Erica Hoskins
Orange Park,FL
Summary
Positive and upbeat Customer Service Specialist bringing 10+ years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. Friendly and efficient customer service team member devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable about customer standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
14
14
years of professional experience
Work History
Pharmaceutical/Medical Sales Assistant
McKesson Medical Surgical
Jacksonville , FL
09.2023 - 05.2024
- Helped customers find specific products, answered questions and offered product advice.
- Answered incoming telephone calls to provide store, products and services information.
- Accepted and completed cash, check and credit card payments.
- Built and maintained relationships with peers and upper management to drive team success.
- Used computer system to retrieve customer information, part number inventory and status of purchase orders.
- Engaged in sales-oriented discussions to determine customer pain points.
- Reviewed files, recordings and other documents to obtain information to respond to requests.
- Contact numerous vendors for products
- Remote
Customer Service Representative
McKesson Medical Surgical
Jacksonville , FL
04.2023 - 09.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remote
Loan Officer
J.P Morgan Chase
Jacksonville , FL
03.2021 - 07.2022
- Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Adhered to federal and state compliance guidelines relative to retail mortgage lending.
- Performed daily maintenance of loan applicant database.
- Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information to update credit and loan files.
- Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers.
- Provided expert financial advice on mortgage and both educational and personal loans.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Observed corporate and federal regulatory policies in terms of data security, privacy and confidentiality.
- Spent ample time with each applicant to break down complex information into terms that easy to understand.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Product cross selling expert
- Bought 3M revenue to company
- Top performer
- Remote/Hybrid
Caregiver
Brookdale Senior Living
Jacksonville , FL
08.2020 - 03.2021
- Helped clients with personal needs from exercise to bathing and personal grooming.
- Assisted with meal planning to meet nutritional plans.
- Worked with supervisory medical staff to review cases and improve care.
- Engaged client in physical and mental activities to sustain quality of life.
- Engaged with patients and families, providing emotional support and instruction in preparing healthy meals, independent living skills and adaptation to disability or illness.
- Fostered relationship with client, providing companionship and counseling.
- Facilitated best care by developing strong and trusting rapport with patient.
- Improved patient outlook and daily living through compassionate care.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
B2B Sales Representative Developer
Sherwin-Williams
Fleming Island, FL
03.2013 - 12.2019
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Negotiated and closed deals with minimal oversight.
- Helped average of 50-80 customers per day by responding to inquiries and locating products.
- Prepared cash deposits up to $2500 with zero discrepancies.
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
- Processed orders through system and coordinated product deliveries.
- Developed and maintained relationships with clients through regular communications, meetings and follow-up phone calls.
- Identified potential customers and developed strategies to target them effectively.
- Conducted market research to identify customer needs and determine competitive pricing strategy.
- Prepared sales presentations, proposals, contracts and other documents for customers.
- Negotiated contracts with clients to ensure maximum profitability.
- Researched industry trends, competitor offerings and customer feedback.
Caregiver
Augustine Landing
Jacksonville, FL
09.2010 - 01.2014
- Responded to patient alarms and needs-assessment requests to identify course of treatment.
- Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate.
- Documented activities and recorded information in EMR system.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Documented patient intake and dietary requirements and assisted with feeding.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Collected specimens, monitored vitals and maximized patient comfort.
- Consulted with nurses to develop patient care plans and evaluate treatment options.
- Managed and maintained patient rooms, shared-living areas and nursing stations.
- Swept and vacuumed floors, hallways and stairwells.
- Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
- Coordinated delivery of extra room furniture, bedding, linen and towels to meet guests needs.
- Dusted and vacuumed 10-15 assigned rooms, wiped baseboards, removed scuff marks and cleaned mirrors, toilets, sinks, showers, tubs and marble floors daily.
Customer Service Representative
Allstate Insurance
Jacksonville , FL
02.2011 - 08.2011
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Improved customer satisfaction by finding creative solutions to problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Set up and activated customer accounts.
- Answered customer questions and addressed concerns, resulting in 80-100% reduction in complaint calls.
- Reviewed account and service histories to identify trends and issues.
- Educated customers on special pricing opportunities and company offerings.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Documented conversations with customers to track requests, problems and solutions.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Answered 75-100+ inbound calls per day and directed to designated individuals or departments.
- Worked with managers to develop service improvement initiatives.
Education
High School Diploma -
Orange Park High School
Orange Park, FL05.2010
Certified Nursing Assistant - Certified Nursing Assistant
Superior Training Academy
Orange Park, FL, FLSkills
- Certified Service Representative
- Client-focused service
- Microsoft Expert
- Sales Expert
- Excellent communication skills
- Team player mentality
- Listening skills
- Outgoing personality
- Strategic planning
- Superb time management
- Customer service
- Reading comprehension skills
- Accurate money handling
- Written and oral communication skills
- Reliable and punctual
- Salesforce Expert
- Top performer
- Remote/Hybrid Experience
Timeline
Pharmaceutical/Medical Sales Assistant
McKesson Medical Surgical
09.2023 - 05.2024
Customer Service Representative
McKesson Medical Surgical
04.2023 - 09.2023
Loan Officer
J.P Morgan Chase
03.2021 - 07.2022
Caregiver
Brookdale Senior Living
08.2020 - 03.2021
B2B Sales Representative Developer
Sherwin-Williams
03.2013 - 12.2019
Customer Service Representative
Allstate Insurance
02.2011 - 08.2011
Caregiver
Augustine Landing
09.2010 - 01.2014
High School Diploma -
Orange Park High School
Certified Nursing Assistant - Certified Nursing Assistant
Superior Training Academy