Hi, I’m
Erica Anderson
Lake Stevens,WA
Summary
I am seeking a position where the utilization of some of my customer services skills such as order entry, processes, complexed errors, and abilities aligns with my position. I am positive, enthusiastic, and dependable, with a customer centric approach. I am adaptable to changes. I am eager to work in a fast moving, dynamic, innovative organization and thrive on challenges to learn new skills. I provide superior experiences with each interaction, both internally and externally Insightful SME. Dedicated to providing strategic and technical coaching to technical teams. Skilled in troubleshooting and resolving complex information technology problems by performing technical root cause analysis and providing viable solutions. Certified in Technical Support.
Overview
13
years of professional experience
Work History
Comcast
Support Professional SME (Subject Matter Expert)
10.2015 - Current
Job overview
- In this role I am responsible for providing consistent exceptional customer service in Customer Care and Technical operations for internal and external customers.
- Identified areas of risk within complex projects then proposed mitigation strategies for successful completion of tasks.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
- Drafted technical documents, such as user manuals and training materials, to ensure accuracy of content.
- I share expertise in order entry, updated process and policy, West Division tools and resolve complex errors to come up with a solution
- I assist internal employees as part of the SME role
- I provide knowledge through building self-sufficiency when agents need additional support on their call or task
- I collaborated to create and maintain the Mentor program, now known as the PAL program (Peer Assisted Learner)
- This was designed to assist new and existing agents to help improve performance metrics and define success
- I was responsible for facilitation trainings designed cross function
- I demonstrated strength in building rapport with both internal and external customers
- A part of the Development Team and Reporting Team, I am responsible for content creation for training materials to fill recognized learning gaps, fostering a consistent experience and helping to drive strategic initiatives.
Comcast
Customer Account Executive 3
10.2010 - 01.2015
Job overview
- Assisted our West Division customers on their core product services and billing, while maintaining an exceptional level of customer service
- During my time in this role, I participated in the PAL program and SME program.
Education
University of Phoenix
2021
Everett Community College
01.2003
Skills
- Project Planning
- Improvement Plan Knowledge
- Excel
- Process Improvement
- Idea Development and Brainstorming
- Computer Skills
- Teamwork and Collaboration
- Organization
- Dependable and Responsible
- Billing Systems
- Problem Solving Skills
- Experience in Leadership
- Customer Service and Advanced Communications and Relations
- Typing 35 WPM
- Microsoft Windows
References
Available upon request.
Timeline
Support Professional SME (Subject Matter Expert)
Comcast
10.2015 - Current
Customer Account Executive 3
Comcast
10.2010 - 01.2015
University of Phoenix
Everett Community College
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