ERICA NEWMAN
Secaucus,NJ
Summary
Seasoned Customer Service Specialist with a proven track record at Trugreen, Inc., adept in enhancing customer retention by 30% through exceptional complaint resolution and communication skills. Skilled in MS Office Suite and SCP software, demonstrating strong organizational abilities and a commitment to excellence in all customer interactions.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist and Chat Agent
Trugreen, Inc.
03.2022 - 07.2024
- Handle 90+ calls daily, and 50 customer chats daily, with duties including selling services to new customers, creating new customer accounts, processing payments, cancelling accounts, and updating customer accounts.
- Memorized the entire line of company products and services, including pricing, discounts, and promotions.
- Provided basic technical support for customers, such as password resets, technical issues with customers' online accounts, and processing refunds and credit requests.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Strengthened customer retention by offering discount options.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Responded to customer emails with accurate product and service information.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
Debt Collector/ Customer Service Specialist
Sunrise Credit Services
09.2020 - 02.2022
- Company Overview: NY (remote)
- Notify Customers of Debt
- Processed incoming payments from customers according to established procedures.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Make calculations to determine payment amounts to resolve the customer's debt
- Answer customer questions regarding debt, and payment due dates.
- Negotiate with customers to help them find ways to resolve their debts
- Add notes to customer accounts to record communications and resolutions reached
- NY (remote)
- Educated debtors on the consequences of non-payment and potential resolutions.
- Ensured all collection activities complied with applicable laws and regulations.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Utilized skip tracing techniques to locate hard-to-find debtors.
- Accepted and processed customer payments and applied toward account balances.
Customer Service Representative
Crunch Fitness
09.2019 - 09.2020
- Crunch Fitness :Queens New York
- Greet members and guests, provide exceptional customer service, answer phones in a friendly manner, and assist callers with a variety of questions.
- Check in members, provide tours of the club, sign up new members, log amenities, and communicate updates and billing issues to members and guests.
- Respond to members' questions and concerns in a timely and professional manner.
- Utilize the company computer system to assist with new memberships, membership cards, change of address, and billing or payment questions.
- Go above and beyond to keep the front desk area and lobby clean and orderly.
- Regular facility cleaning and upkeep, such as mopping, trash removal, cleaning windows and mirrors, and re-racking weights.
- Check in members, provide tours of the club, sign up new members, log amenities, and communicate updates and billing issues to members and guests.
- Regular restroom and shower area cleaning, and stocking.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Executive Administrative Assistant/Licensed Real Estate Agent
Core Realty Elite
05.2015 - 08.2019
- Company Overview: Floral Park, NY
- Directly supported brokers and assisted all agents.
- Maintained all personal and confidential files.
- Typed letters, memoranda, and manuscripts, and assisted with data entry as assigned.
- Kept track of the broker's calendar.
- Answered all phone calls and emails
- Scheduled important meetings.
- Greeted visitors scheduled to meet with the agent, owner, or broker.
- Arranged conference calls and corporate lunches.
- Designed flyers for open houses.
- Licensed Real Estate Agent.
- Floral Park, NY.
- Coordinated meeting and work schedules for staff teams and executives.
- Delivered optimal administrative, customer service and case management support.
Education
Bachelor of Science - Business Administration, Marketing
Western Governors University
Salt Lake City, UT04-2025
Associate Degree - Liberal Arts
Queensbrough Community College
New York, NYSkills
- Customer Service
- Communication
- Organizational Skills
- MS Office Suite
- Google Drive
- Canva Graphic Design
- SCP and Gui Software
- Complaint resolution
- Call center experience
- Customer retention
- Telephone etiquette
- Good communication skills
Timeline
Customer Service Specialist and Chat Agent
Trugreen, Inc.
03.2022 - 07.2024
Debt Collector/ Customer Service Specialist
Sunrise Credit Services
09.2020 - 02.2022
Customer Service Representative
Crunch Fitness
09.2019 - 09.2020
Executive Administrative Assistant/Licensed Real Estate Agent
Core Realty Elite
05.2015 - 08.2019
Bachelor of Science - Business Administration, Marketing
Western Governors University
Associate Degree - Liberal Arts
Queensbrough Community College
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