Erica Shaw
Raeford,NC
Summary
Adept at managing high-stress situations and enhancing customer loyalty, my tenure at Piedmont Natural Gas honed my complaint resolution and Microsoft Excel skills. By fostering strong relationships and streamlining processes, I significantly contributed to team efficiency and customer satisfaction, embodying professionalism and a keen ability to address and solve complex issues.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Piedmont Natural Gas
09.2022 - Current
- 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.
Bail Bond Agent
Shaw's Bail Bonds
08.2022 - Current
- Filed paperwork and paid bonds to court, providing prompt jail release for defendants.
- Collaborated with law enforcement agencies to ensure prompt release of clients from custody.
- Conducted thorough background checks to accurately assess risk factors and determine appropriate bond amounts for clients.
- Processed payments from defendants to secure bonds.
- Built strong relationships with key industry stakeholders, including attorneys, court personnel, and surety companies.
Team Lead
Piedmont Natural Gas
09.2023 - 03.2024
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
Product Support Specialist
Sitel
01.2022 - 07.2022
- Increased knowledge base usage by creating detailed articles on common product issues and solutions.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
Merchandiser
O'Reilly's Auto Parts
12.2019 - 01.2022
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
Education
Bachelor of Science - Criminal Justice
Fayetteville State University
Fayetteville, NC05-2015
High School Diploma -
Hoke County High Scool
Raeford, NC06-2007
Skills
- Call center experience
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Documentation
Timeline
Team Lead
Piedmont Natural Gas
09.2023 - 03.2024
Customer Service Representative
Piedmont Natural Gas
09.2022 - Current
Bail Bond Agent
Shaw's Bail Bonds
08.2022 - Current
Product Support Specialist
Sitel
01.2022 - 07.2022
Merchandiser
O'Reilly's Auto Parts
12.2019 - 01.2022
Bachelor of Science - Criminal Justice
Fayetteville State University
High School Diploma -
Hoke County High Scool
Similar Profiles
Eldrin Reynolds Jr.Eldrin Reynolds Jr.
Revenue Analyst at Piedmont Natural Gas, Inc.Revenue Analyst at Piedmont Natural Gas, Inc.
LaDerricka TinsleyLaDerricka Tinsley
Customer Care Representative at Piedmont Natural Gas CompanyCustomer Care Representative at Piedmont Natural Gas Company
Destiney MontgomeryDestiney Montgomery
Service Schedule Administrator and Facilitator at Duke Energy Corp/Piedmont Natural GasService Schedule Administrator and Facilitator at Duke Energy Corp/Piedmont Natural Gas