Erika Burns
Sumter,South Carolina
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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Motivated employee with engaging personality and flexible approach. Upbeat, friendly and anticipating customer needs to facilitate enjoyable dining experiences.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Sykes Enterprise
07.2018 - 09.2018
- Delivered excellent customer service in timely manner
- Answered constant outbound calls for credit card account management
- Responded to customer request for company information, products and services
- Helped customers with their complaints, answered customer telephone calls promptly to avoid on-hold wait times
- Established customer satisfaction using voice, chat, and email
- Offered advice and assistance to over 100 of customers
- Supplied customers with expert problem solving, and communicated with customers in timely manner
- Managed accounts and transactions including redeeming rewards and accepting electronic payments
- Chat with customers to help communicate and resolve issues in fast-paced setting
- Resolved issues in timely manner.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- 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.
- Managed over 50 customer calls per day
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Exhibited high energy and professionalism when dealing with clients and staff.
Chemistry Lab Assistant
University of South Carolina Sumter
08.2019 - 03.2020
- Assisted Chemistry professors with preparation for labs
- Followed safety procedures when handling and disposing of hazardous chemicals
- Cleaned and sanitized equipment and workstation
- Setting up equipment and supplies
- Maintaining inventory, preparation of chemicals and solutions
- Keeping lab safe and clean to have successful lab
- Kept supplies in stock, picked up packages and orders.
- Designed and implemented 5 gallon reactor to run solvent and water-based adhesives
Assembler 2nd Shift
Eaton/Norman William
01.2021 - 05.2021
- Constructed panels according to MI drawings
- Produced quality panels with semi-fast pace
- Transported and provided breakers to their assigned job
- Assembled line with products needed to make panels such as neutrals, lugs, voltage bars, punched aluminum/copper etc
- Worked with members as team to provide great quality
- Made 40-60 vents to be used on panel doors.
Assembler/ Breaker Builder 2nd Shift
Eaton Corp
05.2021 - 10.2021
- Constructed panels according to MI drawings
- Produced quality panels with semi-fast pace
- Transported and provided breakers to their assigned job
- Assembled line with products needed to make panels such as neutrals, lugs, voltage bars, punched aluminum/copper etc
- Worked with members as team to provide great quality
- Made 40-60 vents to be used on panel doors
- Building breaking according to MI’s, installing shunt trips and auxiliaries
- Worked as independently but also as teammate to fulfill customers needs.
Personal Care Assistant
Believe in Faith Home Care
10.2020 - 05.2022
- Provided safe mobility support to help patients move around personal and public places
- Performed household tasks such as laundry, dusting, cooking, dusting, vacuuming, and washing dishes
- Assisted patients with activities such as preparing meals, bathing and observing health signs according to each patients condition
- Improved client comfort by providing exceptional personal care and maintaining clean, safe environment.
- Promoted independence with structured routines and clear communication to support clients in their daily lives.
- Collaborated with 2 healthcare professionals to develop individualized care plans addressing each client''s specific needs.
- Supported clients'' mental health by actively listening to concerns and offering compassionate companionship during challenging times.
- Maintained detailed documentation of client progress, sharing updates with family members and healthcare providers as necessary.
- Adapted quickly to new client situations, building rapport through active listening skills and empathetic approach towards individual needs.
- Developed creative strategies for overcoming obstacles related to mobility or cognitive limitations while promoting maximum functionality in daily tasks.
Server
Logan’s Roadhouse
07.2022 - 04.2023
- Served food and beverages in fast-paced environment while serving multiple tables and parties
- Logged in orders, along with taking and managing payments
- Provides customers with warm, friendly greeting and atmosphere
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maximized 50% table turnover rate by efficiently managing reservations and seating arrangements.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
- Performed opening and closing duties, ensuring dining area was prepared for seamless service transitions.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
Education
Some College (No Degree) - Criminology
University of South Carolina Sumter
Sumter, SCHigh School -
Sumter High School
Sumter, SC06.2018
Skills
- Account management
- Complaint resolution
- Technical support
- Credit card processing
- Customer service
- Professional telephone demeanor
- Teamwork along with great independence
- Basic computer navigating skills
- Data Entry
- Microsoft Outlook
- POS Systems Expert
- Computer Proficiency
- Technical Support
- Customer Service
Accomplishments
Achieved great customer service award while employed at Sykes.
Awards And Acknowledgements
- Entered college on LIFE scholarship because GPA was higher than 3.0
- Given certificate of completion and was awarded a customer service award on 08/22/18 at Sykes Enterprise
- Certified Alcohol & Food Server
Certification
Licensed Bartender. Certificate for Nails. Certified Breaker Builder.
Timeline
Server
Logan’s Roadhouse
07.2022 - 04.2023
Assembler/ Breaker Builder 2nd Shift
Eaton Corp
05.2021 - 10.2021
Assembler 2nd Shift
Eaton/Norman William
01.2021 - 05.2021
Personal Care Assistant
Believe in Faith Home Care
10.2020 - 05.2022
Chemistry Lab Assistant
University of South Carolina Sumter
08.2019 - 03.2020
Customer Service Representative
Sykes Enterprise
07.2018 - 09.2018
Some College (No Degree) - Criminology
University of South Carolina Sumter
High School -
Sumter High School
Licensed Bartender. Certificate for Nails. Certified Breaker Builder.
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