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
2023.05 - 2024.02
- 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
2020.02 - 2023.05
- 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
2018.09 - 2020.02
- 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
2017.02 - 2018.08
- 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
2010.03 - 2017.01
- 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
2004.01 - 2009.01
- 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
1997.01 - 2003.01
- 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 2009.09 - 2012.05
Skills
CRM/POS software
Timeline
Lead Legal Intake Specialist
The Law Office of Kenneth Nugent
2023.05 - 2024.02
Legal Intake Specialist
The Law Office Of Kenneth Nugent
2020.02 - 2023.05
Customer Service Representative
Global Industrial, C.S
2018.09 - 2020.02
Automotive Sales/Customer Service
Don Mealy Sport Subaru
2017.02 - 2018.08
Field Representative
NCVS/U.S Department Of Justice
2010.03 - 2017.01
Associate of Science -
Valencia College
2009.09 - 2012.05
Branch Manager/Loan Officer
Lend America
2004.01 - 2009.01
Loan Officer
Lend America
1997.01 - 2003.01
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