Ereka Flores
Fresno,CA
Summary
Highly skilled Senior Customer Service Representative with background in fast-paced, customer-focused environments. Extensive experience resolving complex customer inquiries, improving customer satisfaction levels, and driving overall operational improvements. Strengths include strong communication skills, conflict and resolution abilities. Proven capacity to influence positive changes within previous roles through innovative problem-solving techniques.
Overview
16
16
years of professional experience
Work History
Senior Customer Service Representative
Lincare
Fresno
05.2009 - Current
- Coordinated with suppliers regarding delivery dates, product availability.
- Conducted customer service training for new hires.
- Ensured compliance with applicable laws and regulations related to customer service.
- Analyzed customer data to identify opportunities for upselling services.
- Provided product information and answered questions regarding features, insurance pricing.
- Provided technical support to customers via phone.
- Managed incoming calls from customers while providing exceptional service.
- Maintained accurate records of all customer interactions in LITE system.
- Responded promptly to inquiries from customers about products or services.
- Educated customers about products, pricing and policies to address and resolve issues.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Updated system with order specifics and customer details, preferences, and billing information.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Mentored junior team members and managed employee relationships.
Education
Some College (No Degree) - Medical Assistant
MCED
FresnoSkills
- Customer service
- Technical support
- Data analysis
- Regulatory compliance
- Order management
- Documentation review
- Complaint resolution
- Customer support
- Staff training
- Customer service excellence
- Teamwork
- Work prioritization
- Understanding customer needs
- Time management abilities
- Problem-solving
- Multitasking Capability
- Calm and professional under pressure
- Dependable and responsible
- Decision-making
Timeline
Senior Customer Service Representative
Lincare
05.2009 - Current
Some College (No Degree) - Medical Assistant
MCED