Erica Nelson
Customer Service Specialist III
Jacksonville,FL
Summary
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
NG&M Cleaning Services Llc.
Jacksonville, FL
11.2021 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Monitored customer service operations to assess agent performance and provide feedback.
- Created customer support strategy to increase customer retention.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Responsible for a minimum of 100 calls per day
Customer Service Cashier
Dave And Buster
Jacksonville, FL
12.2018 - 11.2021
- Collaborated with advanced skilled and experienced cooks to prepare high-quality meals.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
- Counted money in drawers at beginning and end of each shift.
- Maintained reports of transactions and greeted customers when entering and leaving establishment.
- Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Maintained current knowledge of store promotions and highlighted sales to customers.
House Manager
White As Snow
Jacksonville, FL
11.2012 - 12.2018
- Supervised residents preparing meals and handling chores and provided constructive feedback.
- Managed day-to-day operation of home to comply with regulations and agency standards
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained records.
- Performed housekeeping duties, such as cooking, cleaning, washing clothes and dishes, and running errands.
- Prepared meals.
- Transported client to doctors' appointments.
- Changed bed linens, washed and ironed laundry, and performed household cleaning.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
High School Diploma -
Williams M. Raines High School
Jacksonville, FL06.2000
Skills
- Handling Escalations
- Leading Team Meetings
- Call Center Operations
- Issue Resolution
- Verbal and Written Communication
- Performance Tracking and Evaluations
- Managing Operations and Efficiency
- Time Management
- Policy Enforcement
- One Call Resolution
- Positive and Constructive ll Monitoring
- Collection Calls
- Client Relations and Retention
- MS Office
- Persuasive Negotiations
- Leadership
Timeline
Customer Service Manager
NG&M Cleaning Services Llc.
11.2021 - Current
Customer Service Cashier
Dave And Buster
12.2018 - 11.2021
House Manager
White As Snow
11.2012 - 12.2018
High School Diploma -
Williams M. Raines High School
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