Erica Tatom
Fredericksburg
Summary
Seasoned Customer Service Professional with 10 years of experience, including roles as a Customer Service Representative at IQor, APS and Afni. Proven ability to manage customer inquiries, resolve complaints, and provide detailed information about products and services. Eager to leverage these skills and experiences in a Customer Service Agent role.
Overview
15
15
years of professional experience
Work History
Crew Member
McDonald's Restaurant
Millersburg
05.2025 - Current
- Adhered to health department regulations regarding food handling procedures.
- Educated customers on menu items, product ingredients and nutritional values.
- Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
- Processed takeout orders quickly to ensure timely delivery of meals.
- Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
Customer Service Rep
AFNI
Tucson
01.2024 - 08.2024
- Provided comprehensive customer service, including processing payments and setting up new phones.
- Troubleshot and resolved phone and website technical issues to ensure customer satisfaction.
- De-escalated challenging situations, effectively calming upset customers and maintaining a professional demeanor.
- Developed in-depth knowledge of company products to assist customers and improve service delivery.
Instructor
Venture Upward
Tucson
08.2023 - 12.2023
- Developing course description, curriculum, syllabus, and a supply list for their class which will be approved by the site manager before each semester begins.
- Venture Upward curriculums may be available depending on course topic.
- Developing age appropriate classroom activities, lectures, and topics of discussion to keep students engaged, while encouraging class participation.
- Assessing and adjusting activities as needed to best meet the needs and abilities of those in each class.
- Ability to work with special education students and adapt lessons as needed.
- Ensuring students abide by Venture School's Student Code of Conduct and implementing Venture Upward's Discipline Policy as needed.
- Communicating regularly with Venture School Site Manager and parents/guardians.
- Finding substitute teachers when necessary from approved list.
- Each instructor needs to create a lesson plan at the beginning of each semester for a substitute to follow in case of a last minute absence.
- Managing class supplies and keeping within the allotted budget.
- Attending weekly site meetings.
- Successful candidates will possess the following:
- A passion for helping children develop a lifelong love of learning.
- Strong verbal and written communication skills.
- Motivational and leadership skills.
- Ability to stay organized in a dynamic environment.
- Good listening skills.
- Classroom and student behavior management skills.
Assistant Instructor
Venture Upward
Tucson
08.2023 - 12.2023
- Managed classroom behavior, ensured adherence to Student Code of Conduct, and provided instructional support to teachers, while also handling administrative tasks such as student attendance recording and maintaining classroom cleanliness.
Customer Service Rep
IQor
Tucson
08.2019 - 02.2020
- Managed customer inquiries and effectively resolved complaints, providing accurate and comprehensive product and service information.
- Maintained a high standard of professionalism, ensuring customer needs were promptly addressed and satisfactorily resolved.
- Contributed to sales objectives through the upselling of products and services, aligning with customer needs.
- Collaborated with colleagues to enhance service delivery, participated in training sessions, and assisted in maintaining customer records and financial transactions with utmost accuracy and confidentiality.
Repo Officer
Alpha Towing
Phoenix
05.2016 - 07.2017
- Efficiently and lawfully repossessed assets from defaulting customers, ensuring thorough documentation of all recovery actions.
- Conducted in-depth investigations to trace absconded customers, leveraging a variety of resources for effective communication and negotiation with debtors.
- Uphold high customer service standards in challenging situations, successfully adhering to all relevant laws and regulations while maintaining a positive company image.
CSR
APS
Phoenix
07.2013 - 11.2014
- Delivered high-quality customer service, adeptly managing and resolving a robust volume of inquiries while maintaining detailed product and service knowledge.
- Administered customer accounts, skillfully handling billing inquiries, and seamlessly processing orders, returns, and exchanges, contributing to overall customer satisfaction.
- Leveraged CRM systems to monitor and report on customer interactions, identified and escalated priority issues, and played a vital role in meeting team sales objectives.
Barista
Starbucks
Wilcox
06.2011 - 07.2012
- Expertly prepared and served a broad range of specialty beverages, strictly adhering to corporate recipes and presentation standards, and ensured efficient store operations through inventory management and cash handling.
- Provided outstanding customer service, swiftly handling orders, resolving issues, and maintaining a clean, comfortable store atmosphere, leading to positive customer relationships and repeat patronage.
Cashier
Safeway
Wilcox
05.2010 - 02.2011
- Managed a high volume of transactions while ensuring pricing accuracy and providing excellent customer service, which included resolving complaints, providing product information, and maintaining clean checkout areas.
- Successfully upheld the security of the register, adhered to established procedures for documenting cashing errors, and effectively cross-sold products.
Education
Associates degree - Medical Assistant
Pima Community College
Mesa08-2013
High School Diploma -
Golden Sierra High School
Garden Valley, CA06-2006
Skills
- Excellent Communication Skills
- Problem-Solving Abilities
- Knowledge of Customer Service Principles
- Ability to Work in a Team
- Time Management Skills
- Patience and Empathy
- Strong Listening Skills
- Multitasking Abilities
- Food preparation
- Cash handling
- Customer service
- Order processing
- Health regulations
- Inventory management
- Menu knowledge
- Equipment operation
- Task prioritization
- Telephone etiquette
- Safe food handling
Timeline
Crew Member
McDonald's Restaurant
05.2025 - Current
Customer Service Rep
AFNI
01.2024 - 08.2024
Instructor
Venture Upward
08.2023 - 12.2023
Assistant Instructor
Venture Upward
08.2023 - 12.2023
Customer Service Rep
IQor
08.2019 - 02.2020
Repo Officer
Alpha Towing
05.2016 - 07.2017
CSR
APS
07.2013 - 11.2014
Barista
Starbucks
06.2011 - 07.2012
Cashier
Safeway
05.2010 - 02.2011
Associates degree - Medical Assistant
Pima Community College
High School Diploma -
Golden Sierra High School