Erica Kirton
Saint Albans
Summary
Adept at managing high-stress situations and resolving customer issues, I enhanced satisfaction at Global Contact Service through expert communication and leadership. Awarded Employee of the Month for exceptional crisis management at NYPD, I excel in multi-line phone operations and team coordination, embodying professionalism and empathy in customer interactions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
MTA
05.2024 - 07.2024
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Call Center Representative
Global Contact Service
01.2023 - 05.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls in a professional and empathetic manner, reflecting company values.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Utilized CRM tools to maintain accurate records and ensured quickly resolution of complex customer issues.
Medical Assistant Intern
Jamaica Medical Heights
05.2022 - 08.2023
- Prepared examination rooms for patient visits, ensuring cleanliness and availability of necessary supplies.
- Obtained client medical history, medication information, symptoms, and allergies.
- Improved patient outcomes by accurately recording vital signs and communicating findings to the medical team.
- Safeguarded confidential patient information through strict adherence to HIPAA regulations in all communications and documentation processes.
- Supported optimal patient care by performing diagnostic tests under supervision, such as EKGs, phlebotomy, and point-of-care testing.
- Created and prepared patient charts accurately for clinics and medical professionals.
- Contributed to the overall safety of the clinic environment by strictly adhering to infection control and sterilization procedures in all aspects of patient care.
Store Shopper/ Trainer
Maple Bear
01.2019 - 04.2020
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
- Demonstrated speed and accuracy in order item selection.
- Applied organizational and problem-solving skills to resolve customer issues and meet management objectives.
- Trained and led a team of 10 store shoppers, coordinating schedules and ensuring high standards in customer service.
Police Communication Technician
New York City Police Department
02.2004 - 07.2018
- Maintained accurate records of dispatched calls, officer activity, and incident reports in a timely manner.
- Streamlined communication between officers and dispatch center by proficiently operating radio systems and equipment.
- Supported investigations by gathering relevant information from callers and relaying it to responding units.
- Enhanced situational awareness among patrol officers through real-time updates on unfolding events or changing circumstances.
- Developed strong crisis management skills, balancing multiple responsibilities in high stress situations.
- Awarded Employee of the Month for exceptional service in September 2005.
Education
No Degree - Medical Assistant
The Allen School
Queens, NY08-2023
High School Diploma -
Hillcrest High School
Queens, NY06-1997
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Excellent written and oral communication
- Telephone etiquette
- POS Systems and ordering Platforms
- Multi-line Phone Systems Operations
- Time Management
- organizational & leadership skills
Certification
- First Aide/ CPR Certified
Timeline
Customer Service Specialist
MTA
05.2024 - 07.2024
Call Center Representative
Global Contact Service
01.2023 - 05.2024
Medical Assistant Intern
Jamaica Medical Heights
05.2022 - 08.2023
Store Shopper/ Trainer
Maple Bear
01.2019 - 04.2020
Police Communication Technician
New York City Police Department
02.2004 - 07.2018
- First Aide/ CPR Certified
No Degree - Medical Assistant
The Allen School
High School Diploma -
Hillcrest High School
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