Carol Erdly
Winter Haven,FL
Summary
Dedicated Customer Service Team Member with unwavering commitment to customer service. Known for developing productive relationships, resolving complex issues and winning customer loyalty. Highly productive customer service team member well-versed in service delivery standards. Proven to navigate complex concerns well. Offering 15 years and more of experience in claims resolution and customer service-oriented positions.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service
Ross Stores
Kissimmee, FL
10.2023 - Current
- Monitored monthly customer service metrics for each customer service associate.
- Developed customer service procedures, policies and standards for customer service department.
- Developed and implemented customer service standards to ensure quality customer service.
- Developed customer service standards and trained personnel in customer service procedures.
- Resolved customer service inquiries in a timely manner while providing excellent customer service.
- Ensured that customer service standards were met by providing excellent customer service skills.
- Handled customer service inquiries in an efficient manner while providing excellent customer service.
- Developed processes for customer service operations to ensure consistency in customer service delivery.
- Contributed to a positive customer service experience by providing excellent customer service skills.
- Managed daily operations of customer service center, including staff scheduling and customer service.
- Resolved customer service issues in a timely manner while providing excellent customer service.
- Provided customer service when needed.
- Attended to customer service issues.
- Emphasized fast, friendly customer service.
Care Giver
Gt Independence
Lakeland, FL
02.2023 - 11.2023
- Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Administered prescribed medications on a timely basis following care plan instructions.
- Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
- Accompanied clients to social events such as movies or plays.
- Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
- Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Participated in team meetings regarding client progress or concerns raised by family members.
- Provided emotional support for clients who were experiencing depression or anxiety due to their illness or disability.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Ensured compliance with all applicable laws, regulations and standards governing home health care services.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
- Supported bathing, dressing and personal care needs.
- Maintained clean and well-organized environment for client happiness and safety.
- Improved patient outlook and daily living through compassionate care.
- Laundered clothing and bedding to prevent infection.
- Assisted with meal planning to meet nutritional plans.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Followed care plan and directions to administer medications.
Customer Service Representative
ResultsCx
Winter Haven, FL
07.2021 - 12.2022
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
Auto Injury Claims Associate
State Farm Insurance Company
11.2005 - 01.2017
- Investigated, gathered and analyzed evidence related to injury claims.
- Advised insurance companies on how to handle injury claims effectively and efficiently.
- Managed a high volume of injury claim files while maintaining accuracy and attention to detail.
- Reviewed medical records to assess the validity of injury claims.
- Provided support in all phases of pre-litigation investigations including collecting evidence from various sources.
- Maintained detailed records of all activities associated with each case file.
- Interfaced with clients providing them updates on their claim status.
- Collaborated with internal departments such as accounting, finance, marketing and operations when needed.
- Performed administrative tasks such as filing documents, scheduling appointments and organizing client information.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Examined claims, records and procedures to grant approval of coverage.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Prepared and reviewed insurance-claim forms and related documents for completeness.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Handled modification and updating of policies.
Customer Service Representative
Accent Marketing
05.2005 - 11.2005
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Customer Service Fitting Room and Cashier
Target
03.2004 - 01.2005
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Answered customer inquiries regarding store policies and procedures.
- Stocked shelves with merchandise when needed.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Conducted price checks for special orders or discounts as requested by customers.
Men's Department Sales Associate and Cashier
Walmart
02.2003 - 03.2004
- Assisted customers in selecting merchandise based on their needs and preferences.
- Processed payments, returns, and exchanges according to company policies.
- Ensured shelves were adequately stocked with product for customer convenience.
- Adhered to all safety and security regulations while handling merchandise.
- Greeted customers upon entering the store and provided assistance as needed.
- Provided excellent customer service by anticipating customer needs, responding promptly to inquiries, and resolving complaints courteously.
- Demonstrated knowledge of store products and services to increase sales opportunities.
- Maintained current knowledge of promotions, policies regarding payment, exchanges, refunds.
Education
High School Diploma -
Lakeland Senior High School
Lakeland, FL05-1996
Business Administration
Polk State College
Winter Haven, FLSkills
- Microsoft Office
- Enterprise Claims System (10 years)
- Customer Service
- Customer service experience
- Customer service representation
- Inbound Customer Service
- Customer service excellence
- Customer Service-Oriented
- Exceptional customer service
- Retail sales customer service
- Call Center Customer Service
- Customer service and assistance
- Excellent customer service skills
- Customer Relations
- Customer Empathy
- Guest Service and Support
Certification
- Adjuster All Lines, 07/01/08, 05/01/17
- Company Emp Adj- All Lines, P155789
Additional Information
I am an outgoing, self-motivating, career-oriented person who can work both independently and work well with others. I have experience working with computer and word processing skills and able to adapt and learn new skills as well as computer functions and/or programs. I have the ability to work in a fast-paced, team oriented environment. In addition, I am able to multitask and am detailed oriented. I have excellent interpersonal skills as well as communication skills. I have the ability to provide superior customer skills while navigating multiple systems including the use of instant messaging and/or chat. I strive to meet customers by building solutions, following up to a variety of customer questions, concerns, issues and/or inquiries. I strive to meet the customers needs and expectations. To me, putting the customer first, taking care of them can be the foundation in providing excellent customer experience. At the end of my day, I want to leave with satisfaction knowing that I have helped and met the expectations of my customers by identifying, matching and fulfilling their needs. I want to help make a difference in other people's lives. I enjoy working with people, develop and building customer relationships. I have a strong work ethic with complete commitment to succeed each and everyday both professionally and personally.
References
References available upon request.
Timeline
Customer Service
Ross Stores
10.2023 - Current
Care Giver
Gt Independence
02.2023 - 11.2023
Customer Service Representative
ResultsCx
07.2021 - 12.2022
Auto Injury Claims Associate
State Farm Insurance Company
11.2005 - 01.2017
Customer Service Representative
Accent Marketing
05.2005 - 11.2005
Customer Service Fitting Room and Cashier
Target
03.2004 - 01.2005
Men's Department Sales Associate and Cashier
Walmart
02.2003 - 03.2004
High School Diploma -
Lakeland Senior High School
Business Administration
Polk State College