Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Languages
References
Timeline
Generic
Erica Cole

Erica Cole

Brandon,FL

Summary

Highly skilled Support Specialist with over 8 years of experience in customer service and 3 years in technical support. Proven expertise in diagnosing and resolving complex technical issues, streamlining support processes, and enhancing team efficiency. Strong communicator with a knack for translating technical jargon into user-friendly language. Adept at remote desktop troubleshooting, SaaS integrations, and customer relationship management (CRM) systems. Passionate about driving operational success and creating seamless user experiences across diverse platforms.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

GoHighLevel
01.2022 - Current
  • Delivered technical support to a user base of 500+ clients via chat, Zoom, and phone, consistently maintaining a 98% customer satisfaction rate.
  • Spearheaded the creation of an internal knowledge base, reducing average resolution times by 25% through easily accessible documentation.
  • Trained and mentored a team of 10+ new hires, enhancing department productivity by 15% and reducing onboarding time by 20%.
  • Optimized troubleshooting workflows, cutting ticket resolution time by 35%, leading to a 10% increase in overall client retention.
  • Diagnosed and resolved complex SaaS issues, including API integrations, DNS configurations, and CRM automations, improving system uptime by 40%.
  • Collaborated with cross-functional teams to develop solutions for recurring software issues, reducing escalations to upper-tier support by 30%.
  • Managed the entire process of resolving customer requests, starting from initial contact to final resolution.

Flight Attendant

Frontier Airlines
01.2020 - 01.2022
  • Ensured safety and comfort for over 200 passengers per flight by adhering to strict FAA regulations and delivering top-tier service.
  • Managed in-flight crises with precision, earning recognition from supervisors for maintaining composure and ensuring the safety of all passengers.
  • Increased passenger satisfaction by 15%, by proactively addressing customer concerns, and delivering personalized service.
  • Led safety briefings and emergency protocols, contributing to a perfect safety record during tenure.
  • Trained new flight attendants on FAA compliance and customer service excellence, improving team coordination and flight efficiency.
  • Ensured the quality of customer experience by resolving any issues that arose during the flight promptly and professionally.
  • Demonstrated proficiency in aircraft emergency procedures, first aid, CPR, defibrillators, oxygen administration, and other safety protocols.
  • Provided high-quality onboard customer service by catering to food and beverage needs.

Disney College Intern

Walt Disney World Company
01.2019 - 05.2019
  • Engaged 100+ guests daily, consistently delivering magical experiences that boosted customer satisfaction scores by 20%.
  • Played a key role in a team project that improved guest relations by creating a streamlined feedback system, which led to a 10% increase in positive guest interactions.
  • Provided operational support across multiple park functions, demonstrating adaptability and a proactive approach in high-pressure environments.
  • Participated in professional development seminars, gaining valuable insights into Disney's customer service philosophy, which I applied to drive guest satisfaction.

USF Athletics Communications Intern

The University of South Florida
10.2015 - 12.2018
  • Directed live broadcasts of athletic events, growing online viewership by 30% through engaging, high-quality content delivery.
  • Produced compelling press releases and game notes that increased media exposure and fan engagement, resulting in a 15% boost in attendance at key events.
  • Developed and executed a social media strategy that increased fan interactions by 25%, further amplifying the university's athletic presence.
  • Led a team of interns to streamline game-day operations, improving coordination between media outlets and athletic departments.
  • Assisted with the preparation of presentations using tools like PowerPoint or Keynote.
  • Provided support in organizing events such as conferences, seminars, workshops.
  • Researched and analyzed customer feedback data to identify areas of improvement in communication strategies.

Education

Bachelor of Arts in Mass Communications -

UNIVERSITY OF SOUTH FLORIDA
Tampa
05.2019

Skills

  • Data Entry
  • Problem-solving abilities
  • Quality Control
  • Administrative Support
  • Call Center Operations
  • Reading Comprehension
  • Active Listening
  • Courteous demeanor
  • Typing 75 WPM
  • Retail sales customer service
  • Adaptive team player
  • High-energy attitude
  • Customer Service
  • Critical Thinking
  • Promotional support
  • Team Development
  • Problem Resolution

Additional Information

My experience mainly involves communication whether it be through customer service, the Internet, or social media. I possess over eight years of experience in customer service and 3 years in IT Support. I'm very adaptable, attuned to people's needs, driven to perform my best in any situation, and always do a task with a smile.

Certification

  • Certified GoHighLevel Admin

Languages

English
Native/ Bilingual

References

References available upon request.

Timeline

Technical Support Specialist

GoHighLevel
01.2022 - Current

Flight Attendant

Frontier Airlines
01.2020 - 01.2022

Disney College Intern

Walt Disney World Company
01.2019 - 05.2019

USF Athletics Communications Intern

The University of South Florida
10.2015 - 12.2018

Bachelor of Arts in Mass Communications -

UNIVERSITY OF SOUTH FLORIDA

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