Erica Biscoe
Phoenix
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
VIMO Get Insured
09.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Delivery Driver
Amazon
08.2021 - 09.2024
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
Credit Specialist
Progrexion
04.2017 - 06.2023
- Increased customer satisfaction, resolving disputes and offering payment solutions tailored to individual needs.
- Maintained accurate documentation of all credit-related activities, ensuring compliance with company policies and industry regulations.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Reduced risk exposure by conducting thorough credit analyses for new and existing clients.
General Manager of Food Service
Dunkin' Donuts
08.2011 - 04.2017
- Reduced food waste through better inventory management and portion control, leading to increased profitability.
- Increased customer satisfaction by implementing effective staff training and performance management programs.
- Maintained open lines of communication between front-of-house and back-of-house staff, ensuring seamless coordination for optimal service delivery.
- Managed financial aspects of the business including budgeting, forecasting, cost analysis, and profit maximization strategies.
- Managed and motivated employees to be productive and engaged in work.
Education
High School Diploma -
Tolleson Union High School
Tolleson05-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Time management
- Product knowledge
- Problem-solving
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Best employee to work with
Best employee to work with award was awarded due to my contagious positive attitude resulting in a stress free work enviroment.
Languages
English
Full Professional
Timeline
Customer Service Representative
VIMO Get Insured
09.2024 - Current
Delivery Driver
Amazon
08.2021 - 09.2024
Credit Specialist
Progrexion
04.2017 - 06.2023
General Manager of Food Service
Dunkin' Donuts
08.2011 - 04.2017
High School Diploma -
Tolleson Union High School
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