Erica Lawson
Houston
Summary
Experienced professional with a strong background in customer interactions and service solutions. Demonstrates exceptional skills in conflict resolution, communication, and problem-solving, resulting in high levels of customer satisfaction and loyalty. Collaborates effectively with teams and adapts to changing needs, consistently delivering efficient and empathetic service to achieve desired outcomes. Recognized for reliability and a proactive approach in meeting both customer and organizational goals.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
United Health Group
12.2018 - 03.2025
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Reduced call resolution time through efficient problem-solving and communication skills.
Patient Support Specialist
Convergys
08.2013 - 11.2018
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Customer Service Representative
Credit Karma
07.2013 - 12.2017
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Medical Call Center Representative
Optumrx 360
08.2010 - 05.2013
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
- Educated patients on available resources, such as financial assistance programs or support groups relevant to their conditions.
- Enhanced call center performance by providing excellent customer service and consistently meeting performance metrics.
- Resolved complex issues through active listening, empathetic support, and clear communication with patients.
- Contributed to a positive work environment by actively participating in trainings and supporting colleagues when needed.
Education
High School Diploma -
Victory Prep
Orlando, FL05.2010
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Team development
- Microsoft Excel
- Technical support
- Data collection
- Computer proficiency
- Coordination
Timeline
Customer Service Representative
United Health Group
12.2018 - 03.2025
Patient Support Specialist
Convergys
08.2013 - 11.2018
Customer Service Representative
Credit Karma
07.2013 - 12.2017
Medical Call Center Representative
Optumrx 360
08.2010 - 05.2013
High School Diploma -
Victory Prep
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