Diligent and adaptable Customer Service professional offering demonstrated skills in building relationships between parties to clarify issues and accomplish mediation goals. De-escalate issues with persuasive, forward-thinking approach. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hi, I’m
ERICA LYLES
Summary
Overview
7
years of professional experience
Work History
Walmart
Resolution Specialist
05.2022 - Current
Job overview
- Collaborated with ACE teams to resolve customer complaints and drive customer experience.
- Defined loyalty offer strategy to maximize ROI while staying within budget constraints.
- Identified and assessed customer's needs quickly and accurately.
- Recorded details of conversations, complaints and actions taken in CRM.
- Managed timely and effective replacement of damaged or missing products.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Eagle Bus Service
Transportation Coordinator
02.2021 - 05.2022
Job overview
- Identified appropriate travel routes in accordance with applicable traffic and bulk cargo transportation laws, regulations, protocols, and guidelines.
- Met safety and regulatory standards for full operational compliance.
- Analyzed transportation data to identify improvement opportunities.
- Coached employees through day-to-day work and complex problems.
- Entered data, generated reports, and produced tracking documents.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
L.S Financial
Collections Representative
06.2017 - 03.2020
Job overview
- Processed payments and applied to customer balances.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Counseled debtors on payment options and arranged installment agreements.
- Maintained high volume of calls and met demands of busy and productive group.
- Used skip tracing resources to locate debtors and updated information in company system.
- Used probing techniques to determine debtors' reasons for delinquency.
- Handled 70+ outbound and inbound calls daily with goal of collecting owed debt.
Convergys
Customer Service Representative
11.2016 - 06.2017
Job overview
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Trained and mentored new sales representatives.
- Described product highlights and benefits to help guide purchasing decisions.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Responded to customer calls and emails to answer questions about products and services.
- Emphasized product specifications to meet customer needs.
- Cultivated and strengthened account relationships to achieve and exceed company targets.
- Maintained and managed customer files and databases.
- Increased sales by 13% within 30 days by leveraging successful sales techniques to build relationships and convert prospects into paying customers.
Education
Central Piedmont Community CollegeCharlotte, NC
GED
01.2011
University Overview
Skills
- Salesforce Software
- Client Relations
- Strategic Planning
- Customer Account Management
- Revenue Growth
- Exceptional communication
- Performance Tracking
- Promotional support
- De-Escalation Techniques
- Call Documentation
Timeline
Resolution Specialist
Walmart
05.2022 - Current
Transportation Coordinator
Eagle Bus Service
02.2021 - 05.2022
Collections Representative
L.S Financial
06.2017 - 03.2020
Customer Service Representative
Convergys
11.2016 - 06.2017
Central Piedmont Community College
GED
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