Erika Colon
Ave Maria,FL
Summary
Experienced with managing customer interactions to ensure satisfaction and loyalty. Utilizes problem-solving and communication skills to address and resolve concerns efficiently. Knowledge of maintaining high standard of service in fast-paced environments.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Care Associate/Client Support Equivalent
Formosa Plastics, Inc.
Livingston, NJ
02.2018 - 09.2024
- Provided exceptional customer support, resolving inquiries and issues promptly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed timely and effective replacement of damaged or missing products.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained up-to-date knowledge of product and service changes.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Conducted training sessions for new staff on customer service protocols and best practices.
- Led initiatives to improve response times and increase customer satisfaction ratings.
- Developed and implemented strategies for effective communication with diverse clientele.
- Analyzed feedback to identify trends, driving continuous improvement in service quality.
- Mentored junior associates, fostering a culture of teamwork and professional growth.
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Participated in ongoing professional development initiatives to stay informed on industry trends and best practices for customer service delivery.
- Contributed to positive company reviews by delivering exceptional support experiences to clients.
- Handled escalated customer concerns, achieving high levels of resolution and satisfaction.
- Analyzed paperwork to verify completeness and eligibility for requested products and services.
- Maintained good call control to quickly uncover questions and keep call times low.
- Participated in weekly meetings with management teams regarding goals progress updates.
- Provided exceptional service by consistently meeting or exceeding key performance indicators.
- Balanced multiple priorities simultaneously, ensuring timely completion of tasks without compromising quality standards.
- Identified crisis calls and arranged for emergency assistance to resolve important problems.
- Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback.
Office Manager/Operations Support Specialist
Halen Brands, Inc.
Fairfield, NJ
02.2017 - 02.2018
- Streamlined office operations to enhance workflow efficiency and reduce administrative overhead.
- Managed vendor relationships to ensure timely procurement of supplies and services.
- Coordinated team meetings, ensuring agendas were prepared and action items tracked effectively.
- Developed training materials for new hires, fostering a collaborative onboarding experience.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Reduced environmental impact by initiating recycling program and promoting paperless processes.
- Spearheaded community outreach initiatives, improving company's local reputation and engagement.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Reduced overhead costs significantly through negotiation of vendor contracts for office supplies and services.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Facilitated smooth office relocations by meticulously planning and coordinating all aspects of move.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
- Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Coordinated with IT department to upgrade office technology, enhancing overall efficiency and data security.
- Optimized office space utilization, leading to more efficient and productive work environment.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Monitored front areas so that questions could be promptly addressed.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Organized spaces, materials and catering support for internal and client-focused meetings.
Quality Assurance Administrator
B&G Foods, Inc.
Parsippany, NJ
01.2014 - 01.2017
- Analyzed audit results to identify areas for process improvement and corrective actions.
- Evaluated supplier performance based on quality metrics, driving enhancements in vendor selection processes.
- Evaluated new tools and methodologies to stay ahead of industry trends, ensuring the highest level of quality assurance possible for clients.
- Coordinated issue resolution efforts by working closely with development and support teams, ensuring timely and effective handling of any identified problems.
- Maintained a strong understanding of client specifications and requirements, enabling accurate assessment of product performance against established criteria.
- Maintained thorough documentation of test results, enabling swift resolution of identified issues and continuous improvement efforts.
- Conducted root cause analysis on recurring defects, leading to targeted improvements in processes and systems that reduced future occurrences significantly.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
Account Executive
Reworld Energy (formerly Covanta Corporation)
Morristown, NJ
01.2012 - 01.2014
- Utilized CRM software to track customer interactions and maintain accurate records.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Managed timely and effective replacement of damaged or missing products.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved accounting, service and delivery concerns.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained up-to-date knowledge of product and service changes.
Information Technology Administrator
Reworld Energy
Morristown, NJ
01.2007 - 01.2012
- Managed daily office operations, ensuring efficient workflow and timely completion of tasks.
- Coordinated schedules and meetings for executives, optimizing time management across departments.
- Developed and maintained filing systems, enhancing document retrieval and organization efficiency.
- Facilitated communication between staff and management, fostering a collaborative work environment.
- Assisted in budgeting processes by tracking expenses.
- Trained new employees on office protocols and administrative tools, promoting quick adaptation to roles.
- Led initiatives to improve office supply management, resulting in cost savings and reduced waste.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Enhanced communication within office, establishing weekly newsletter summarizing key updates and achievements.
Dental Claims Processor
Delta Dental Plan of New Jersey
Parsippany, NJ
01.1999 - 01.2007
- Processed dental claims efficiently, ensuring adherence to industry standards and compliance regulations.
- Reviewed and validated claim submissions for accuracy, reducing processing errors significantly.
- Coordinated with dental providers to clarify discrepancies and resolve claim issues promptly.
- Analyzed trends in claim denials to identify root causes and recommend strategic solutions.
- Prevented fraud by identifying discrepancies in submitted documentation and following up accordingly.
- Promoted a supportive work environment within the team, sharing knowledge about best practices for efficient claims handling.
- Contributed to improved customer service ratings by addressing inquiries from both providers and patients promptly and professionally.
- Supported department goals through consistent achievement of productivity benchmarks and quality metrics in claim processing.
- Continuously refined personal expertise in dental terminology, procedures, materials, and billing codes to maintain the highest level of accuracy in claims processing.
- Improved claim processing efficiency by accurately reviewing and analyzing dental claims for payment.
- Reduced claim errors by diligently verifying patient eligibility and coverage details before processing.
- Maintained a high level of accuracy in data entry while processing large volumes of dental claims daily.
- Ensured company compliance with industry standards by staying current on dental coding and billing practices.
- Minimized processing delays due to incorrect information or missing documentation by proactively reaching out to relevant parties.
- Checked documentation for accuracy and validity on updated systems.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Processed and recorded new policies and claims.
- Maintained confidentiality of patient finances, records, and health statuses.
- Determined appropriateness of payers to protect organization and minimize risk.
Education
BA - Marketing and Management
Felician College
Lodi, NJ05-2012
Skills
- Complaint handling
- Reporting and analysis
- Escalation management
- CRM software
- Multitasking and organization
- Active listening
- Decision-making
- Problem resolution
- Relationship building
- Task prioritization
- Quality assurance
- Project management
- Issue escalation
- Custom order management
- Teamwork and collaboration
- Problem-solving
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Foundations of Insurance - Liberty Mutual Insurance
- Licensed General Lines Property and Casualty Agent
- Licensed Surplus Lines Insurance Agent
- Professional Selling- Kennesaw State University
- (CAPM) Certified Associate in Project Management - Project Management Institute 2012-06
- ITIL V3 Foundations, New Horizons of NJ, Iselin, NJ 2010-06
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Care Associate/Client Support Equivalent
Formosa Plastics, Inc.
02.2018 - 09.2024
Office Manager/Operations Support Specialist
Halen Brands, Inc.
02.2017 - 02.2018
Quality Assurance Administrator
B&G Foods, Inc.
01.2014 - 01.2017
Account Executive
Reworld Energy (formerly Covanta Corporation)
01.2012 - 01.2014
Information Technology Administrator
Reworld Energy
01.2007 - 01.2012
Dental Claims Processor
Delta Dental Plan of New Jersey
01.1999 - 01.2007
BA - Marketing and Management
Felician College
Awards
Excellence in Management, Felician College 2012-05.