Erica Wolfe
BROOKLYN,NY
Summary
At Verizon Wireless, I excelled as a Customer Service Representative, leveraging my problem-solving abilities and comprehensive product knowledge to enhance customer satisfaction and loyalty. My proactive approach and active listening skills led to effective conflict resolution and a positive impact on repeat business, contributing significantly to team development and sales growth.
Overview
22
22
years of professional experience
Work History
Computer Programmer
Robert Half Technology
11.2011 - 04.2024
- Delivered scalable system architecture to support high-availability Internet site with various internal applications.
- Provided technical support using knowledge of complex technology to solve problems and support new projects.
- Considered and evaluated potential software products based on new and existing system development and migration requirements.
- Streamlined processes through the implementation of efficient automation tools, reducing manual workloads.
- Analyzed and designed relational databases using Software.
- Stored, retrieved and manipulated data for close analysis of database performance.
- Tested hardware and performed troubleshooting techniques to identify problems.
- Built databases and table structures for web applications.
- Established quality assurance measures to detect errors early in the development process, saving time spent on fixing issues later down the line.
- Wrote virtualization apps to automate virtual machine orchestration.
- Successfully migrated existing applications to cloud platforms for enhanced scalability and costefficiency.
- Implemented thorough testing procedures to identify bugs and ensure the seamless functionality of software applications.
- Enhanced software performance by optimizing code and troubleshooting issues.
- Updated documentation with project deviations to capture changes.
- Mentored junior programmers, providing guidance and support to improve their coding skills and productivity.
- Authored code fixes and enhancements for inclusion in future code releases and patches.
- Managed version control systems effectively using Git or other similar tools in order to keep track of multiple contributors'' changes made throughout a project timeline.
Computer Engineer
Astoria Software
09.2010 - 12.2018
- Standardized installation policies to streamline efforts and shorten task completion times.
- Led software development in multi-application, multi-server, and hosted environments.
- Implemented robust security measures within applications, safeguarding sensitive data from potential threats.
- Contributed to Open Source projects, enhancing professional reputation within the developer community.
- Supported business needs throughout all phases of SDLC for different stakeholders.
- Conducted thorough testing and debugging procedures to identify and resolve software defects before product release.
- Engaged in continuous learning opportunities by attending industry conferences and seminars to stay current on emerging technologies.
- Streamlined codebase with refactoring techniques, improving readability and maintainability of the software.
- Designed system upgrade frameworks to minimize operational disruptions and prioritize impactful improvements to business processes.
- Consistently met project deadlines by effectively prioritizing tasks and utilizing strong time management skills.
- Modified system configurations for production, staged, and test applications.
- Innovated algorithms for improved optimization, significantly increasing processing speeds within applications.
- Completed accurate and impactful system problem identification reports (SPIRs) to aid in future projects and repairs.
Customer Service Representative
Verizon Wireless
10.2002 - 06.2010
- 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.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
Education
Bachelor Degree - Technology
New York City College of Technology
Brooklyn, NY05.2005
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Professional telephone demeanor
- Customer satisfaction measurement
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Order Processing
- Team Development
- Administrative Support
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer Relationship Management (CRM)
- Staff Training
- Technical Support
- Quality Control
- Live chat support
- Product Sales
- Multi-line phone talent
- Product and service solutions
- Research
- Spreadsheets
- Service Upselling
- Retail store support
- Product Promotion
- Quality Assurance Controls
- Sales closing
- CRM Software
Timeline
Computer Programmer
Robert Half Technology
11.2011 - 04.2024
Computer Engineer
Astoria Software
09.2010 - 12.2018
Customer Service Representative
Verizon Wireless
10.2002 - 06.2010
Bachelor Degree - Technology
New York City College of Technology
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