ERIKA CURRY
Gadsden,AL
Summary
A personable and dedicated customer service representative with extensive experience in customer relations and Data Entry. Works hard to be a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes me an asset in whichever role and/or department assigned.
Overview
6
6
years of professional experience
Work History
Customer Service and Dispatching Assistant
Pioneer Heating and Air (APEX Group)
06.2024 - Current
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Schedule service appointments and coordinate with technicians and dispatchers for maintenance, repairs, and installations.
- Provide accurate information about services, pricing, promotions, and warranties.
- Promote maintenance plans, service agreements, and additional products to customers.
- Answer basic questions about HVAC systems, recommending professional assessment for complex issues.
- Assist the dispatcher in scheduling HVAC service, repair, and installation appointments.
- Handle incoming calls or inquiries related to dispatch and scheduling.
- Provide updates to customers regarding service times and resolve scheduling concerns.
Customer Service Supervisor
Monroe Carroll Children's Hospital at Vanderbilt
08.2021 - 11.2023
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Cross-trained in multiple departments to know all company needs and train new employees.
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Audited internal data and processes to identify and manage initiatives, improving business performance.
- Recommended metrics and models based on observed trends.
Customer Service Representative
DUKE ENERGY (CONVERGENT OUTSOURCING)
12.2018 - 06.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Cross-trained in multiple departments to process customer service requests via phone support, email support or live chat when needed.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
Education
ASSOCIATES DEGREE - Business Administration
UNITED EDUCATION INSTITUTE
Morrow, GA05.2011
Skills
- Efficient and Detail-Oriented
- Technical Support
- Workload management
- Supervisory Experience
- Sales
- Microsoft Office Suite
- Fast learner
- Salesforce
- Zendesk
- Understanding Customer Needs
- Creative Problem Solving
- Data Entry
- CRM Software
- Computer skills
- Attention to detail
- Billing
- Verbal and written communication
- Support services (Service Titan)
References
Available upon request
Timeline
Customer Service and Dispatching Assistant
Pioneer Heating and Air (APEX Group)
06.2024 - Current
Customer Service Supervisor
Monroe Carroll Children's Hospital at Vanderbilt
08.2021 - 11.2023
Customer Service Representative
DUKE ENERGY (CONVERGENT OUTSOURCING)
12.2018 - 06.2020
ASSOCIATES DEGREE - Business Administration
UNITED EDUCATION INSTITUTE
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