Emalinn McCallum

I’m a Customer Experience Lead focused on turning everyday questions into confident, positive outcomes. At Hearth Display, I handle inquiries with empathy and professionalism, manage Facebook, Instagram, and TikTok communities, and resolve 60+ customer issues daily across chat, email, and contact forms.

Previously, I delivered high-volume, detail-oriented support at AbbVie by managing 40–80+ calls and emails per day, handling orders, delivery tracking, returns, and credits, and interpreting product, financial, and legal documents while staying compliant with all standards. At Siete Family Foods, I supported customers through email tickets, SMS, and live chat using Gorgias, Gladly, and Zendesk—refunding, canceling, modifying subscriptions and orders, and recommending products based on needs.

I also bring operational leadership from my earlier role as a Shop Manager, where I coordinated front-desk operations, managed 13+ stylists and schedules, trained 45+ employees, and maintained top customer service. Across roles, I’ve contributed to measurable impact (including a 3% churn reduction) by collaborating cross-functionally, sharing sentiment and feedback trends, and building extensive FAQ resources to keep support consistent and fast.