ERICA PALMER
Norristown,PA
Summary
High-performing Customer Service and Call Center Specialist with a proven track record of managing high-volume call environments (50–60+ calls/day) while delivering exceptional customer experiences. Skilled in appointment scheduling, issue resolution, and cross-functional communication, with a strong ability to balance speed, accuracy, and empathy. Known for improving attendance rates, streamlining scheduling workflows, and maintaining high customer satisfaction in fast-paced healthcare, logistics, and retail environments.
Overview
11
11
years of professional experience
Work History
Sr. Customer Service Representative
Americold Logistics
09.2024 - 04.2026
- Managed 40+ inbound calls daily from drivers, dispatchers, and customers, ensuring efficient routing and issue resolution
- Coordinated 20+ daily email communications to confirm and schedule appointments
- Scheduled 20+ weekly inbound and outbound appointments, optimizing workflow efficiency
- Completed 10+ weekly reports with high accuracy, supporting operational tracking and decision-making
Assistant Manager
Mavis Discount Tire
06.2023 - 09.2024
- Handled 50+ inbound calls daily, delivering timely updates on vehicle status and services
- Conducted 50+ outbound calls weekly to confirm appointments, driving a 20 percent increase in customer attendance
- Provided pricing guidance to 50+ customers daily, improving transparency and upsell opportunities
- Documented 10+ vehicles daily to ensure accurate condition records and reduce disputes
- Supported daily operations by balancing customer service, scheduling, and team coordination
Call Center Representative
Commonwealth Oral Surgery
09.2022 - 05.2023
- Managed 60+ daily inbound calls from patients and provider offices in a multi-location environment
- Scheduled 50+ appointments daily, maintaining accuracy across multiple provider calendars
- Delivered post-care instructions and conducted follow-ups, reinforcing patient compliance
- Supported 10+ team members daily with process guidance and issue resolution
- Maintained a 95 percent appointment attendance rate through proactive confirmation calls
Call Center Representative
Cardiology Consultants of Philadelphia
02.2022 - 09.2022
- Handled 50+ daily calls across patients, hospitals, and provider offices
- Scheduled and rescheduled 20+ patients daily, ensuring efficient provider utilization
- Managed 30+ daily patient messages and coordinated communication with physicians
- Conducted follow-ups and relayed care instructions to 20+ patients daily
- Supported scheduling changes and same-day adjustments with minimal disruption
Front Desk Receptionist
Total Performance Physical Therapy
06.2021 - 02.2022
- Managed 40+ daily calls across patients, providers, and insurance companies
- Scheduled 20+ patients daily and maintained accurate electronic records
- Verified insurance eligibility for 20+ patients daily, reducing billing delays
- Managed authorizations and follow-ups to ensure timely patient care
Project Coordinator
Covance Clinical Development Services
06.2018 - 11.2020
- Processed 50+ case report forms daily with a focus on accuracy and compliance
- Completed 15+ weekly archiving tasks, improving document organization and retrieval
- Conducted quality checks on 100+ records, ensuring adherence to quality standards
- Followed up on 20+ client items weekly, supporting timely project completion
Jr. Closer / Operations Assistant
New Penn Financial
07.2015 - 01.2017
- Processed 20+ closing packages weekly, ensuring timely delivery to title companies
- Managed 50+ monthly tax transcripts and borrower documentation
- Organized 100+ daily documents, improving file accessibility and workflow
- Collaborated with clients and internal teams to resolve outstanding conditions
Education
High School Diploma -
Upper Merion Area High School
06.2006
Skills
- Customer Service Excellence
- High-Volume Call Handling
- Appointment Scheduling
- CRM and Scheduling Systems
- Data Entry and Reporting
- Issue Resolution
- Cross-Team Coordination
- Customer Retention
- Process Efficiency
Timeline
Sr. Customer Service Representative
Americold Logistics
09.2024 - 04.2026
Assistant Manager
Mavis Discount Tire
06.2023 - 09.2024
Call Center Representative
Commonwealth Oral Surgery
09.2022 - 05.2023
Call Center Representative
Cardiology Consultants of Philadelphia
02.2022 - 09.2022
Front Desk Receptionist
Total Performance Physical Therapy
06.2021 - 02.2022
Project Coordinator
Covance Clinical Development Services
06.2018 - 11.2020
Jr. Closer / Operations Assistant
New Penn Financial
07.2015 - 01.2017
High School Diploma -
Upper Merion Area High School