Summary
Overview
Work History
Education
Skills
Timeline
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Erica Rainey

Orange,NJ

Summary

Proven track record in resolving complex customer issues, mentoring team members, and enhancing service quality through collaboration and feedback. Extensive customer service experience with proficiency in SAP, invoicing, data analysis, and effective communication. Dedicated to providing exceptional customer service and continuously improving processes to exceed expectations.

Overview

10
10
years of professional experience

Work History

Customer Success Specialist II

CSL Seqirus Pharmaceutical
02.2022 - Current
  • Respond to customers' inquiries. Responsible for maintaining accounts with updated notes and procedures; also responsible for updating and maintaining contact information in SAP
  • Properly acknowledge, record, and follow up on customer logistics and quality complaints in the designated database.
  • Ensure special handling of large to complex customer’s requirements with regards to product specifications, special packaging, regulatory compliance, etc.
  • Access customer databases (portals) to retrieve purchase orders; ensure proper notifications to customers in regard of order management and billing documents.
  • Communicate customer expectations by interfacing with various departments and areas.
  • Handles inquiries in the Customer Service Group mailbox, as well as the voice mail system, for all accounts.
  • Works with credit and A/R to resolve customer disputes.
  • Identify sales orders that are assigned and have incomplete or blocked status, and try to resolve and/or escalate the sales orders.
  • Communicate pricing information to customers as needed.
  • Act as a liaison between customers and internal departments on special requests.
  • Provide order management support for customers, including order entry, allocation of material to orders, returns, invoice disputes, and credit adjustments, utilizing information systems.
  • Identify sales orders that are assigned and have incomplete or blocked status, and try to resolve and/or escalate the sales orders.

Senior Customer Service Representative

Power Photo Corp
02.2018 - 11.2021
  • Assisted customers through phone, email, and chat, addressing inquiries on order status, tracking, and technical support, while maintaining high standards of customer satisfaction and service quality
  • Collaborated with teams to manage high call volumes, ensuring efficient resolution of issues such as lost shipments, order cancellations, and new order processing
  • Documented customer accounts with accurate and relevant information, supporting management with returns and refunds to streamline operations
  • Conducted training sessions for new hires, enhancing team capabilities and contributing to the achievement of performance goals that supported long-term company growth

Service Delivery Analyst

Tangoe Incorporated
06.2015 - 01.2018
  • Responded to customer inquiries and advised on service usage, ensuring customer satisfaction through proactive communication and prompt issue resolution
  • Documented research findings, prepared reports with improvement strategies, and evaluated customer feedback to identify trends and provide insights to management
  • Coordinated with teams to resolve complex issues, managed budgets and service metrics, and negotiated contract terms and service level agreements

Education

High School Diploma -

Frank H Morrell
Irvington

Skills

  • Customer Relationship Management
  • Project Management
  • Data Analysis
  • Problem-Solving
  • Communication
  • Empathy
  • Sap Experience
  • Time Management
  • Conflict Resolution
  • Team Collaboration
  • Adaptability

Timeline

Customer Success Specialist II

CSL Seqirus Pharmaceutical
02.2022 - Current

Senior Customer Service Representative

Power Photo Corp
02.2018 - 11.2021

Service Delivery Analyst

Tangoe Incorporated
06.2015 - 01.2018

High School Diploma -

Frank H Morrell

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Erica Rainey