Summary
Overview
Work History
Education
Skills
Timeline
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Eric Pearson

34 Victoria Ct,NJ

Summary

Dynamic and results-driven professional with a proven track record at TD Bank, excelling in customer service and problem resolution. Adept at enhancing team performance through effective coaching and training, while maintaining a calm demeanor under pressure. Skilled in utilizing technology to improve processes and foster positive relationships, and driving significant improvements in service quality. Effective at prioritizing tasks and meeting deadlines.

Demonstrates strong analytical and communication skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success. Brings positive attitude and commitment to continuous learning and growth.

Overview

11
11
years of professional experience

Work History

Technical Support Representee

TD Bank
05.2015 - 04.2025
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Developed and maintained courteous and effective working relationships.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Passionate about learning and committed to continual improvement.
  • Worked well in a team setting, providing support and guidance.

Call Center Manager

EZ- Management Solutions
04.2014 - 04.2015
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Evaluated data to identify trends and determine customer service needs.
  • Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Education

High School Diploma -

Rancocas Valley Regional High School
New Jersey
06-2001

Skills

  • Friendly, positive attitude
  • Customer service
  • Time management
  • Dependable and responsible
  • Flexible and adaptable
  • Multitasking Abilities
  • Calm under pressure
  • Active listening
  • Computer skills
  • Decision-making
  • Problem resolution
  • Verbal communication

Timeline

Technical Support Representee

TD Bank
05.2015 - 04.2025

Call Center Manager

EZ- Management Solutions
04.2014 - 04.2015

High School Diploma -

Rancocas Valley Regional High School

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Eric Pearson