Customer Service & Administrative Support Specialist

Erica Hay

Columbus, OH ***** ************@*****.*** +1-614-***-****

Professional Summary

Customer-focused professional with extensive experience in customer service, administrative support, and hospitality. Skilled in communication, problem-solving, and delivering exceptional client experiences.

Work Experience

Retirement Specialist – Nationwide, Columbus, OH

August 2025 – December 2025

• Explained retirement benefits to customers and assisted with account access.

• Processed withdrawals and guided clients through retirement plan options. Customer Service Representative – Smart Financial, Columbus, OH August 2024 – July 2025

• Verified customer information and matched clients with licensed insurance agents. Appointment Setter Lead – Gutter Guards America, Columbus, OH January 2023 – April 2024

• Scheduled appointments for new leads and identified high-quality prospects.

• Approved appointments set by agents and performed audits on calls and bookings. Guest Service Representative – Hyatt

March 2022 – December 2023

• Managed reservations and assisted guests with inquiries and changes.

• Handled claims and scheduled repair or replacement appointments. Customer Service Representative – Gap, Groveport, OH October 2020 – January 2021

• Assisted customers with orders and resolved issues promptly. Education

High School Diploma – Fort Hayes Metropolitan Education Center, Columbus, OH (2012) Skills

• Customer Service

• Communication

• Microsoft Office Suite

• Data Entry

• Time Management

• Problem Solving

• Administrative Support

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