Erica Ward
Hobbs,NM
Summary
Results-driven professional with 6 years of experience in customer engagement and retail operations. Poised to excel as a Customer Service Representative. Demonstrated expertise in transaction processing and POS system management, leading to increased customer satisfaction and operational efficiency. Skilled in fostering lasting customer relationships and enhancing service delivery through strong communication and problem-solving abilities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer service Data entry specialist
Teksystems Global
10.2023 - 08.2024
- Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Contributed to team success by consistently meeting or exceeding performance targets in speed, accuracy, and output volume.
- Reduced errors in data records by conducting thorough quality checks and implementing corrective measures.
- Increased productivity through effective multitasking, prioritizing diverse workloads according to deadlines.
Customer Service Representative
Foundever
04.2025 - 07.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer grievances empathetically, boosting 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved customer inquiries through phone and chat, ensuring satisfaction and loyalty.
- Collaborated with cross-functional teams to improve service delivery processes.
- Utilized CRM software to track customer interactions and follow up on unresolved issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Associate
Sutherland Global
09.2024 - 01.2025
- Resolved customer issues efficiently, resulting in positive feedback and increased loyalty.
- Assisted in maintaining store cleanliness, contributing to a pleasant shopping environment.
- Assisted with price verifications and implemented adjustments for discounts or promotions.
- Adapted to additional tasks to support operational continuity.
- Balancing workload efficiently by prioritizing tasks based on urgency or importance.
- Recommended items to customers based on specific needs and explained features and benefits.
- Served as a brand ambassador at community events, raising awareness about products/services offered by the company.
Office manager/owner
T.H.E.T Oilfield Service LLC
02.2020 - 11.2022
- - Directed industrial cleanups post-oil refinery operations, ensuring efficient site restoration and adherence to environmental regulations.
- - Optimized equipment hauling and waste disposal processes to enhance resource allocation and minimize operational downtime.
- - Established and enforced rigorous safety protocols for hazardous material handling, maintaining an impeccable safety record throughout my tenure
White Sapphire Energy LLC
01.2018 - 12.2020
- - Strengthened customer relations by serving as a vital link between clients and management, ensuring effective communication and positive interactions.
- - Improved office operations by implementing efficient systems, leading to measurable enhancements in organizational performance.
- - Handled complex administrative tasks, including accounts payable/receivable management and appointment coordination, ensuring smooth office functionality
Customer Service Representative Healthcare
MCI Telecommunications
03.2016 - 12.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Eligibility Specialist
BCforward
07.2025 - Current
- Evaluated eligibility applications to determine compliance with program guidelines.
- Collaborated with clients to gather required documentation for benefit assessments.
- Conducted thorough reviews of case files to ensure accuracy and completeness.
- Trained new staff on eligibility determination processes and system navigation.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Wrote job orders from employers to record accurate description of required job duties, working hours, and wages.
- Streamlined interdepartmental communication, ensuring timely updates and coordination on applicant cases.
- Streamlined application process for clients by implementing efficient case management techniques, improving overall service.
- Reduced errors in eligibility determination by conducting regular audits and feedback sessions for continuous improvement.
- Communicated with people from various cultures and backgrounds on application process.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Established trust with clients by consistently demonstrating empathy, professionalism, and a commitment to their wellbeing.
- Provided personalized assistance to applicants, guiding them through application process and improving overall experience.
- Developed streamlined procedures to enhance processing efficiency and reduce delays.
- Improved data accuracy with diligent maintenance of applicant records and database management.
Education
Diploma - undefined
Hobbs high school
Hobbs05.2001
Skills
- Good time management 5/5
- Highly Organized 5/5
- Attention to Detail 5/5
- Hard Working 5/5
- Flexibility and Adaptability 5/5
- Self-motivation 5/5
- Conflict Resolution 5/5
- Leadership and Teamwork 5/5
- Decision Making 5/5
- Critical thinking and problem solving 5/5
- Problem Solving 5/5
- Microsoft Office Word 5/5
- Teamwork 5/5
- Microsoft PowerPoint 4/5
- Microsoft Excel 5/5
- Ability to Multitask 5/5
- Effective Time Management 5/5
- Fast Learner 5/5
- Communication 5/5
- Adaptability 5/5
- Computer Skills 5/5
- Microsoft Office 5/5
- Ability to Work Under Pressure 5/5
- Ability to Work in a Team 5/5
- Communication Skills 5/5
- Customer Service 5/5
- Data Entry 5/5
- Empathy 5/5
- Active listening 5/5
Certification
HIPPA Compliance
Timeline
Eligibility Specialist
BCforward
07.2025 - Current
Customer Service Representative
Foundever
04.2025 - 07.2025
Customer Associate
Sutherland Global
09.2024 - 01.2025
Customer service Data entry specialist
Teksystems Global
10.2023 - 08.2024
Office manager/owner
T.H.E.T Oilfield Service LLC
02.2020 - 11.2022
White Sapphire Energy LLC
01.2018 - 12.2020
Customer Service Representative Healthcare
MCI Telecommunications
03.2016 - 12.2018
Diploma - undefined
Hobbs high school