ERICA C. MORGAN
Baton Rouge,LA
Summary
Dynamic customer service professional with extensive experience at GetInsured, excelling in case resolution and effective communication. Proven ability to prepare training materials and manage multiple customer interactions with precision. Recognized for attention to detail and leadership development, consistently enhancing team performance and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Service Agent II / Trainer Assistant
GetInsured
09.2023 - 11.2025
- Oversaw secure handling of employee documents including I-9s, confidentiality forms, and access approvals.
- Prepared training materials and assisted with systems guidance.
- Handled numerous inbound calls and live chats, aiding consumers with application creation.
- Provided real-time assistance via the company's chat platform, managing multiple conversations concurrently.
- Recorded customer interactions, case resolutions, and follow-up actions in internal systems with exceptional attention to detail.
- Resolved customer issues in accordance with state marketplace regulations.
- Engaged in Leadership Development Training to advance to Team Lead.
Customer Service Agent
Conduent
12.2022 - 07.2023
- Delivered administrative and customer assistance to H&R Block callers.
- Logged account discrepancies.
- Handled tax inquiries while ensuring detailed documentation in the system.
- Transferred calls to suitable departments and documented complaints.
Customer Service Agent
Advanced Call Center
02.2021 - 02.2022
- Resolved extensive customer call queries for prepaid debit card assistance.
- Executed data entry updates efficiently.
- Implemented administrative protocols for managing call routing and documenting solutions.
- Documented customer interactions accurately in company systems.
Data Entry Clerk / Screener
Savard Labor and Marine
Baton Rouge, U.S.
02.2017 - 06.2017
- Assessed candidate suitability and updated internal client profiles accurately.
- Parsed resumes, organized candidate documentation, and updated records.
- Engaged in daily communication with supervisors.
- Coordinated with team members to resolve discrepancies in data entries.
- Created spreadsheets to track data entries.
- Verified accuracy and completeness of data entry into the database system.
Administrative Assistant
Safe Zone
Lithonia, U.S.
05.2014 - 07.2015
- Executed administrative tasks such as scanning, mailing, and faxing.
- Coordinated scheduling of meetings to optimize time management.
- Handled numerous incoming calls efficiently.
- Scheduled appointments and coordinated calendars for multiple staff members.
- Maintained accurate client records using electronic health record systems.
- Provided information about services offered, addressing client questions promptly.
Education
Business Management Coursework -
Ashford University
San Diego, CA05.2017
Skills
- Customer relationship management
- Call handling techniques
- Case resolution strategies
- Data entry accuracy
- Training material preparation
- Complaint documentation
- Effective communication
- Problem solving
- Attention to detail
- Time management
- Leadership development
- Conflict resolution
References
Available upon request.
References
References available upon request.
Timeline
Customer Service Agent II / Trainer Assistant
GetInsured
09.2023 - 11.2025
Customer Service Agent
Conduent
12.2022 - 07.2023
Customer Service Agent
Advanced Call Center
02.2021 - 02.2022
Data Entry Clerk / Screener
Savard Labor and Marine
02.2017 - 06.2017
Administrative Assistant
Safe Zone
05.2014 - 07.2015
Business Management Coursework -
Ashford University