Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erica Laster

Jacksonville

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Fanatics Call Center
Jacksonville
07.2018 - Current
  • Provided exceptional customer service to ensure customer satisfaction.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Provided accurate information about products and services to customers.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.

Insurance Customer Service Representative

Freedom Mortgage Corporation
Jacksonville
10.2021 - 10.2022
  • Generated reports based on client data to analyze trends in customer service needs.
  • Conducted follow-up calls to ensure satisfactory resolution of customer issues.
  • Verified accuracy of customer data entered into the system.
  • Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
  • Maintained accurate records of customer interactions and transactions.
  • Developed strong relationships with clients by providing exceptional customer service.
  • Facilitated payment processing for premium payments and renewals.
  • Actively participated in training sessions to stay up-to-date on changes in regulations related to insurance policies.
  • Collaborated with colleagues from other departments to resolve escalated customer issues.
  • Greeted customers and provided prompt, courteous service.
  • Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.

Home Health Aide Assistant

Right At Home Health Care
Jacksonville
01.2010 - 04.2014
  • Recorded daily notes about client conditions, treatments provided and progress made.
  • Answered patient calls promptly and assisted them with their needs in a timely manner.
  • Shopped for groceries and household items as needed by the patient or family members.
  • Gave companionship to patients when family members were not available.
  • Provided transportation services to help the patient get to appointments or other activities.
  • Maintained confidentiality of all medical information pertaining to clients.
  • Provided emotional support to patients and families during times of stress or illness.
  • Reported any changes in the patient's condition to the supervising nurse or physician.
  • Ensured that medical equipment was functioning properly before use on patients.
  • Assisted with light housekeeping tasks related to patient care.
  • Prepared meals for patients following prescribed diets.
  • Accompanied patients on errands or doctor visits as necessary.

Education

Associate of Arts -

Florida State College At Jacksonville
Jacksonville, FL

Skills

  • Customer service
  • Data entry
  • Regulatory compliance
  • Payment processing
  • Client relationship management
  • Report generation
  • Issue resolution
  • Record keeping
  • Product knowledge
  • Communication skills

Timeline

Insurance Customer Service Representative

Freedom Mortgage Corporation
10.2021 - 10.2022

Customer Service Representative

Fanatics Call Center
07.2018 - Current

Home Health Aide Assistant

Right At Home Health Care
01.2010 - 04.2014

Associate of Arts -

Florida State College At Jacksonville

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