Erica Marmolejo
Amarillo,TX
Summary
Award-winning customer support professional who has advanced quickly in all positions. Motivated to perform at peak levels and meet company goals. Administration Tech specializes in troubleshooting computer issues. Dedicated experienced in network and user support, troubleshooting and software analysis. I am a Administrator Tech with more than 5 plus years in customer service and technical troubleshooting. Energetic person who provides the experience and critical thinking necessary to successfully facilitate client relations and a customer Service Specialist with the capacity to quickly learn and synthesize new networking technologies.
Dedicated and adaptable professional with a proactive attitude with strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Administration Tech ll
Texas Panhandle Centers Behavioral & Developmental Health
Amarillo, USA
08.2012 - 02.2019
- Identified and corrected performance issues
- Collected data around every transaction and turned it into tools that helped users
- Referred major hardware and software problems and defective products to vendors or technicians for service
- Evaluated and conducted technical and functional research and analysis
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved complaints professionally
- Accurately documented, researched and resolved issues
- Referred unresolved staff grievances to designated techs for further investigation when I was not able to resolve issue
- Acted professionally and patiently when addressing negative feedback
- Explained principles, techniques and safety procedures and demonstrated use of materials and equipment.
- Met with staff to discuss rules, regulations and work-related problems.
- Completed and maintained time and attendance forms and inventory lists.
- Updated and maintained databases with current information.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed inventory and supplies to ensure materials were available when needed.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Assisted with customer requests and answered questions to improve satisfaction.
Shampoo Assistant
Exclusively Rose Salon
Amarillo, USA
04.2010 - 05.2012
- Sold and promoted hair care products and cosmetics
- Updated customer information records to track services provided
- Educated clients about products and self-maintenance for healthy hair
- Counted and documented opening and closing cash amounts daily
- Cleaned and maintained the entire salon
- Serviced high-profile clients with intricate coloring and highlighting techniques
- Consistently received positive performance reviews from guests
- Reviewed weekly inventory charts and recorded facility needs
- Offered clients a catalog showcasing hair style options
Cashier/Server
El Jalapeno Café
Amarillo, USA
02.2003 - 04.2009
- Consistently provided friendly guest service and heartfelt hospitality
- Promptly and empathetically handled guest concerns and complaints
- Greeted customers and provided excellent customer service
- Prepared fountain drinks
- Followed food safety procedures according to company policies and health and sanitation regulations
- Stored food in designated containers and storage areas to prevent spoilage or cross-contamination
- Maintained clean and safe environment, including in the kitchen, bathrooms, building exterior, parking lot, dumpster and sidewalk
- Reported to all shifts wearing a neat, clean and unwrinkled uniform
- Reported to each shift on time and ready to work
Education
Licensed Cosmetologist - Cosmetologist
Milan Institute
Amarillo, TX01.2009
Skills
- Customer service expert
- Analytical and critical thinker
- Fast learner
- Skilled multi-tasker
- Java system
- Antivirus software
- Document translation
- Spreadsheet creation
- Strong MS office abilities
- Software navigation
- Customer service experience
- Confidentiality
- HIPAA compliance
- Personal service experience
- Healthcare regulations
- Prior authorization processing
- Document management
- Customer database systems
- Data entry and review
- Documentation and correspondence
- Skilled in [software]
Certification
- MS Word certification
- EXCEL certification
Accomplishments
Trained and led technical support team of 2 support specialists.
Timeline
Administration Tech ll
Texas Panhandle Centers Behavioral & Developmental Health
08.2012 - 02.2019
Shampoo Assistant
Exclusively Rose Salon
04.2010 - 05.2012
Cashier/Server
El Jalapeno Café
02.2003 - 04.2009
Licensed Cosmetologist - Cosmetologist
Milan Institute