Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

ERICA T. RIOS

Oak Forest,IL

Summary

Diligent Customer Service Representative skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of clients in dynamic, fast-paced settings.

Overview

19
19
years of professional experience

Work History

Preferred Caregiver

Help At Home
10.2018 - Current
  • Assist with daily living for specific client needs, medical appointments and managing medications
  • Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
  • Participated in ongoing professional development opportunities to stay current on best practices in caregiving techniques, enhancing the quality of care provided.

Strategic Accounts Specialist

Sundberg America
10.2018 - Current
  • Manage/track over 1.5 Million in monthly sales activities within the company’s multiple accounts
  • Increased account retention by developing strong relationships with key clients and addressing their needs promptly.
  • Provided exceptional customer service to strategic clients, resolving issues quickly and ensuring long-term partnerships.
  • Worked closely alongside senior leadership in setting short-and long-term account management goals.

Private Duty Team Leader

Great Lakes Caring Home Health
08.2016 - 10.2018
  • Participates in the organization’s strategic planning activities by creating an inspiring team environment with open communication with clear team goals
  • Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
  • Established clear communication channels that ensured the timely exchange of information between team members and clients.
  • Implemented employee recognition programs that boosted morale and increased retention rates within the team.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.

Customer Relations Representative

Great Lakes Caring Hospice
11.2015 - 08.2016
  • Maintained effective systems for patient referrals, data entry, and communications to support department
  • Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
  • Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
  • Improved company reputation through attentive listening, understanding, and addressing customer needs effectively.

Guest Representative

Red Door Spa
12.2014 - 11.2015
  • Maintained a welcoming atmosphere by ensuring cleanliness and organization throughout the lobby area.
  • Assisted guests with booking reservations, providing personalized recommendations based on individual preferences.
  • Coordinated special requests for events and celebrations, ensuring memorable experiences for guests during their stay.

Customer Service Account Manager

The Calmark Group
04.2005 - 03.2014
  • Responsible for a 15 customer accounts, handling customer inquires and complaints in a professional and efficient manner
  • Maintained detailed records of customer interactions, ensuring accurate account information at all times.
  • Conducted regular reviews of client accounts, identifying opportunities for growth and improvement.
  • Served as a liaison between customers and other departments, ensuring seamless communication and timely resolution of issues.
  • Created and reviewed invoices to confirm accuracy.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Trained new personnel regarding company operations, policies and services.

Education

3 semesters of Basic Learning -

Richard J. Daley College
01.2009

High School Graduate -

Thomas Kelly High
06.2004

Skills

  • Team Supervision
  • Coaching
  • Documentation and Reporting
  • Work Planning and Prioritization
  • Account Management
  • Administrative Support
  • Problem Solving
  • Active Listening
  • Data Entry
  • Customer Service

References

References available upon request.

Timeline

Preferred Caregiver

Help At Home
10.2018 - Current

Strategic Accounts Specialist

Sundberg America
10.2018 - Current

Private Duty Team Leader

Great Lakes Caring Home Health
08.2016 - 10.2018

Customer Relations Representative

Great Lakes Caring Hospice
11.2015 - 08.2016

Guest Representative

Red Door Spa
12.2014 - 11.2015

Customer Service Account Manager

The Calmark Group
04.2005 - 03.2014

3 semesters of Basic Learning -

Richard J. Daley College

High School Graduate -

Thomas Kelly High
ERICA T. RIOS