ERICKA LESTER
Pittsburgh,United States
Summary
Assisted customers with commercial and Medicare/Medicaid insurance inquiries and banking services. Addressed customer requests and concerns effectively. Provided relevant information and options to resolve issues promptly.
Assisted in verifying insurance benefits and tracking coverage for clients. Collaborated effectively with diverse personalities to explain medical terms and processes. Maintained organized records with a strong focus on detail.
Overview
14
14
years of professional experience
Work History
DQR
Tapestry Health
06.2024 - 11.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
Customer Care Representative
PNC Bank, NA
07.2020 - 01.2024
- 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.
Roadside Assistance Agent
AAA East Central
09.2019 - 09.2020
- Enhanced customer satisfaction by providing timely and efficient roadside assistance services.
- Reduced wait times for stranded motorists by swiftly dispatching tow trucks and other support vehicles.
- Streamlined communication between drivers, dispatchers, and service providers for improved efficiency.
- Increased member retention through exceptional customer service during stressful situations.
- Managed high call volume while remaining calm and professional, ensuring accurate information was relayed to all parties involved.
Customer Service Representative
Internal Revenue Service, IRS
09.2018 - 07.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Insurance Customer Service Representative
UPMC
02.2016 - 09.2017
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Collaborated with underwriters to streamline the policy issuance process for improved efficiency.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
Customer Service Representative
United Healthcare
05.2012 - 12.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Cosmetologist - Cosmetology Education
Pittsburgh Beauty Academy
Pittsburgh, PAHigh School Diploma -
George Westinghouse High School
Pittsburgh, PANo Degree - Social Work
Community College of Allegheny County
Pittsburgh, PASkills
- Payment Processing
- Customer Service
- Billing Coordination
- First Call Resolution
- Database Research
- Data Entry
- Inbound Customer Service
- Follow-Up Skills
- Multitasking
- Interpersonal Skills
- MS Office
- Claims Processing
Timeline
DQR
Tapestry Health
06.2024 - 11.2025
Customer Care Representative
PNC Bank, NA
07.2020 - 01.2024
Roadside Assistance Agent
AAA East Central
09.2019 - 09.2020
Customer Service Representative
Internal Revenue Service, IRS
09.2018 - 07.2019
Insurance Customer Service Representative
UPMC
02.2016 - 09.2017
Customer Service Representative
United Healthcare
05.2012 - 12.2015
Cosmetologist - Cosmetology Education
Pittsburgh Beauty Academy
High School Diploma -
George Westinghouse High School
No Degree - Social Work
Community College of Allegheny County