Erin Thompson

614-***-**** ad1v7j@r.postjobfree.com Delaware, OH 43015

Professional Summary

Background in customer service, finance, analytics/technology, and management. Seeking to leverage academic knowledge as well as experience to gain a position that will help me grow in my career. My previous managers have relied upon my ability to quickly identify issues and errors and swiftly implement effective solutions. Dedicated, adaptable, competent, and meticulous individual with the capacity to go above what is expected and achieve company goals and deadlines.

Skills

Verbal and written communication

Data entry

Analytical Thinking

Account and project management

High Level Customer Service

Organization

Accuracy

Adaptability

High level Technical Support

Problem solving

Conflict Resolution

Creativity

Experience

Client Service Analyst

J.D. Power, Edison, NJ

November 2020 - October 2023

Exceeded customer follow up expectations by 50%

Handled customer questions and complaints via diverse channels, including email and phone

Achieved targets consistently, maintaining efficient talk time numbers, customer satisfaction scores and quality assurance ratings.

Project management

Guided users with troubleshooting using diagnostic tools.

Contacted customers to respond to inquiries or notify of claim investigation results or adjustments.

Documented all call information according to standard operating policies and procedures.

Prioritized and escalated how to, technical, product and user administration questions and issues

Team Lead/Dispute Resolution Case Coordinator

Hyundai Motor America

May 2017 - April 2019

Exceeded customer and legal correspondence follow up expectations by 50%

Coordinate the timely response, management and closure of escalated consumer concerns received from our call center or executive team

Make decisions and exercise judgment based on the review and evaluation of case liability and risk

Address all manner of customer complaints including repurchase, replacement, Better Business Bureau (BBB), Attorney General (AG) and Lemon Law matters

Mediate between the customer and the dealership to provide support in both relaying necessary information and providing creative solutions for complex repairs, logistical issues, and legal threats

Prepare settlement agreements and legal correspondences

Analyze evidence and apply relevant laws and regulations to reach conclusions

Manage workflow and foster employee development

Audit Account Manager

Consumer Portfolio Services

December 2015 - November 2016

Audit customer accounts for system accuracy

Conduct credit report reviews to resolve disputes

Resolve customer disputes and complaints

Data entry

Senior Service Specialist

JP Morgan Chase

November 2010 - November 2011

Customer Service Representative

Delias Inc

July 2007 - January 2011

Education

Master of Business Administration: Business Administration - Purdue University Global

February 2021

Bachelor of Arts: Business Administration - Purdue University Global

January 2018

Contact this candidate