Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Work Availability
Timeline
Hi, I’m

Erin Fernandes

Cumberland,RI
Erin Fernandes

Summary

Proven track record at Edward Transportation, LLC, enhancing customer satisfaction and fostering strong relationships, leading to repeat business. Excelled in customer service excellence and problem-solving, significantly contributing to sales growth and achieving key performance indicators. Skilled in payment processing and teamwork, consistently exceeding targets through innovative strategies and collaborative efforts while managing one of Edward Transportation's social media page.

Overview

22
years of professional experience

Work History

Edward Transportation, LLC

Sales & Service Support - REMOTE
07.2022 - Current

Job overview

  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Provided timely assistance to customers via phone, email, and text channels, ensuring a high level of professionalism at all times.
  • Created and maintain one of the social media accounts for the company and successfully acquired leads
  • Generated reports to track performance and analyze trends.
  • Coordinated with drivers to avoid scheduling conflicts while keeping customer preferences at the forefront

Collette

Client Care Supervisor II - REMOTE FIRST STRATEGY
09.2002 - Current

Job overview

  • Contributed significantly toward increasing sales delivering memorable and personalized customer experiences consistently throughout my tenure as a supervisor.
  • Survived 9 rounds of furloughs/layoffs during Covid, never laid off. The only person group team member for Central & Eastern USA.
  • Consistently met or exceeded departmental targets related to response times, resolution rates, and client feedback scores.
  • Established strong relationships with key stakeholders, further promoting trust in our services.
  • Developed training materials to ensure consistent service quality across the Client Care team.
  • Oversaw daily operations of the Client Care team, ensuring timely and accurate support for clients.
  • Managed escalated calls, resolving complex issues and maintaining high levels of client satisfaction.
  • Interacted with team members across departments to research and resolve customer issues.
  • Analyzed performance metrics, identifying areas for improvement and implementing targeted strategies.
  • Collaborated with other departments to streamline communication and enhance overall client experience along with cross functional projects.
  • Created a welcoming environment for team members and clients by demonstrating empathy and understanding during interactions.
  • Built relationships with customers and community to establish long-term business growth.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Held weekly team meetings & bi weekly 1:1 coaching sessions for a team of 15-20
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Created a welcoming environment for clients by demonstrating empathy and understanding during interactions.
  • Mentored team members members, fostering professional growth and boosting team productivity.
  • Played a pivotal role in retaining valuable clientele through effective conflict resolution techniques and exceptional interpersonal skills.
  • Adapted quickly to changes in company procedures and market trends, ensuring that the Client Care team remained at the forefront of best practices for providing exceptional support to our clients.

Education

Johnson & Wales University
Providence, RI

Bachelor of Science from Business Management

Skills

  • Payment Processing
  • Customer Service Excellence
  • Teamwork and Collaboration
  • Problem-Solving
  • Emotional Intelligence
  • Adaptability
  • Collaborative Team Player
  • Interpersonal Skills
  • Organizational Skills
  • Incoming & Outbound Call Management
  • Outbound sales calls to hotels & travel agencies
  • Driver Support including Employee App training
  • Quality Assurance

Accomplishments

  • Generated leads which resulted in strong relationships
  • Achieved tracking driver availability by completing a Google time off calendar and responsible for supporting it with accuracy and efficiency.
  • Provided driver training on use of a communication application

Additional Information

Presently, I am interested in part time work including evenings, weekends, or overnight. I work well individually and also as part of team and very adaptable to change while considering how it will affect the customer/team.

Availability
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Timeline

Sales & Service Support - REMOTE

Edward Transportation, LLC
07.2022 - Current

Client Care Supervisor II - REMOTE FIRST STRATEGY

Collette
09.2002 - Current

Johnson & Wales University

Bachelor of Science from Business Management

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Erin Fernandes