Erica Henderson
Shreveport,LA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options and focused on using effective recruitment strategies and candidate pipelines to meet employment needs. Leverages traditional and online methods to bring in top talent.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Corporate Customer Service Representative
Skyzone
08.2023 - 03.2024
- Improved customer satisfaction ratings by addressing and resolving complex corporate inquiries.
- Streamlined customer service processes for faster resolution times and increased efficiency.
- Managed high-volume corporate accounts, ensuring timely responses and maintaining client satisfaction.
- Developed strong professional relationships with key corporate clients to foster long-term partnerships.
- Improved scheduling efficiency by implementing a new time management system.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Customer Service Representative
Apex Health Sol.
08.2022 - 08.2023
- Answered inbound phone calls and made outbound calls regarding customer questions/inquiries
- Evaluated customer account information to assess current issues and determine potential solutions
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
- Educated customers about billing, payment processing, and support policies and procedures
- Recorded actions taken, issues resolved, and customer information to effectively manage customer accounts.
Customer Service Agent
KellyConnect
01.2019 - 02.2021
- Handled a high volume of inbound calls to respond to customer inquiries regarding products and services
- Answered customers' questions about service status and/or the status of their orders and deliveries
- Maintained customer accounts and provide customers with information on their account statuses
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
- Recorded actions taken, issues resolved, and customer information to effectively manage customer accounts.
Technical Support Associate
Everise
07.2016 - 01.2019
- Received a high volume of inbound telephone calls, chats, and emails, assisting customers with technical issues, online billing, account access, and product questions
- Identified and resolved issues using the latest patches, releases, virus detection, and troubleshooting techniques
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Handled customer password resets, failed authentications, and registration for customer portals
- Tracked, documented, and retrieved information in the call tracking database.
Call Center Representative/ payroll specialist/ recruitment
Teleperformance/ USAA bank
05.2013 - 07.2016
- Answered inbound calls to support customers by resolving questions concerning their accounts, products, and services
- Handled billing issues, delivery, payment, and order inquiries
- Leveraged sales expertise to promote products and capitalize on upsell opportunities
- Processed required transactions via web-based applications
- Recorded actions taken, issues resolved, and customer information to effectively manage customer accounts.
- Increased candidate placements by developing and maintaining relationships with clients and candidates.
- Increased diversity in candidate pools by executing inclusive recruitment practices and participating in job fairs.
Education
DIPLOMA -
Benton High School
Benton, LA05.2015
Associate - Business
Bossier Parish Community College
Bossier City, LA12.2019
Bachelors - Business
Louisiana State University Shreveport
Shreveport, LA12.2021
Master's degree - Business Administration/ human resources
Louisiana State University-Shreveport
Shreveport, LA12.2023
Skills
- Active Listening Skills
- Technical Support Expertise
- Work Task Prioritization
- Multi-tasking Abilities
- Oral & Written Communication
- Upselling Products & Services
- Healthcare task
- Microsoft Office Expertise
- Excellent Customer Service
- Data Entry & Maintenance
- Inbound & Outbound Calls
- Call Center Operations
- Issue & Complaint Resolution
- Inbound chats
- Salesforce
- Accounts payable
- ERP systems
- Workday
- Banking
- Customer service
- CRM software
- Kronos
- Microsoft Access
- Oracle
- Leadership
- Relationship management
- Human resources
- Order entry
- Typing
- Live chat
- Google Suite
- Technical support
- Insurance verification
- Account management
- HIPAA
- Zendesk
- Google Docs
- Windows
- Medical records
- EMR systems
- Hospitality
- Medical scheduling
- Medical office experience
- Recruiting
- SaaS
- Training & development
- Accounts receivable
- Help desk
- SharePoint
- POS
- Remote access software
- PeopleSoft
- ICD-10
- AI
- Linux
- Splunk
- Complaint Handling
- Financial Management
- Performance Management
- Operations Management
- Business Administration
- Workforce Management
- Strategic Planning
- Key Performance Indicators
- Salesforce Management
- Performance Evaluations
- Telephone reservations
- Transportation information
- Record preparation
- Call Control
- Customer Engagement
- Reservation software
- Typing Speed
- Detail Oriented
- Customer Documentation Review
- Interviewing
- CRM Software
Certification
Driver's License
Timeline
Corporate Customer Service Representative
Skyzone
08.2023 - 03.2024
Customer Service Representative
Apex Health Sol.
08.2022 - 08.2023
Customer Service Agent
KellyConnect
01.2019 - 02.2021
Technical Support Associate
Everise
07.2016 - 01.2019
Call Center Representative/ payroll specialist/ recruitment
Teleperformance/ USAA bank
05.2013 - 07.2016
DIPLOMA -
Benton High School
Associate - Business
Bossier Parish Community College
Bachelors - Business
Louisiana State University Shreveport
Master's degree - Business Administration/ human resources
Louisiana State University-Shreveport
Driver's License
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