Erica Sinclair
Customer Service
Orlando,FL
Summary
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
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Night Shift Lead (part-time)
Airport Liquors
Orlando, FL
05.2023 - Current
- Organized evening meetings to set operations for following day and next shift crew.
- Observed each team member to carry out duties and provided constructive criticism.
- Trained staff members to perform inventory management, customer service and maintenance.
- Upheld federal safety standards and environmental disposal protocols.
- Compiled reports on production shortfalls, accidents and equipment problems.
- Maintained stock of products and ordered new products when stock was running low.
- Assigned each member of (3-4) person team with specific daily tasks and responsibilities.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Trained new employees and delegated daily tasks and responsibilities.
- Responded to and resolved customer questions and concerns.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Completed store opening and closing procedures and balanced tills.
- Helped store management meet standards of service and quality in daily operations.
- Kept employees operating productively and working on task to meet business and customer needs.
- Trained and mentored new employees to maximize team performance.
- Inventoried materials on weekly basis to identify and resolve discrepancies, maintaining highly accurate and current records.
- Maintained safe working environment by observing safety procedures, policies and regulations.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Developed and implemented new processes and procedures to streamline operations.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Completed cash and credit card transactions accurately using POS software.
Warehouse Package Handler
UPS
Orlando, Florida
08.2022 - 06.2023
- Used hand-held scanners and physical logs to accurately track item movements.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Followed verbal and written instructions to properly move and ship products.
- Assembled, sealed, and loaded packages into correct trucks.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Maintained clean, orderly work environment free of hazards.
Receptionist/Office Assistant
The Whole Glam Thing Creator Studio
Orlando, Fl
06.2020 - 12.2021
- Created team culture of exceeding customer expectations, exceeding all company performance goals and standards
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Created new customer database by entering customer information into database
- Handled customer inquiries, answered questions, and resolved problems in timely manner
- Increased average company ratings on Google, Yelp, and Facebook by 200%
- Managed multiple tasks and met time-sensitive deadlines.
- Resolved customer problems and complaints.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered central telephone system and directed calls accordingly.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone, or postal mail.
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Handled cash transactions and maintained sales and payments records accurately.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Collected credit card payments, processed transactions and updated relevant records.
- Organized, maintained and updated information in computer databases.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Scheduled office meetings and client appointments for staff teams.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Handled assignments independently with good judgement and critical thinking skills.
- Restocked supplies and submitted purchase orders to maintain stock levels.
Customer Service Representative
Equity Lifestyle Properties
Orlando, Fl
02.2015 - 12.2020
- Handled customer inquiries, answered questions, and resolved problems in timely manner
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Developed and trained 5 new customer service representatives on proper handling of customer inquiries
- Created new customer database by entering customer information into database
- Answered heavy inbound call volume in timely manner
- Used upselling methods when needed
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software such as Salesforce to manage interactions and track customer satisfaction.
- Processed customer service orders promptly to increase customer satisfaction.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Package Sorter and Loader
Smart Warehouse
Orlando, FL
02.2012 - 10.2014
- Complied with safety, health, and environmental regulations as prescribed by law.
- Lifted and slid packages weighing up to 60 pounds on conveyor belts to transport items.
- Proved successful working within tight deadlines and fast-paced environment.
- Attached identification materials to packages and envelopes for delivery tracking and sorting.
- Managed time efficiently in order to complete all tasks within deadlines
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Prepared pallets of boxes for easy transportation between customer and storage locations.
- Assembled, sealed, and loaded packages into correct trucks.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
- Operated equipment while observing standard safety procedures.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Used hand-held scanners and physical logs to accurately track item movements.
Education
Some College (No Degree) -
Valencia College
Orlando, FL 08.1997 - 01.1999
High School Diploma -
Jones High School
Orlando, FL 08.1992 - 05.1996
Skills
Computer skills, Customer service, Microsoft excel, Microsoft office, Communication skills, Sales, Cash handlingundefined
Military Service
United States Army
1995-1997
E-3
Supply Clerk (92Y)
Timeline
Night Shift Lead (part-time)
Airport Liquors
05.2023 - Current
Warehouse Package Handler
UPS
08.2022 - 06.2023
Receptionist/Office Assistant
The Whole Glam Thing Creator Studio
06.2020 - 12.2021
Customer Service Representative
Equity Lifestyle Properties
02.2015 - 12.2020
Package Sorter and Loader
Smart Warehouse
02.2012 - 10.2014
Some College (No Degree) -
Valencia College
08.1997 - 01.1999
High School Diploma -
Jones High School
08.1992 - 05.1996
Similar Profiles
Joanne BridgeJoanne Bridge
Cashier at Highland Mini-mart &Liquors LiquorsCashier at Highland Mini-mart &Liquors Liquors
ROBERT TREY VASSARROBERT TREY VASSAR
Vice President of Operations at L&R Group of Companies D.B.A WallyPark Airport Parking, Joes Airport Parking, FastTrack Airport Parking, Avistar Airport Parking and Joes Auto ParksVice President of Operations at L&R Group of Companies D.B.A WallyPark Airport Parking, Joes Airport Parking, FastTrack Airport Parking, Avistar Airport Parking and Joes Auto Parks
Rachel GastonRachel Gaston
Area Manager of Operations at Big Red Liquors Dba Cap N CorkArea Manager of Operations at Big Red Liquors Dba Cap N Cork
Kenisha HusbandsKenisha Husbands
Greeter at Launch Entertainment ParkGreeter at Launch Entertainment Park
Andrew LaskowskyAndrew Laskowsky
General Manager / Executive Manager at Feddon Automotive Group – Valley Chevrolet, GMC, CDJR, MitsubishiGeneral Manager / Executive Manager at Feddon Automotive Group – Valley Chevrolet, GMC, CDJR, Mitsubishi