Erica Weskamp

TProvided daily support to clients through phone, email, and chat, resolving issues efficiently.

• Maintained client relationships to enhance customer satisfaction and retention.
• Handled escalated client situations from team members and management.
• Escalated complex product or service concerns to the appropriate department for resolution.
• Documented client interactions and solutions in CRM systems for accuracy and future reference.
• Delegated service requests to team members while supporting task completion for improved workflow.

• Conducted formal coaching sessions with associates, collaborating with Academy Manager to create tailored success plans.
• Provided timely, constructive feedback to enhance participant engagement and skill development.
• Monitor associate performance and provide immediate side-by-side feedback using teach, Show, Practice during new hire and OJT.
• Led skills practice and OJT mid-day huddles, ensuring comprehensive coverage of I-Know and huddle information.
• Use the designated tools and resources such as the OJT Roadmaps to deliver daily Mid-Day education.

• Achieved high customer service satisfaction, earning 4th quarter 5-star recognition for exceptional service.
• Consistently met and exceeded monthly metrics, contributing to overall team goals.
• Demonstrated enthusiasm and motivation as a self-starter, focusing on client interests to drive positive outcomes.
• Communicates effectively and confidently and is comfortable engaging all clients.
• Utilized system resources efficiently to support operations.

• Exceeded monthly service metrics consistently, earning multiple awards for outstanding performance.
• Delivered exceptional assistance to Premier credit card clients, enhancing their overall experience.
• Promoted Bank of America credit cards during client interactions, contributing to increased customer engagement.
• Diffusing escalated situations with empathy and professionalism.
• Able to multitask through multiple systems in high volume environment.
• Resourceful in using all the banks’ systems to reach a resolution for customers.