ERICA LANE
Houston
Summary
Dynamic Customer Service Representative with a proven track record at Brookdale Assisted Living, excelling in conflict resolution and process improvement. Adept at leveraging customer feedback to enhance service quality, I consistently deliver exceptional support while effectively managing order tracking and technical inquiries, ensuring high customer satisfaction and loyalty.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Brookdale Assisted Living
Houston
01.2021 - Current
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Resolved customer complaints promptly and efficiently.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided accurate information about products and services to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries via phone, email, and chat.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
Private Practice
Houston
01.2021 - 03.2022
- Identified opportunities for upselling additional products or services based on customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Resolved customer complaints promptly and efficiently.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries via phone, email, and chat.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
High School Diploma -
Hasting
Hobson, TX05-2003
Skills
- Customer service
- Conflict resolution
- Order tracking
- Customer feedback
- Technical support
- Sales techniques
- Multi-channel support
- Communication skills
- Process improvement
- Data analysis
- Team collaboration
- Problem solving
- Customer consulting
- Order processing
- Credit card payment processing
Timeline
Customer Service Representative
Brookdale Assisted Living
01.2021 - Current
Customer Service Representative
Private Practice
01.2021 - 03.2022
High School Diploma -
Hasting
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