Era'ka Echols
Customer Support Specialist
Forney,TX
Summary
I am a forward-thinking professional adept at efficiently and respectfully resolving customer issues. With a deep understanding of customer product concerns, I excel in enhancing productivity through thorough problem analysis. My track record showcases a consistent ability to elevate customer satisfaction levels. Moreover, as a personable and dedicated Customer Service Representative with extensive experience, I thrive as a collaborative team player, fostering positive relationships with clients. Committed to upholding customer satisfaction and driving company success, I bring an upbeat demeanor and proven rapport-building skills to every interaction. I am articulate, enthusiastic, and results-oriented, with a genuine passion for nurturing connections, fostering partnerships, and facilitating business growth.
Overview
3
3
years of professional experience
Work History
Confirmation Specialist-Data Entry/Call Center Representative
DaBella
10.2023 - 02.2024
- Followed all company policies and procedures to deliver quality work.
- Verified and confirmed appointments, orders, or other customer-related information in accordance with company procedures.
- Enter data accurately and efficiently into computer systems or databases, as well as maintaining updated records and documentation of confirmed appointments or orders.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Communicated effectively with internal teams and external customers to resolve any discrepancies or issues related to confirmation processes.
Customer Service Reservation Agent
American Airlines
04.2023 - 08.2023
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Lead Problem Solver
Amazon
09.2021 - 03.2023
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Consistently met service team sales targets and call handling quotas consistently.
- Exceeded team goals and collaborated with staff to implement customer service initiatives.
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
Beauty Advisor
Ulta
08.2021 - 09.2021
- Finalized purchases and processed payments.
- Displayed merchandise to present visually appealing arrangements that drive sales.
- Built and deepened productive and positive customer relationships with high-quality service and focus on gaining loyalty.
- Fostered clean and sanitary work environment to protect customers and staff from infection.
- Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs.
- Recommended treatment and styling products to customers to meet current needs or resolve specific concerns.
- Capitalized on upselling opportunities for additional products and services to increase sales numbers.
Crew Team Member
CiCis Pizza
09.2020 - 02.2021
- Greeted customers and cultivated positive experiences in line with company standards.
- Swept, vacuumed and dusted areas periodically to maintain impeccable cleanliness.
- Fielded hundreds of customer requests on daily basis varying in complexity and volume with urgency and professionalism.
- Wiped down tables and equipment, swept and refilled stock.
- Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
- Drove team success by completing assigned task quickly and accurately.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
- Assisted General Manager by coaching and training new employees.
Education
No Degree - Game And Interactive Media Design
Dallas County Community College
Dallas, TX12.2026
High School Diploma -
Duncanville High School
Duncanville, TX08.2020
Skills
Calm and Professional Under Pressure
Data Entry and Maintenance
Efficient and Detail-Oriented
Team-Oriented and Cooperative
Time Management
Strong Analytical and Problem-Solving Skills
Verbal and Written Communication
Multitasking and Prioritization
Upselling Proficiency
Call Center Customer Service
Effective Listening
Developing Rapport with Guests
Additional Information
In High School I was a FFA Member and attended and competed in the competitions. The Texas FFA is a dynamic youth organization that makes a positive difference in the lives of students by developing their potential for premier leadership, personal growth, and career success through agricultural education. It has given me a substantial amount of work and career experience.
Timeline
Confirmation Specialist-Data Entry/Call Center Representative
DaBella
10.2023 - 02.2024
Customer Service Reservation Agent
American Airlines
04.2023 - 08.2023
Lead Problem Solver
Amazon
09.2021 - 03.2023
Beauty Advisor
Ulta
08.2021 - 09.2021
Crew Team Member
CiCis Pizza
09.2020 - 02.2021
No Degree - Game And Interactive Media Design
Dallas County Community College
High School Diploma -
Duncanville High School