Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Erica Chester

Erica Chester

Customer Service Specialist
Fort Myers,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in communication. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience
3
3
years of post-secondary education

Work History

Chat Support Representative

Comcast
Fort Myers, United States
05.2020 - 08.2022
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.
  • Handled inbound customer chat conversations from various websites.
  • Assisted department with email-based and phone support when call center was busy or short-staffed.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Assisted team leader with coaching and mentoring of new employees.
  • Trained staff on operating procedures and company services.

Customer Service Representative

Teleperformance
Fort Myers, United States
06.2016 - 04.2020
  • Documented and detailed calls and complaints using call center's CRM database.
  • Responded to customer calls and emails to answer questions about products and services.
  • Responded to customer comments and questions via LiveChat during shifts.
  • Effective liaison between customers and internal departments.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Technical Support Representative

Alorica
Fort Myers, FL
12.2014 - 05.2016
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided documentation on troubleshooting of technical processes to support desk staff.
  • Researched product and issue resolution tactics to address customer concerns.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Education

High School Diploma -

Dunbar High School
Fort Myers, FL
08.2009 - 06.2012

Skills

    Telephone etiquette

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama

Timeline

Chat Support Representative

Comcast
05.2020 - 08.2022

Customer Service Representative

Teleperformance
06.2016 - 04.2020

Technical Support Representative

Alorica
12.2014 - 05.2016

High School Diploma -

Dunbar High School
08.2009 - 06.2012

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Erica ChesterCustomer Service Specialist