Erica Paul
Altoona,PA
Summary
A dedicated professional with over 38 years of experience in customer service, recognized for a friendly and caring demeanor that fosters strong team collaboration. Proven ability to manage multiple tasks in fast-paced environments while completing assignments with precision and timeliness. Committed to upholding the confidentiality of customer and company data, ensuring trust and integrity in all interactions. Versatile and quick learner, adept at adapting to new challenges and situations with ease.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Remote Customer Service Representative
Conduent
Altoona, PA
06.2024 - Current
- Efficiently manage a high call volume of inbound calls for EBT/WIC recipients.
- Listen actively to understand customer needs and offer clear, accurate information.
- Access cardholder accounts to provide information about payments and benefits deposited by state or federal agencies.
- Assist cardholders with inquiries regarding transactions and account statuses.
- Process transactions efficiently via web-based applications and handle research requests with precision.
- Communicate in a warm, empathetic manner while ensuring confidentiality and compliance with all federal/state law regulations.
- Maintain in-depth knowledge of company and client programs, policies, and technology.
- Support team operations during peak times or absences to help maintain seamless service.
Uber Driver
Uber
Altoona, PA
09.2021 - 05.2024
- Provided safe, reliable transportation to customers.
- Facilitated order collection from local restaurants and ensured timely delivery to customer-specified locations.
- Navigated efficiently through app using GPS technology, optimizing routes for reduced travel time.
- Conducted regular vehicle inspections to ensure safety and compliance with regulations.
- Followed applicable traffic regulations and traffic laws.
- Maintained high customer satisfaction through excellent communication and timely service.
Call Center Representative
American Customer Care
Altoona, PA
08.2019 - 09.2021
- Managed a high volume of inbound calls for our clients regarding their public records websites.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Followed strict confidentiality of customers information.
- Boosted productivity, by maintaining strong call control, and quickly working through scripts with excess speed, accuracy, and volume on a constant basis.
- Delivered exceptional customer service by effectively resolving inquiries and complaints while maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Collaborated with team members to improve response times and enhance customer satisfaction.
Education
High School Diploma -
Altoona Area High School
Altoona, PA12-1989
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Microsoft Excel
- Microsoft Outlook
- Microsoft Team
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer relationship management (CRM)
Certification
Driver's License
Timeline
Remote Customer Service Representative
Conduent
06.2024 - Current
Uber Driver
Uber
09.2021 - 05.2024
Call Center Representative
American Customer Care
08.2019 - 09.2021
High School Diploma -
Altoona Area High School