Summary
Overview
Work History
Education
Skills
Accomplishments
Leadership Experience
Communication Skills
Roles And Responsibilities
Personal Information
References
Languages
Timeline
Generic

ERICKA MCGRIFF

Poughkeepsie,NY

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Bottini Fuel
01.2024 - 03.2024
    • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
    • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
    • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
    • Increased efficiency and team productivity by promoting operational best practices.
    • Investigated and resolved accounting, service and delivery concerns.
    • Delivered prompt service to prioritize customer needs.
    • 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.
    • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
    • Collaborated with team members to develop best practices for consistent customer service delivery.
    • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
    • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
    • Handled customer inquiries and suggestions courteously and professionally.

Quality Assurance Specialist

Meenan Oil
10.2020 - 12.2023
  • Listened to call recordings between clients and customer service representatives to assess their strengths and any areas that needed improvement, created spreadsheets weekly to track progress and overall performance of staff members, created weekly action plans and set goals to ensure compliance of company polices and safety precautions, tagged and organized call recordings for future use, other responsibilities included: assessed employees' to develop new skills, and special projects when necessary
  • Reported problems and concerns to management.
  • Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
  • Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
  • Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.
  • Conducted data review and followed standard practices to find solutions.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.

Rooming House Attendant

William Gray
09.2015 - 06.2019
  • Prioritized safety through proper use of cleaning chemicals and equipment, minimizing incidents or accidents.
  • Disinfected bathrooms and removed mold from shower stalls and bathtubs.
  • Demonstrated excellent time management skills while working under tight deadlines to complete cleaning tasks.
  • Assisted in training new hires on housekeeping best practices, reinforcing company standards for quality assurance purposes.
  • Engaged positively with residents while cleaning apartments and common areas.
  • Provided excellent customer service to guests by promptly responding to inquiries and requests.

Customer Service Associate

Staples
09.2013 - 08.2015
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Participated in cross-functional teams to address complex customer concerns, resulting in prompt resolution of issues.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Handled billing and payment issues following guidelines, resolving disputes properly.
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Streamlined communication with clients for improved service experiences and increased loyalty.
  • Solved problems with products and services by providing customers with technical support.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
  • Maintained up-to-date knowledge of product and service changes.

Education

Associate of Applied Science - Paralegal Studies

Dutchess Community College
Poughkeepsie, New York
05.2019

Skills

  • Communication
  • Problem-solving
  • Organization
  • Leadership
  • Employee Coaching
  • Report Transcription
  • Research
  • Critical Thinking
  • Money handling abilities
  • Document Control

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Leadership Experience

Successfully led a team to exceed performance standards and achieve excellent customer service satisfaction scores.

Communication Skills

Effectively mentored and trained to increase employees' performance and behaviors.

Roles And Responsibilities

Listened to call recordings between clients and customer service representatives to assess their strengths and any areas that needed improvement, created spreadsheets weekly to track progress and overall performance of staff members, created weekly action plans and set goals to ensure compliance of company polices and safety precautions, tagged and organized call recordings for future use, other responsibilities included: assessed employees' to develop new skills, and special projects when necessary

Personal Information

Title: Quality Assurance Specialist

References

Available upon request.

Languages

Japanese
Limited Working

Timeline

Customer Service Representative

Bottini Fuel
01.2024 - 03.2024

Quality Assurance Specialist

Meenan Oil
10.2020 - 12.2023

Rooming House Attendant

William Gray
09.2015 - 06.2019

Customer Service Associate

Staples
09.2013 - 08.2015

Associate of Applied Science - Paralegal Studies

Dutchess Community College

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ERICKA MCGRIFF