Ericka Perez
Mesa,AZ
Summary
Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities. Organized, dependable and successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team and individual goals.
Overview
11
11
years of professional experience
Work History
Customer Care and Outreach Specialist
Carbon Solutions Group
Chicago, Illinois
07.2024 - Current
- Presented clients with information, referrals, and assistance accessing resources.
- Developed and distributed written materials to inform potential clients of available services.
- Performed ongoing monitoring of care plans to evaluate effectiveness, documenting interventions and goal achievements and suggesting changes accordingly.
- Tracked data using spreadsheets to record pledges, phone calls and canvassing.
Service Coordinator
Titan Solar Power
Mesa, AZ
02.2022 - 06.2024
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Streamlined service coordination processes for improved team productivity and response times.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Coordinated and monitored service activities to confirm work met all requirements.
Customer Service Representative
Titan Solar Power
Mesa, AZ
09.2019 - 02.2022
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Handled customer inquiries and suggestions courteously and professionally.
Finance Coordinator
Titan Solar Power
Mesa, AZ
04.2019 - 09.2019
- Met weekly with department managers to discuss financial information according to current needs.
- Provided support in budget preparation and drafting of various contracts.
- Validated project and employment information and completed manual adjustments to financial data.
- Managed entire accounting cycle including gathering information, preparing documents, finalizing reports and closing books.
- Reviewed accounting structures and procedures on regular basis to identify areas in need of improvement.
- Diminished outstanding debts by analyzing accounts for issues.
- Set up and improved accounting systems and processes to meet business needs and maximize effectiveness of operations.
Teller
Chase Bank
Chandler, AZ
12.2015 - 04.2019
- Sold cashier's checks, traveler's checks and money orders.
- Organized, stocked and maintained the teller window area.
- Rapidly and efficiently prepared customer and ATM cash and change orders.
- Handled various accounting transactions.
- Executed customer transactions, including deposits, withdrawals, money orders and checks.
- Coordinated daily cash reconciliation at a high-volume location.
- Maintained friendly and professional customer interactions.
- Processed exchange and foreign currency.
- Scheduled staffing for the main branch.
- Collected member loan payments.
Customer Service Representative
CLEAResult-CustomerLink
Tempe, AZ
09.2014 - 06.2016
- Provided an elevated customer experience to generate a loyal clientele.
- Directed calls to appropriate individuals and departments.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Set up and explain new membership contracts.
- Asked open-ended questions to assess customer needs.
- Routinely answered customer questions regarding merchandise and pricing.
- Answered an average of 30 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Processed 40 daily invoices and billed renewed invoices to clients.
Education
High School Diploma -
Mesquite High School
Gilbert, AZ01.2010
Skills
- Staff development
- Strong verbal communication
- Data input
- Issue Research
- Project management
- Extremely organized
- Multitasking
- Prioritizing
- Dependability
- Interpersonal Skills
- Communication
- Ability to Work Under Pressure
- Decision Making
- Time Management
- Self-motivation
- Conflict Resolution
- Leadership
- Adaptability
- Technical Skills
Languages
- English, Bilingual
- Spanish, Bilingual
Timeline
Customer Care and Outreach Specialist
Carbon Solutions Group
07.2024 - Current
Service Coordinator
Titan Solar Power
02.2022 - 06.2024
Customer Service Representative
Titan Solar Power
09.2019 - 02.2022
Finance Coordinator
Titan Solar Power
04.2019 - 09.2019
Teller
Chase Bank
12.2015 - 04.2019
Customer Service Representative
CLEAResult-CustomerLink
09.2014 - 06.2016
High School Diploma -
Mesquite High School