Summary
Overview
Work History
Education
Skills
Timeline
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Ericka Stotelmyer

Boonsboro,MD

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

10
10
years of professional experience

Work History

Customer Service Representative Lead

Banfield Pet Hospital
04.2021 - Current
  • Implemented new training programs for better team performance and improved service quality.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Created reporting systems to track customer service performance and improve insight.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Streamlined team efficiency by implementing new procedures for handling customer requests.
  • Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.

Feline Health and Behavior Coordinator

Humane Society Of Washington County
09.2016 - 04.2021
  • Conducted client rounds every day to check on residents
  • Searched resident belongings prior to and during stays
  • Built and maintained positive staff relationships to promote teamwork and better serve clients
  • Completed documentation for every incident and forwarded to correct personnel for review
  • Performed client intake procedures according to internal standards for all new admissions
  • Prepared and submitted daily performance reports to management
  • Unloaded and impounded animals received from animal control and public
  • Identified and recorded animal breeds for intake records
  • Supplied animals with food, water and personal care
  • Examined animals for injuries or malnutrition and arranged for any necessary medical treatment
  • Handled day-to-day running of health and behavior, ensuring high levels of productivity and progression
  • Developed and maintained courteous and effective working relationships.

Sales Associate

Pacsun
09.2013 - 02.2016
  • Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral
  • Engaged with customers to effectively build rapport and lasting relationships
  • Delivered high level of assistance by locating products and checking store system for merchandise at other sites
  • Processed product returns and assisted customers with other selections
  • Tracked stock using company inventory management software
  • Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs
  • Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases
  • Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications.

Education

High School Diploma -

Washington County Technical Highschool
06.2015

Skills

  • Reporting and Analysis
  • Call Center Experience
  • Complaint Handling
  • Workforce Planning
  • Feedback Collection
  • Computer Literacy
  • Conflict Resolution
  • Account Management
  • Decision Making
  • Team Leadership
  • Product Knowledge
  • Active Listening

Timeline

Customer Service Representative Lead

Banfield Pet Hospital
04.2021 - Current

Feline Health and Behavior Coordinator

Humane Society Of Washington County
09.2016 - 04.2021

Sales Associate

Pacsun
09.2013 - 02.2016

High School Diploma -

Washington County Technical Highschool

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Ericka Stotelmyer