ERICA MACK

adzj9i@r.postjobfree.com 706-***-**** Augusta, GA 30909

Summary

Educated professional with a strong desire to deliver outstanding client experiences. Used to working hard and driving rapport with employees and customers.

Skills

Client Engagement

Returns Processing

Customer Engagement

Customer Needs Assessment

Customer Retention

Issue Escalation

Customer Outreach

Team Collaboration

Troubleshooting

Payment Management

Customer Queries

Goals and Objectives

Research Capabilities

Call Control

Customer Relationship Management

Relationship Building

Account Management

Team Training and Development

Technical Support

Experience

WOW Augusta, GA

Customer Service Executive

09/2017 - Current

Handled customer billing errors by researching issues in system and asking detailed questions.

Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.

Applied product, industry and market knowledge to develop customized recommendations for individual customer needs.

Performed follow-up calls to customers regarding their inquiries or orders.

Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.

Upsold additional products and services enhancing value of previous customer purchases and driving revenue growth.

Actively sought out ways to improve operational efficiency within the team environment.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Collaborated with other departments to ensure customer satisfaction.

Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.

Answered questions from customers by phone and email, offering company details and policy information as requested.

Identified opportunities for process improvement within the customer service department.

Developed strong relationships with customers by providing knowledgeable advice on products and services.

Tracked customer complaints and followed up to ensure resolution was achieved.

Processed customer account changes with proprietary software.

Ensured that all customer queries were handled quickly and professionally.

Provided prompt and courteous service to customers via phone, email, and chat.

Resolved customer complaints in a timely manner while maintaining professional attitude.

Maintained accurate records of customer interactions, transactions and comments in the database system.

Participated actively in weekly meetings held by the Customer Service Manager.

Avoided payment errors by carefully implementing all credit and debit card data into system.

Updated account information after customer calls and noted client concerns and issues.

Consulted with customers to resolve service and billing issues.

Demonstrated excellent communication skills in resolving product and consumer complaints.

HomeTowne Studios Columbia, SC

Front Office Manager

01/2017 - 09/2017

Monitored office inventory to maintain supply levels.

Met budget targets and quality standards by proactively leading team members and monitoring operations.

Orchestrated staff meetings to maintain open communication and quickly address concerns.

Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.

Managed inventory levels for supplies used at the front desk such as stationary items, key cards.

Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.

Established strong relationships with corporate clients in order to foster repeat business opportunities.

Self Employed Insurance Group Augusta, GA

Insurance Agent

05/2015 - 03/2017

Analyzed customer needs and provided best options, upselling products and services.

Delivered individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.

Engaged customers and provided high level of service by carefully explaining details about documents.

Developed relationships with new clients through cold calling and referrals from existing customers.

Received underwriting approvals after accurately completing applications for insurance coverage.

Stayed abreast of industry changes to amend insurance programs for existing and prospective clients.

Participated in continuing education courses to stay current on industry trends and changes in regulations.

Developed and implemented comprehensive insurance plans for clients according to their individual needs.

Generated reports detailing sales activities, client interactions, and progress towards goals.

IGA Supermarket Harlem, GA

Office Manager

05/2009 - 10/2015

Elevated customer satisfaction ratings by promptly resolving client and case issues.

Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.

Handled scheduling and managed timely and effective allocation of resources and calendars.

Monitored payments due from clients and promptly contacted clients with past due payments.

Coded and entered daily invoices with in-house accounting software.

Automated office operations for managing client correspondence, payment schedules and data communications.

Managed office budget to handle inventory, postage and vendor services.

Used judgment and initiative in handling confidential matters and requests.

Reviewed files and records to obtain information and respond to requests.

Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.

Coordinated office activities and operations to secure efficiency and compliance with company policies.

Administered payroll and maintained proper documentation of employee personnel.

Interpreted and communicated work procedures and company policies to staff.

Managed office inventory and placed new supply orders.

Answered phone calls, responded to emails, routed mail and coordinated courier services.

Ensured compliance with applicable laws regarding employment practices.

Reviewed contracts for accuracy prior to signing off on behalf of the company.

Developed and implemented office policies and procedures.

Managed, scheduled and coordinated office functions and activities for employees.

Provided training to new hires on office policies and procedures.

Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.

Maintained filing system for records, correspondence and other documents.

Organized company events including holiday parties, team building activities .

Conducted research projects related to new product development or marketing initiatives.

Coordinated meetings, conferences, travel arrangements and department activities.

Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.

Processed payroll accurately ensuring all employees were paid on time.

Education and Training

Augusta State University Augusta, GA

Bachelor of Arts in Psychology

12/2001

Thomson High School Thomson, GA

High School Diploma

06/1997

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