Erica Julien
Lake Charles,LA
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
9
9
years of professional experience
Work History
Customer Service Advisor
Concentrix
03.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Described product highlights and benefits to help guide purchasing decisions.
Outbound Verification Specialist
Instant Teams
01.2023 - 03.2023
- Verified client information by analyzing existing evidence on file.
- Analyzed and evaluated data, identifying trends in recruitment process.
- Obtained updated contact information from all subjects and verified data for accuracy.
- Determined appropriateness of payers to protect organization and minimize risk.
- Complied with HIPAA guidelines and regulations for confidential patient data.
Pharmacy Clerk
Walmart
06.2022 - 01.2024
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Established and maintained patient profiles, updating organizational database with current information.
- Completed cash register transactions by handling credit and cash payments using pharmacy register system.
- Boosted sales and delivered outstanding customer service by assisting customers with pharmacy services, product questions and general store information.
- Guided and supported more than 50 customers via phone.
Online Grocery Associate
Walmart
09.2021 - 06.2022
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Reviews orders prior to pick up for accuracy and purchase-by dates.
- Bins and picks merchandise using inventory management system, correcting discrepancies to improve overall accuracy.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up
- Reviews orders prior to pick up for accuracy and purchase-by dates
- Consistently met deadlines and quality goals for accuracy and timeliness
Customer Service Representative
ANTHEM Health Services
01.2021 - 08.2021
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Data Entry Clerk
Julien Enterprises
05.2020 - 07.2021
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Sorted documents and maintained organized filing process.
Assistant Manager
Wingstop
01.2019 - 05.2020
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed strategy to increase sales and drive profits
Beauty Consultant
Ulta Beauty Inc.
11.2018 - 01.2019
- Identified client needs and recommended products based on preferences and requirements.
- Helped customers feel relaxed and comfortable through conversation and personal relatability.
- Processed payments, entering sales in register for prompt customer service.
- Met sales goals, supporting organizational health through consistent and reliable service.
- Promoted additional products and services to increase sales numbers and revenue with diverse selection
Front End Supervisor
Ross Dress For Less
03.2016 - 10.2018
- Answered customers' questions, and provided information on procedures and policies
- Issued receipts, refunds, credits, and change due to customers
- Supervised and coordinated activities of workers engaged in receiving cash and credit-card payments for merchandise and services and in keeping records of these transactions
- Provided direction and assistance to Cashiers/Sales Associates Ÿ Monitored checkout stations to ensure that they had adequate cash available and that they were staffed appropriately.
Cashier
Shiekh Shoes
06.2015 - 03.2016
- Bagged, boxed, wrapped, and gift-wrapped merchandise, and prepared packages for shipment
- Greeted customers entering establishments
- Received payment by cash, check, credit cards, vouchers, and automatic debits
- Maintained clean and orderly checkout areas
- Sold tickets and other items to customers.
- Addressed customer needs and made product recommendations to increase sales
Sales Associate
Forever 21
06.2015 - 08.2015
- Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers
- Increased sales by offering advice on purchases and promoting additional products
- Supervised changing rooms, rehanging unwanted merchandise and supporting loss prevention initiatives
- Educated clients on current promotional offerings and products using persuasive selling tactics
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training
- Helped customers locate products and checked store system for merchandise at other sites
Sales Associate
Abercrombie Kids
11.2014 - 06.2015
- Greeted customers, offered assistance in finding requested items and carried merchandise to checkout line
- Prepared merchandise for sales floor by pricing or tagging
- Ticketed, arranged and displayed merchandise to promote sales
- Exchanged merchandise for customers and accepted returns
- Enhanced product presentation and promotional material displays, working alongside retail representatives
Education
High School Diploma -
Andy Dekaney High School
Houston, TX05.2014
Some College (No Degree) - Business Administration And Management
Texas Southern University
Houston, TXSkills
- Proficient in Microsoft software
- Data Entry and Maintenance
- Good Listening Skills
- Responding to Difficult Customers
- POS Systems and Ordering Platforms
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Call Center Operations
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Correspondence Typing
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Customer Service Advisor
Concentrix
03.2023 - Current
Outbound Verification Specialist
Instant Teams
01.2023 - 03.2023
Pharmacy Clerk
Walmart
06.2022 - 01.2024
Online Grocery Associate
Walmart
09.2021 - 06.2022
Customer Service Representative
ANTHEM Health Services
01.2021 - 08.2021
Data Entry Clerk
Julien Enterprises
05.2020 - 07.2021
Assistant Manager
Wingstop
01.2019 - 05.2020
Beauty Consultant
Ulta Beauty Inc.
11.2018 - 01.2019
Front End Supervisor
Ross Dress For Less
03.2016 - 10.2018
Cashier
Shiekh Shoes
06.2015 - 03.2016
Sales Associate
Forever 21
06.2015 - 08.2015
Sales Associate
Abercrombie Kids
11.2014 - 06.2015
High School Diploma -
Andy Dekaney High School
Some College (No Degree) - Business Administration And Management
Texas Southern University
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