Erica Basham
Copperas Cove,TX
Summary
To gain work experience in the labor force. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Riverlink Staffing
Remote
05.2022 - 10.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Pharmacy Help Desk agent
Teletech Optum RX
10.2020 - 04.2022
- HIPPA VERIFIED
- ASSISTING PHARMACY WITH OVERRIDES FOR MEMBERS
- Assisting member with copay /co structure
- Document calls with caller name last initial what service i provided
Call Center Agent
Teleperformance
10.2019 - 10.2020
- Answering calls
- Finding a solution
- Documenting calls
- Checking orders
- Finding something similar
Assistant Manager
Famous Footwear / Caleres
07.2015 - 09.2019
- Making schedule
- Customer service
- Rewards programs
- Seasonal sales
Shoe Sales Associate
Kohls
07.2014 - 07.2015
- Responsibilities
- Recovery
- Make displays
- Cashiers
- Making boxes
- Helping / answering question for customers
- Rearranging shoes
- Accomplishments
- Making sure customers get what they want
- Skills Used
- Lifting boxes
- Working as a team to achieve our goals
Cashier and Shoe Associate
Payless ShoeSource
02.2012 - 08.2013
- Responsibilities
- Customer services, tagging, shipment, maintenance opening/closing
- Accomplishments
- Giving great customer service
Sales Associate and Cashier
Burlingtons Coat Factory
Sacramento, CA
10.2011 - 01.2012
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Escalation Specialist
Centene
Remote
10.2022 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
- Streamlined the escalation process by developing clear communication guidelines for team members and stakeholders.
Education
High school diploma -
Luther Burbank High School
01.2010
Skills
- Key Holder
- Retail Management
- Customer Service
- Sales
- Scheduling
- Training
- Inventory
- Management
- Cash Handling
- Customer Service Skills
- Inventory Management
- Merchandising
- Microsoft Excel
- Team Building
- Word
- Help Desk
- Desktop Support
- Software Troubleshooting
- Technical Support
- Active Directory
- Reliability
- Team Work
- Flexibility
- Problem-solving
- Microsoft Windows
- Troubleshooting
- Operating Systems
- Network Support
- Remote Access Software
- Microsoft Office
Certification
Eyelash technician, Present
Timeline
Escalation Specialist
Centene
10.2022 - Current
Customer Service Representative
Riverlink Staffing
05.2022 - 10.2022
Pharmacy Help Desk agent
Teletech Optum RX
10.2020 - 04.2022
Call Center Agent
Teleperformance
10.2019 - 10.2020
Assistant Manager
Famous Footwear / Caleres
07.2015 - 09.2019
Shoe Sales Associate
Kohls
07.2014 - 07.2015
Cashier and Shoe Associate
Payless ShoeSource
02.2012 - 08.2013
Sales Associate and Cashier
Burlingtons Coat Factory
10.2011 - 01.2012
High school diploma -
Luther Burbank High School