing.
  • Develop, roll out and enforce new policies.
  • Provide employees timely, candid and constructive feedback along with regular performance reviews.
  • Interpret client needs and develop appropriate action plans.
  • Create and maintain various reports, spreadsheets and presentations to provide data on progress and action plans, both internally and to external clients.

Call Center Supervisor

Xerox, ACS
Cary, NC
01.2006 - 07.2007
  • Provided front line supervisor for a team of 15-20 inbound customer service agents.
  • Provided leadership and direction for compassionate customer service, quality and production components.
  • Ongoing coaching and training of representatives for development and adherence to company.
  • Responsible for daily management of productivity, quality, compliance and personnel issues.
  • Responsible for interviewing and hiring recommendations for customer service agents.
  • Responsible for quality monitoring and evaluation using digital recording software

Customer Care Associate

Xerox, ACS
Cary, NC
10.2005 - 01.2006
  • Responded to telephone inquiries and complaints regarding billing and enrollment, prescription drug plans and coverage, in an inbound call center environment.
  • Explained available plans to prospective members, following standard scripts and procedures.
  • Enrolled callers into plans using the company's software.

Office Manager

Carolina Packaging and Supply, Inc
Apex, NC
06.1998 - 10.2005
  • Performed daily opening and closing procedures including locking/unlocking, money counting, record keeping and reports.
  • Trained and supervised new employees.
  • Ensured proper amounts of stock remained on site for rental.
  • Assisted customers in truck rental reservations both telephonically and in person.
  • Assisted customers in packing and shipping packages worldwide.
  • Served as administrative assistant/office manager to the owners.

Skills

  • Microsoft Office
  • Customer Service
  • Effective Time Management
  • Teamwork
  • Ability to Work Under Pressure

Certification

  • First Aid/CPR Certification
  • Six Sigma Green Belt Certification
  • Notary Public
  • Substitute Effective Teacher Training

Timeline

Building Substitute

Wake County Public Schools
01.2021 - Current

Senior Operations Manager

Xerox, ACS
07.2007 - 01.2013

Call Center Supervisor

Xerox, ACS
01.2006 - 07.2007

Customer Care Associate

Xerox, ACS
10.2005 - 01.2006

Office Manager

Carolina Packaging and Supply, Inc
06.1998 - 10.2005

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