Erica Johnson
Fort Lauderdale,Florida
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Fiserv
Coral Springs, FL
12.2016 - 01.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns on leasing terminal and loans and line of credit.
- Provided primary customer support to internal and external customers.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Teleperformance USA
North Lauderdale, FL
10.2013 - 12.2016
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided information regarding charge accounts and loyalty programs.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Met customer call guidelines for service levels, handle time and productivity.
Travel Coordinator
Caribbean Cruise Line
Fort Lauderdale, FL
12.2009 - 04.2013
- Coordinated cruises, based on cost and time of travel to enhance client experience and satisfaction.
- Provided clients travel requirements, document needs and discuss options.
- Arranged hotel accommodations, cars or drivers and all related documentation.
- Coordinate traveler vacation, Multitask, Sent email confirmation, Enhanced vacation packages, and Great Customer Services.
Cashier
McDonald's
Sunrise, FL
12.2006 - 03.2010
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Customer Services, Drive-Thru, Cashier, stocking, Food Handling, and Cleaning.
Education
Medical Assistant Diploma - Medical Assistant
Florida Education Center - Lauderhill
Fort Lauderdale, FL06.2009
High School Diploma -
Seagull School
Fort Lauderdale06.2008
Skills
- Excellent Customer Service,Customer Account Management
- Telephone Management(Inbound and Outbound Calling),Call Documentation,Policy and Procedure Adherence
- Data Entry and Maintenance
- Credit Card Payment Processing/PCI (Payment Card Industry),Data Verification
- Computer Proficiency and Administrative and Office Support
- Billing Adjustments and Refunds
- Efficient Data Entry
Awards
Blue DIamond (Best Customer Service)
Excellent customer feed back for customer service for over 6months.
Timeline
Customer Service Representative
Fiserv
12.2016 - 01.2022
Customer Service Representative
Teleperformance USA
10.2013 - 12.2016
Travel Coordinator
Caribbean Cruise Line
12.2009 - 04.2013
Cashier
McDonald's
12.2006 - 03.2010
Medical Assistant Diploma - Medical Assistant
Florida Education Center - Lauderhill
High School Diploma -
Seagull School
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