Erica Armstrong
Killeen,Texas
Summary
Friendly and analytical Senior Call Center Representative with 10 years of experience handling technical and non-technical customer calls in large and small call center environments. Follows all company guidelines in order to successfully complete a call. Excellent interpersonal skills and a trained expert in conflict management. Tech-savvy, with the aptitude to ramp up on new systems and processes quickly. Also a licensed health, life, and accident licensed agent in many states. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
14
14
years of professional experience
Work History
Customer Service Specialist
Famers Insurance
04.2022 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer requests for products, services, and company information.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Implemented and developed customer service training processes.
Customer Service Representative
Everise
08.2021 - 01.2022
- Working from home
- Upselling health plans
- Speaking to approximately nine members within an eight-hour time frame
- Active listening to be able to address their concerns or needs
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Customer Service Representative
Teletech Optum RX
08.2020 - 08.2021
- Handle 80 inbound calls per day, answering customer inquiries and resolving issues
- Working from home
- Being able to speak with Pharmacist, Doctors, and members and suit their needs
- Handling each call within our allotted five minutes or less.
Customer Service Representative
Taco Bell
08.2010 - 08.2020
- Managing a staff of fifteen or more
- Created and maintained clear, concise project plans and developed strategies to meet deadlines
- Cash handling, deposits
- Engaging with many customers and making them feel welcomed and appreciated.
Customer Service Representative
TELEPERFOMANCE USA
02.2017 - 05.2019
- Handle 400 inbound calls per week, answering customer inquiries and resolving issues
- Active listening
- Computer skills
- Multitasking
- Organization skills
- Using multiple monitors.
Education
Diploma -
Penn Foster High School
Scranton, Pennsylvania05.2017
Skills
- Customer service
- Call center
- Microsoft Office
- Customer care
- Management
- Typing
- Multi-task
- Account Management
- Report Generation
- Complaint resolution
- Price quotes
- Customer Retention
- Good communication skills
- Problem Resolution
- Call center experience
- De-Escalation Techniques
- Customer Relations
- Conflict Mediation
- Complaint Handling
- Excellent written and oral communication
Timeline
Customer Service Specialist
Famers Insurance
04.2022 - Current
Customer Service Representative
Everise
08.2021 - 01.2022
Customer Service Representative
Teletech Optum RX
08.2020 - 08.2021
Customer Service Representative
TELEPERFOMANCE USA
02.2017 - 05.2019
Customer Service Representative
Taco Bell
08.2010 - 08.2020
Diploma -
Penn Foster High School
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