Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Erica Murray

Springdale,OH

Summary

Experienced professional with a solid background in customer engagement and satisfaction. Adept at resolving issues and enhancing client experiences. Thrives in team collaboration and easily adapts to changing needs. Showcases strong communication, problem-solving, and client rapport-building skills. Highly diligent with a proven track record in managing office operations and providing comprehensive administrative support. Excels in streamlining processes and aiding in project coordination. Recognized for effective communication and exceptional multitasking abilities.

Overview

18
18
years of professional experience

Work History

Support Specialist

ICF Technology, Inc.
04.2014 - 03.2024
  • Provide IT assistance for customers regarding live streaming needs.
  • Contributed towards technical support capabilities.
    Evaluated customer needs and feedback to drive product and service improvements.
  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
  • Developed and maintained strong working relationships with clients, leading to repeat business and referrals.
    Increase clientele and overall satisfaction for the company by 25%.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.

Customer Service Representative

JCM & Associates, Inc. Fidelity Life Association
03.2014 - 01.2015
  • Responsible for answering inbound and outbound calls corresponding with policy owners and agents.
  • Ability to explain complex premium histories with system data/research.
  • Multi-tasking throughout the day includes, data-entry, processing bank drafts, collateral assignments, reinstatements, customer information adjustments, modifying, surrendering, and/or cancelling policies, lowering and adding coverage, and providing 1099 information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Customer Service Coordinator

Renaissance Debt Solutions, Inc.
04.2006 - 01.2014
  • Provide customer service to customers enrolled in the debt settlement program by updating them on the status of their accounts or settlements, changing their monthly payments, etc.
  • Supervise/train customer support team of five or more representatives.
  • Multi-tasking throughout the day, such as, investigating customer accounts, contacting creditors regarding payments, and verifying new customer accounts.
    Holding team meetings to brainstorm new concepts on saving more money for the company and/or customer retention strategy.
  • Explained charges, fees, terms of sales, and service agreements to over 50 customers daily.

Education

No Degree - Criminal Justice

University of Maryland Eastern Shore
Salisbury, MD

Skills

  • Skilled in advanced features of Microsoft Office
  • Typing speed of 70 wpm
  • E-learning platform proficiency
  • Digital Communication Tools (Slack, Zoom, Microsoft Teams)
  • Canva-based graphic design skills

Accomplishments

  • Reduced cancellation rate by 79% the first year as customer support manager at Renaissance Debt Solutions, Inc.
  • Persuaded one of our top-level customers to come up with a lump sum of $64,000.00 with all fees included to get accounts settled by the end of 2011.
  • Assisted in developing concepts that would then lead to retaining more customers and receiving more customers by 50% at the end of 2012.

Timeline

Support Specialist

ICF Technology, Inc.
04.2014 - 03.2024

Customer Service Representative

JCM & Associates, Inc. Fidelity Life Association
03.2014 - 01.2015

Customer Service Coordinator

Renaissance Debt Solutions, Inc.
04.2006 - 01.2014

No Degree - Criminal Justice

University of Maryland Eastern Shore

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Erica Murray