Erica Flores
Georgetown,TX
Summary
Client support manager with a strong analytical background, adept at identifying trends in customer feedback to drive service enhancements. Successfully developed processes that facilitate client interactions and collaboration across departments. Expertise in managing client inquiries to ensure timely and effective support.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Client Support Manager II
Lumen
01.2021 - Current
- Managed client inquiries and provided timely support for service-related issues.
- Collaborated with Sales, Service Teams, and Support to prioritize a customer-centric approach
- Coordinated cross-functional teams to resolve complex client challenges efficiently.
- Developed processes to assist customers in navigating through the Lumen Portal
- Facilitated regular communication between clients and internal departments to enhance collaboration.
- Ensured adherence to contractual terms and legal regulations.
- Reviewed client feedback to pinpoint specific opportunities for service enhancement.
- Analyzed data from customer feedback surveys to identify areas of improvement.
- Analyzed large datasets to identify trends and patterns for decision-making.
Client Support Manager I
Lumen
01.2028 - 01.2021
- Ensured revenue retention through effective management of customer renewals
- Delivered high-quality services to enhance customer satisfaction
- Educated customers on business processes with Lumen to facilitate understanding
- Organized data and managed inventory to support Sales teams in achieving targets
Sales Administrator
Lumen
01.2014 - 01.2018
- Oversaw sales orders, streamlining workflow and implementing process improvements for enhanced order accuracy
- Created weekly, monthly, and quarterly sales reports
- Consulted internal organizations to align sales support and service initiatives with organizational goals
- Managed Assignment and Assumption requests to ensure timely processing and adherence to compliance
NTAC Technical Analyst III
Lumen
01.2013 - 01.2014
- Led engineering efforts for Customer Provisioning-Local Network
- Collaborated with technicians to identify root causes of circuit failures
- Developed Excel spreadsheets to monitor and analyze circuit failures
- Oversaw customer escalations and prioritized expedited orders
- Maintained compliance with established procedures for completed orders.
NTS Technical Analyst II
Lumen
01.2009 - 01.2012
- Managed project for Methods and Procedures for CenturyTel legacy team to ensure compliance and efficiency
- Monitored ACD to meet service levels
- Streamlined workload in preparation for EQ/CTL merger
- Led and mentored testers to enhance team skill set and performance
- Trained new employees on various systems to facilitate smoother onboarding process
NOC Technical Analyst I
Lumen
01.2006 - 01.2009
- Initial point of contact for customer circuit issues
- Coordinated national testing and turn-up of circuits, ensuring timely deployment and operational readiness.
- Analyzed complex technical issues, providing effective solutions that addressed client needs.
- Collaborated with cross-functional teams, contributing to improved system performance and reliability.
- Performed detailed analysis of existing systems and identified areas for improvement.
- Recognized as Subject Matter Expert (SME) for Switch Access Services group
- Supervised after-hour cuts and conversions
Salesclerk
Dillard’s
01.2003 - 01.2004
- Worked as a salesclerk at the jewelry counter, assisting customers with their purchases.
- Assisted customers with product selection and inquiries.
- Processed transactions using point-of-sale systems.
- Maintained clean and organized merchandise displays.
- Stocked merchandise daily
Customer Service
GAP Inc Direct
01.1999 - 01.2003
- Delivered online customer service for order inquiries, ensuring customer satisfaction and timely resolutions
- Guided customers in wardrobe selections, enhancing their shopping experience and helping them make informed choices
- Handled escalated customer service issues professionally and efficiently.
- Documented customer service issues identified through surveys.
- Monitored incoming emails related to customer service issues.
Telecommunications Specialists 3rd Class
United States Coast Guard
01.1994 - 01.1999
- Handled the transmission, reception, and processing of all telecommunications through various media.
- Installed and maintained telecommunications systems for operational readiness.
- Monitored network performance to maintain reliability and optimize system efficiency.
- Coordinated Search and Rescue operations, ensuring timely response and effective resource allocation.
- Conducted daily radio weather reports
- Supervised investigations and security
- Obtained Top Secret security clearance, ensuring compliance with government regulations and safeguarding sensitive information.
- Developed and operated Short Range Aids to Navigation Systems
Education
Bachelor of Science - Data Science
University of Phoenix
Tempe, AZ05-2027
Master of Business Administration -
University of Pheonix
AZ10-2023
Bachelor of Science - Information Technology
University of Phoenix
AZ07-2013
Associate of Arts - Information Technology/Networking
University of Phoenix
AZ05-2011
Skills
- Client communication
- Project management
- Client assessments
- Strategic planning
- Process improvement
- Strategic partnerships
- Data analysis
- Technical support
- Sales support
- Organizational skills
- Time management
- Problem-solving
- Analytical skills
- Effective communication
- Team collaboration
- Policy development
- Analytical skills
Certification
Lean Six Sigma Yellow Belt, CenturyLink, 2017
Timeline
Client Support Manager I
Lumen
01.2028 - 01.2021
Client Support Manager II
Lumen
01.2021 - Current
Sales Administrator
Lumen
01.2014 - 01.2018
NTAC Technical Analyst III
Lumen
01.2013 - 01.2014
NTS Technical Analyst II
Lumen
01.2009 - 01.2012
NOC Technical Analyst I
Lumen
01.2006 - 01.2009
Salesclerk
Dillard’s
01.2003 - 01.2004
Customer Service
GAP Inc Direct
01.1999 - 01.2003
Telecommunications Specialists 3rd Class
United States Coast Guard
01.1994 - 01.1999
Bachelor of Science - Data Science
University of Phoenix
Master of Business Administration -
University of Pheonix
Bachelor of Science - Information Technology
University of Phoenix
Associate of Arts - Information Technology/Networking
University of Phoenix