Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Hi, I’m

Erica Scott

Houston,TX

Summary

Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Sagility. Excelled in resolving high-stress situations with empathy and professionalism, boosting repeat business. Skilled in Microsoft Excel and active listening, consistently exceeded performance metrics, demonstrating a commitment to service excellence and effective problem-solving.

Diligent Customer Service Representative, with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

4
years of professional experience

Work History

Sagility

Customer Service Representative
07.2023 - 02.2025

Job overview

  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Modivcare

Customer Service Representative
02.2022 - 06.2024

Job overview

  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

PODS Moving & Storage

Customer Service Representative
01.2021 - 12.2022

Job overview

  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Education

Houston Community College
Houston, TX

Associate of Arts from Culinary Arts
12-2017

University Overview

West Brook, Sr.
Beaumont, TX

High School Diploma
05-1988

University Overview

  • [Number] GPA 4.0

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Call center experience
  • Microsoft Excel
  • Professional telephone demeanor
  • Call center operations
  • Microsoft outlook
  • Follow-up skills
  • Appointment scheduling
Availability
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Available
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tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Representative
Sagility
07.2023 - 02.2025
Customer Service Representative
Modivcare
02.2022 - 06.2024
Customer Service Representative
PODS Moving & Storage
01.2021 - 12.2022
Houston Community College
Associate of Arts from Culinary Arts
West Brook, Sr.
High School Diploma
Erica Scott