Ericka Taylor
Cumming,GA
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, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Retail and Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Registration Renewal Specialist
LeasePlan
Alpharetta, GA
04.2022 - Current
- Managing expiring vehicle registrations for assigned states either on-line, directly with the state or using third party vendors within established timelines
- Applying and following u p on duplicate registrations, plates and decals for clients on replacement services for assigned states either on-line, directly with the state or using third party vendors within established timelines
- Scanning and validating registrations, plates and replacements with accuracy and efficiency.
- Prepared tax and title documents to submit legal transfer work to DMV.
- Organized and prepared tax and title documents to transfer ownership of property.
- Contacted all States Motor Vehicle Department to determine status of pending titles.
- Communicated with customers to resolve common title issues.
Assistant Store Manager
Dollar General
Cumming, GA
11.2017 - 02.2022
- Assisting with supervising of the store employees, management and presentation of merchandise
- Completing paperwork daily from vendors order, truck deliveries and merchandise returns
- Assisting with daily money counting, safe balancing and asset control, strict cash accountability
- Inventory control, markdowns, damages and scanning accurately and effectively
- Scheduling, training, conducting safety meetings and ensuring employees is meeting expectations and following compliance
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Client Relations Representatives
FIS
Atlanta, GA
10.2019 - 03.2021
- Answering inbound calls from Bankers (clients) and internal employees for over 150 banks that questions and concerns pertaining to debit card processing
- Assisted clients and internal employees with searching and reading reports regarding to debit card portfolio volume and daily transactions inquires/research
- Created tickets for Bankers that had issues with debit card transactions declines and fraud for all related debit card issues
- Worked closely and directly with 4 other team members and upper management daily
- Continuously provided client with ticket status ever 2-3 days via phone or email
- Worked closely with numerous of internal team member to resolve clients issues: ie: fraud, core processors, MasterCard, Visa
- Meet monthly and quarterly goals for ticket resolution
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Team Lead Supervisor
BMO Harris Bank, Consumer Credit Cards
Brookfield, WI
11.2011 - 11.2017
- Engaged in customer conversation, analyzing, reconciling and detailing business and consumer statements
- Assisted peers with handling questions, concerns, escalations received on a dedicated assist line
- Took escalated calls and diffused escalated situations by providing satisfactory resolution to problems
- Processed credit payment through Western Union Speed pay
- Used various application on a daily basis for processing and assisting customers
- Sending secure emails to customers requesting statements, letters and as needed documents
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
Education
High School Diploma -
Alexander Hamilton High
Milwaukee, Wisconsin06.2004
Skills
- Skills Profile:
- Proven abilities in managerial and leadership skills
- Ability to learn and adapt quickly
- Expertise in financial computer applications and database management tools including MS Excel Strong proficiency in other Microsoft Office products and the Internet
- Highly developed written and oral communication skills
- Able to manage time, delegate, communicate effectively and proficiently
- Good customer-relations background
- Experience in collections/default mortgages/financing servicing rules and regulations
- Proven abilities in managerial and leadership skills
- Knowledgeable in the following applications:
- TSYS 2 -Arcot -SAM Login
- Spotfire -TPSS -IDA Mobile Out of Wallet
- Western Union/Speedway -Digital (filenet) -Vernit
- NICE/IEX -FDI Collateral Manager -MasterCard Connect
- HOST -FIS Card Management -Document Imaging
- Lotus Notes and Office Connect –Pep Plus -SecurLock Equip & Comm
- Bankway, BancPac and - Data Navigator
- Money handling
- Researching skills
- Employee training
Accomplishments
BMO Top Performer (Best of the Best) 2014, 2015, 2016, 2017
Timeline
Registration Renewal Specialist
LeasePlan
04.2022 - Current
Client Relations Representatives
FIS
10.2019 - 03.2021
Assistant Store Manager
Dollar General
11.2017 - 02.2022
Team Lead Supervisor
BMO Harris Bank, Consumer Credit Cards
11.2011 - 11.2017
High School Diploma -
Alexander Hamilton High
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