Ericka Charles
Rock Hill,SC
Summary
Dynamic customer service professional with extensive experience at Charter Communications, Spectrum. Proven track record in problem resolution and active listening, enhancing customer satisfaction and loyalty. Skilled in utilizing CRM software and managing high-stress situations, consistently exceeding performance metrics and fostering strong client relationships. Committed to delivering exceptional service and support.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
15
15
years of professional experience
Work History
Customer Service Representative 3
Charter Communications, Spectrum
10.2022 - Current
- Assisted customers with inquiries and resolved issues efficiently.
- Learned and utilized customer service software to track interactions.
- Provided product information and guided customers through purchasing processes.
- Collaborated with team members to enhance customer satisfaction strategies.
- Adapted communication styles to meet diverse customer needs effectively.
- Handled routine tasks while developing knowledge of company policies.
- 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.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Chemrx
01.2019 - 07.2022
- Managed customer inquiries effectively, ensuring timely resolution and satisfaction.
- Developed and maintained knowledge of product offerings, enhancing support quality.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Trained new staff on best practices for customer interaction and problem-solving techniques.
- Coordinated with cross-functional teams to address complex patient concerns effectively.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
Billing/Collections Agent
Lifeguard Medical
04.2011 - 10.2015
- Managed inbound and outbound communications to resolve outstanding accounts efficiently.
- Developed payment plans tailored to individual client needs, enhancing customer satisfaction.
- Utilized collection software to track account statuses and streamline workflow processes.
- Conducted negotiations with clients to secure timely payments and reduce delinquencies.
- Trained and mentored new team members on best practices in collections strategies.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Created and submitted charges
- follow up with insurance companies
- Perform General office Duties, such as manage database, open and sort incoming correspondence including faxes and emails.
Education
No Degree - Billing And Coding Office Admin
Hunter Business School
Levittown, NY06-2010
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Appointment scheduling
- Documentation
- Administrative support
- Microsoft Office Suite
- Customer relationship management (CRM)
- De-escalation techniques
- Technical support
- Filing
- Dispute resolution
- Customer education
- Order fulfillment
- Account updating
- Research
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Participated in Spectrum Step forward program and graduated from it.
Timeline
Customer Service Representative 3
Charter Communications, Spectrum
10.2022 - Current
Customer Service Representative
Chemrx
01.2019 - 07.2022
Billing/Collections Agent
Lifeguard Medical
04.2011 - 10.2015
No Degree - Billing And Coding Office Admin
Hunter Business School