ERIC B. JILES
Freeport,NY
Summary
Exemplary CRM skills with emphasis in showing genuine empathy and providing a one call resolution. Multiple years' experience in the Customer Service field, from initial communication to
strategic problem solving. Ability to deliver a world-class customer/client experience. Quick to learn and master proprietary business operating software. Work from home, Brick-and-mortar, hybrid adept. Nimble decision maker that thrives in a fast-paced environment. A team player with excellent communication skills. Always a pleasure to work with.
Overview
27
27
years of professional experience
Work History
Lead Legal Intake Specialist
The Law Office of Kenneth Nugent
05.2023 - 02.2024
- Perform new hire onboarding, including systems training, phone etiquette, and side-by-side call monitoring
- Coach Intake Specialists team to provide exceptional client sign-up journey with emphasis on relationship management
- Manage escalated calls and with the use of nuanced persuasion skills, convert on-the-fence callers to use our services
- Streamlined intake systems, resulting in reduced errors and improved speed
Legal Intake Specialist
The Law Office Of Kenneth Nugent
02.2020 - 05.2023
- Conducted over 50 detailed client intakes per day and entered information into company database.
- Developed screener skills through data analysis, brand value focus, and customer objections strategies
- Communicated pertinent information to clients and legal staff to complete tasks on schedule
Customer Service Representative
Global Industrial, C.S
09.2018 - 02.2020
- Met or exceeded monthly sales goals and K.P.I's by selling multitude of products via telephone, chat, and online platforms
- Managed over 100 customer calls per day
- Effectively engaged and resolved complex escalations and inquiries
Automotive Sales/Customer Service
Don Mealy Sport Subaru
02.2017 - 08.2018
- Delivered “white glove” car buying experience
- Managed customer from initial contact to closing with attention to detail to build loyalty.
- Collaborated with multiple teams to ensure that all vehicle purchase-related tasks were fully completed and accurate to ensure seamless delivery
- American Customer Satisfaction Index Survey (ACSI) Certification completion; S.O.A.
Field Representative
NCVS/U.S Department Of Justice
03.2010 - 01.2017
- Successfully overcome participation objections through relationship building and respectful communication.
- Conferred with clients to gather and track case information.
- Maintained highest level of confidentiality as prescribed by Title 13 of U.S Code
Branch Manager/Loan Officer
Lend America
01.2004 - 01.2009
- Daily responsibilities included mortgage consulting, delinquent mortgage collections, networking, employee problem solving and general overseeing of processor, receptionist and loan officers
- Developed extensive network of referral partners to source new mortgage loan opportunities
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings
- Fielded customer complaints and provided solutions
Loan Officer
Lend America
01.1997 - 01.2003
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Collaborated with other departments to promptly process loan applications.
- Developed systems to efficiently track loan documents and enhance accuracy.
- Conversion of leads generated through marketing campaign of direct mail, television, and radio
- Developed strong relationships with customers through high levels of customer service
Education
Associate of Science -
Valencia College
Orlando, FL 09.2009 - 05.2012
Skills
CRM/POS software
Microsoft Products
Warm and cold lead conversion
Contract preparation
Creative problem solving
Service standard compliance
Training development aptitude
Key stakeholder relationship building
Account management
Timeline
Lead Legal Intake Specialist
The Law Office of Kenneth Nugent
05.2023 - 02.2024
Legal Intake Specialist
The Law Office Of Kenneth Nugent
02.2020 - 05.2023
Customer Service Representative
Global Industrial, C.S
09.2018 - 02.2020
Automotive Sales/Customer Service
Don Mealy Sport Subaru
02.2017 - 08.2018
Field Representative
NCVS/U.S Department Of Justice
03.2010 - 01.2017
Associate of Science -
Valencia College
09.2009 - 05.2012
Branch Manager/Loan Officer
Lend America
01.2004 - 01.2009
Loan Officer
Lend America
01.1997 - 01.2003