Erica Auldridge

Trained new hires on company policies and customer service standards.

• Trained new team members on operational procedures to enhance team performance.
• Greeted customers, took orders, processed payments, and ensured accurate and efficient order delivery in fast-paced, high-volume restaurant.
• Managing the drive-thru lane, handling payments, and verifying order accuracy ("expo") before handing food to customers.
• Communicated consistently with coworkers to maintain smooth operational flow.
• Implemented best practices for food safety and quality control procedures.
• Ensured restaurant presented a welcoming atmosphere by thoroughly cleaning dining spaces.

• Managed high volume of inbound calls to assist customers effectively.
• Answered customer inquiries and provided accurate information regarding products and services.
• Gathered customer information, verified key aspects, and determined timely resolutions to enhance service experience.
• Delivered timely nationwide support to clients, ensuring satisfaction.
• Facilitated support for branch managers, service centers, account managers, project managers, and other customers in servicing accounts, verified customer information in systems, documented scheduled jobs, and delivered exceptional customer service in a dynamic environment.
• Achieved and surpassed daily performance metrics, contributing to overall team success.
• Collected customer feedback through surveys and implemented insights to enhance service quality.

• Served as initial point of contact for problem resolution and escalation management, improving first call resolution ratings.
• Supervised three CMS contracts managing inbound inquiries for ACO Information Center, Physician Value-Based Payment Modifier Program, and Electronic Healthcare Records Information Center.
• Maintain open communication with management and a team of 30+ customer service representatives regarding call trends, call handling, average handle time and quality improvement.
• Analyze statistics and other data to determine the level of customer service performance achieved by the team and provide them with the resources needed to reach their goals.
• Conducted interviews, acquisitions, counseling, and terminations of customer service representatives to build a skilled team.

• Customer service agent answering calls for an inbound call center supporting the Centers for Medicare and Medicaid Services (CMS) Electronic Health Records (EHR) Information Center.
• Answered help desk calls from peers to reduce unnecessary escalations and improve overall customer satisfaction.
• Assisted in implementing outbound department for troubleshooting provider payment delays and communicating CMS-approved responses to providers seeking appeals or administrative reviews, utilizing various reference resources to resolve complex inquiries.
• Submitted suggestions for scripting and process improvements to streamline call center functions, enhance access to relevant resources, and support CSRs in meeting individual metric requirements.
• Kept up-to-date with program requirements, system changes, and new procedures by attending implementation meetings, training sessions, and reading and referring to updated materials.