Erica Zack
Ada,Oklahoma
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Farmers Insurance
10.2022 - 02.2024
- Serves customers by providing product and service information and resolving product and service problems.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Managed high call volume with exceptional professionalism and efficiency.
Bank of America Fraud Analyst II
Bank of America
06.2021 - 06.2022
- Monitor real time queues and identify high risk transactions within the business portfolio.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
Loan Servicing Associate
Flagship Credit Acceptance
10.2020 - 04.2021
- Inbound Dialer calls as well as Outbound calls to Collect on past due accounts 1 to 30 days past due.
- Enhanced customer satisfaction by addressing and resolving loan servicing inquiries in a timely manner.
- Improved operational efficiency by streamlining loan servicing processes and implementing best practices.
- Reduced delinquencies with proactive borrower communication and tailored payment plans.
- Maintained compliance with federal regulations, staying current on industry changes and adjusting procedures accordingly.
Sonic Drive In Assistant Manager
Sonic Drive In
09.2018 - 06.2020
- Improved service quality and increased sales by developing a strong knowledge of company's products and services.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
- Developed strong working relationships with staff, fostering a positive work environment.
- Increased sales through effective merchandising strategies and targeted promotions.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
Reservations and Owner Services Manager
Silverleaf Resorts
04.2010 - 09.2018
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
High School Diploma -
Midlothian High School
Skills
- Custom order management
- Database Research
- Billing coordination
- Appointment Scheduling
- First Call resolution
- Payment Processing
- Data Entry
- Customer Service
- Problem Resolution
- Operations Management
Timeline
Customer Service Representative
Farmers Insurance
10.2022 - 02.2024
Bank of America Fraud Analyst II
Bank of America
06.2021 - 06.2022
Loan Servicing Associate
Flagship Credit Acceptance
10.2020 - 04.2021
Sonic Drive In Assistant Manager
Sonic Drive In
09.2018 - 06.2020
Reservations and Owner Services Manager
Silverleaf Resorts
04.2010 - 09.2018
High School Diploma -
Midlothian High School
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