Summary
Overview
Work History
Education
Skills
Timeline
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Erik Nelson

Mesa,AZ

Summary

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Overview

3
3
years of professional experience

Work History

Customer Service Representative (CSR)

Intouch cx
Mesa, AZ
04.2024 - Current
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Assisted in training new call center staff members on proper procedures for handling calls and resolving customer issues.
  • Adhered to quality assurance expectations and standards while handling calls.
  • Adhered to all company procedures when handling incoming calls or transferring them as needed.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Collaborated with others to discuss new opportunities.
  • Recognized by management for providing exceptional customer service.

AT&T Team Lead (Remote)

AT&T
Mesa, AZ
12.2023 - 04.2024
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Trained new staff in relevant processes and procedures.
  • Ensured compliance with company policies and procedures throughout the team.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Maintained accurate records of employee attendance and task completion times.
  • Analyzed data from various sources to identify trends or patterns in customer behavior.
  • Collaborated with management team to implement new work procedures or policies.
  • Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.

AT&T Customer Service Representative (Remote)

AT&T Call Center
Mesa, AZ
07.2023 - 12.2023
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Dairy/Frozen Department Associate

Walmart
Casa Grande, AZ
02.2022 - 01.2023
  • Merchandise management: managing merchandise and inventory
  • customer service: providing excellent customer service
  • Perpetual inventory: Maintaining perpetual inventory
  • Modular Integrity: Maintaining modular integrity
  • checking shelf inventory
  • restocking as needed
  • ensuring food is not expired
  • Merchandising products effectively
  • Ordering items that are running low
  • Helping unload daily deliveries

Education

High School Diploma -

Casa Union High School
Casa Grande, AZ
05-2023

Associate of Science - CAD Fundamentals

Maricopa Community Colleges - Mesa Community College
Mesa, AZ

Skills

  • Complaint resolution
  • Multi-Task Management
  • Service Upselling
  • Data Entry
  • Quality Control
  • Logistics Oversight
  • Technical Troubleshooting
  • Employee Relations

Timeline

Customer Service Representative (CSR)

Intouch cx
04.2024 - Current

AT&T Team Lead (Remote)

AT&T
12.2023 - 04.2024

AT&T Customer Service Representative (Remote)

AT&T Call Center
07.2023 - 12.2023

Dairy/Frozen Department Associate

Walmart
02.2022 - 01.2023

High School Diploma -

Casa Union High School

Associate of Science - CAD Fundamentals

Maricopa Community Colleges - Mesa Community College

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