Erica Gresham
Middletown,OH
Summary
Dynamic Customer Service Representative with proven expertise at Vaco Company, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction through effective problem resolution and upselling strategies. Proficient in CRM software and committed to fostering a positive service culture, driving loyalty and repeat business.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
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
8
8
years of professional experience
Work History
Customer Service Representative
Vaco Staffing
08.2024 - 01.2025
- Assisted customers with inquiries and resolved issues efficiently.
- Learned company policies and procedures to provide accurate information.
- Utilized CRM software for tracking customer interactions and feedback.
- Collaborated with team members to enhance overall service quality.
- Adapted quickly to changing situations and customer needs.
- Documented customer interactions to ensure follow-up and resolution.
- Attended training sessions to improve product knowledge and service skills.
- Supported onboarding of new processes by providing customer insights.
Customer Service Representative
Electronic Merchant Services
08.2021 - 02.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
Customer Service Representative
Jackson Hewitt
12.2016 - 04.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Education
High School Diploma -
Middletown High School
Middletown, OH08.2004
No Degree - Phlebotomy
Butler Tech
Middletown, OH12.2025
No Degree -
Butler Tech
Middletown, OH12-2025
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Prioritization
- Clerical support
- Filing
- Product sales
- Multi-line phone talent
- Order fulfillment
- Assertiveness
- Sales expertise
Timeline
Customer Service Representative
Vaco Staffing
08.2024 - 01.2025
Customer Service Representative
Electronic Merchant Services
08.2021 - 02.2022
Customer Service Representative
Jackson Hewitt
12.2016 - 04.2021
High School Diploma -
Middletown High School
No Degree - Phlebotomy
Butler Tech
No Degree -
Butler Tech
Similar Profiles
Val S. WilliamsVal S. Williams
Provider Enrollment Credentialing Specialist at Vaco StaffingProvider Enrollment Credentialing Specialist at Vaco Staffing
Jason TitusJason Titus
Video Content Producer at Vaco StaffingVideo Content Producer at Vaco Staffing
Abigail SantanaAbigail Santana
Eligibility Specialist at Vaco StaffingEligibility Specialist at Vaco Staffing
Jeransy HernandezJeransy Hernandez
Teacher's Assistant at La Casita Learning CenterTeacher's Assistant at La Casita Learning Center
Brian HensleyBrian Hensley
Machine Operator Helper at Worthington SteelMachine Operator Helper at Worthington Steel