ERICA ACERA
Customer Service
Winnabow,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Customer Service Loyalty II
Verizon
Basking Ridge, NJ
10.2023 - Current
- Engaged with customers through attentive listening and appropriate responses, fostering rapport while executing a full spectrum of customer service and technical support functions.
- Investigated and solved customer problems autonomously, contributing to improved customer experience.
- Oversaw call management to ensure thorough issue analysis and minimize transfers.
- Fostered strong relationships with customers through active listening and understanding of their concerns.
- Leveraged expert negotiation, analytical, and investigative problem-solving skills to address complex, non-routine customer concerns.
- Employed comprehensive understanding of VZW online tools and troubleshooting protocols to ensure complete resolution of customer issues.
- Articulated complex technical solutions with clarity and precision to enhance customer understanding.
- Proactively assessed customer account details to ensure optimal product and service recommendations that foster loyalty and growth.
- Implemented ethical sales practices to ensure customer satisfaction while facilitating line upgrades and accessory orders.
- Complied with attendance guidelines to enhance team performance and achieve objectives.
- Consistently delivered results that met and often exceeded performance standards.
- Provided floor support to facilitate peer collaboration in analyzing customer situations.
Customer Service Coordinator
Verizon
Basking Ridge, NJ
02.2022 - 10.2023
- Esca
Customer Pro/Senior Rep
Verizon
02.2006 - 02.2022
- Engaged with customers through attentive listening and appropriate responses, fostering rapport while executing a full spectrum of customer service and technical support functions.
- Investigated and solved customer problems autonomously, contributing to improved customer experience.
- Oversaw call management to ensure thorough issue analysis and minimize transfers.
- Fostered strong relationships with customers through active listening and understanding of their concerns.
- Leveraged expert negotiation, analytical, and investigative problem-solving skills to address complex, non-routine customer concerns.
- Employed comprehensive understanding of VZW online tools and troubleshooting protocols to ensure complete resolution of customer issues.
- Articulated complex technical solutions with clarity and precision to enhance customer understanding.
- Proactively assessed customer account details to ensure optimal product and service recommendations that foster loyalty and growth.
- Implemented ethical sales practices to ensure customer satisfaction while facilitating line upgrades and accessory orders.
- Complied with attendance guidelines to enhance team performance and achieve objectives.
- Consistently delivered results that met and often exceeded performance standards.
- Provided floor support to facilitate peer collaboration in analyzing customer situations.
Project CORE Activation Support Seasonal Support
Verizon Wireless
11.2019 - 12.2019
- Provided comprehensive activation support and streamlined credit application and order processing to enhance sales operations in direct, indirect, and big six locations.
- Executed order processing and returns while optimizing workflow within omni-channel sales system.
- Identified, rectified, and established processes for managing orders that encountered errors.
- Conducted thorough investigations into unresolved issues to enhance service delivery and customer satisfaction.
- Coordinated sales activation processes to ensure prompt service delivery and maintain customer satisfaction.
Fraud Project Seasonal Support
Verizon
11.2018 - 12.2018
- Oversaw analysis of suspicious activities for new customer accounts and service lines. Managed review processes for credit applications and equipment orders within a 90-day timeframe. Enhanced risk management strategies through diligent monitoring of account activities.
- Leveraged workforce management tools to locate and analyze documents for customer identity and residence verification.
- Analyzed credit applications and orders to ensure accuracy and compliance with company standards.
- Facilitated resolution of order returns and performed detailed error analysis to improve operational efficiency.
- Conducted thorough analysis of customer documentation using LexisNexis to validate address history and credit history for compliance and risk assessment.
- Administered verification system ensuring customer identity confirmation via unique PIN codes delivered to designated phone or email contacts.
- Mastered new components of order and application processes at Verizon.
- Enhanced ability to articulate investigation and analysis processes for orders and credit applications to customers and team members.
Transition Assistant
Verizon Wireless
02.2017 - 04.2017
- Inspired new hires daily to achieve and surpass company objectives through collaborative teamwork and workshops.
- Spearheaded onboarding initiatives for new hires through tailored coaching sessions.
- Delivered thorough onboarding sessions to familiarize new employees with Verizon's systems, process plans, and service offerings.
- Guided new employees in analyzing account remarks and history while actively listening to customers to ensure successful resolution on initial contact.
Education
Bachelor of Science - Business Administration
Strayer University
Valentines, VA09.2022
Skills
Exhibited a consistently positive and approachable demeanor in all interactions
Assisted teams in achieving project goals through effective communication and support Collaborated with colleagues to resolve issues and enhance workflow Contributed to group efforts by sharing ideas and resources
Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
Executed problem-solving strategies to identify and resolve operational challenges
Optimized scheduling and prioritization of tasks to enhance productivity
Timeline
Customer Service Loyalty II
Verizon
10.2023 - Current
Customer Service Coordinator
Verizon
02.2022 - 10.2023
Project CORE Activation Support Seasonal Support
Verizon Wireless
11.2019 - 12.2019
Fraud Project Seasonal Support
Verizon
11.2018 - 12.2018
Transition Assistant
Verizon Wireless
02.2017 - 04.2017
Customer Pro/Senior Rep
Verizon
02.2006 - 02.2022
Bachelor of Science - Business Administration
Strayer University