Adam Erickson
__________________________
North Oxford,MA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and able to quickly master new skills.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Customer Advocate
Paycor
8 2022 - Current
- Serve as a frontline resource for business associates, HR Managers, and leaders.
- Assist with correcting time cards for employees to ensure they are ready to be submitted to payroll, troubleshoot time clocks when they malfunction, assist with creating and troubleshooting PTO accrual plans, educate clients on how to use Paycor's Time and Attendance products.
- Resolve open cases for clients in a timely manner and ensure that there is sufficient communication between the client and myself via email, phone, or zoom.
- Meet or exceed metrics such as Schedule Adherence, Handle time, Transfer percentage, and Quality Assurance.
- Enhance productivity and customer service levels by anticipating needs and delivering outstanding support.
Video Repair Representative 3
Charter Communications
Worcester, MA
07.2011 - 08.2022
- Received incoming calls regarding service related issues or requests and successfully resolved those issues in one call to maintain the First Call Resolution Metric.
- Handled all customer inquiries including billing questions, creating appointments for service issues and applying adjustments to accounts.
- Participated in supporting and serving as a resource for representatives while helping with floor support to assist leadership.
- Took responsibility and ownership of all calls from customers and followed through with any expectations set during the interaction.
- Increased repeat business with exceptional customer service and follow-up on completed repairs.
- Regularly updated knowledge of industry trends, tools, and techniques to stay current with best practices in device repair.
Education
High School Diploma - Information Technology
Pathfinder Regional Vocational Technical High School
Palmer, MA 09.2000 - 06.2004
Associate of Science - Business Administration
Mount Wachusett Community College
Gardner, MA 09.2024 - Current
Skills
CRM Software
Research
Critical Thinking
Service-Oriented Mindset
Issue Research
Retention Strategies
Conflict Resolution
Documentation Coordination
Data Entry Skills
Data Entry Skills
Timeline
Associate of Science - Business Administration
Mount Wachusett Community College
09.2024 - Current
Video Repair Representative 3
Charter Communications
07.2011 - 08.2022
High School Diploma - Information Technology
Pathfinder Regional Vocational Technical High School
09.2000 - 06.2004
Customer Advocate
Paycor
8 2022 - Current
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