Erika Dean
Hobbs
Summary
Experienced customer service professional with a strong background in customer support, scheduling, sales, and quality assurance. Skilled in communication, problem-solving, and delivering exceptional service in fast-paced environments. Seeking an opportunity to contribute strong interpersonal and organizational skills to a growing company.
Overview
25
25
years of professional experience
Work History
Appointment Scheduler/Customer Service Representative
United Health Group
05.2023 - 02.2024
- Scheduled, coordinated, and assisted patients with appointment bookings and follow-up services in a remote customer support environment.
- Communicated important patient information and relayed messages to medical staff through direct calls and established communication channels.
- Provided professional and compassionate customer service while addressing patient questions and concerns.
- Maintained accurate scheduling records and ensured timely communication between patients and healthcare staff.
- Supported efficient daily operations by handling high-volume calls and prioritizing patient needs.
Customer Care Specialist/Quality Assurance Specialist
One Technologies, LP
06.2011 - 01.2019
- Monitored customer service calls and identified agent performance trends to provide actionable feedback to site management teams.
- Evaluated and scored agent interactions based on Quality Assurance guidelines to ensure a high-quality customer experience.
- Participated in customer listening programs to identify customer needs, improve service processes, and assess agent behaviors.
- Handled escalated customer calls and effectively de-escalated irate customers while maintaining professionalism and customer satisfaction.
- Responded promptly to customer correspondence, including mail, emails, and faxes, in accordance with company service standards.
- Processed customer refund requests accurately and efficiently.
- Reviewed and responded to customer satisfaction survey feedback to support continuous service improvement initiatives.
Group Sales Specialist
Hotels.com
10.2006 - 10.2009
- Communicated with potential customers, businesses, and organizations via phone and email to coordinate and reserve hotel accommodations.
- Assisted clients with group booking arrangements while providing excellent customer service and timely follow-up.
- Maintained accurate reservation details and ensured customer requests were processed efficiently.
- Responded to customer inquiries regarding hotel availability, rates, and booking policies.
- Built positive customer relationships through professional communication and problem-solving skills.
Reservations Sales Associate
Wyndham Hotels And Resorts
07.1999 - 12.2005
- Worked as part of a high-volume reservations sales team handling inbound calls for customers across North America, the Caribbean, and Europe.
- Assisted guests with hotel room bookings, changes, and cancellations while ensuring accuracy and efficiency in reservation systems.
- Provided information on hotel availability, rates, and property details to support customer decision-making.
- Delivered consistent customer service in a fast-paced call center environment while meeting sales and service goals.
- Maintained professionalism while managing a high volume of inquiries and ensuring customer satisfaction across international markets.
Education
1 Year of College or a Technical or Vocational School - General Studies
College Of The Southwest
Hobbs, NM1 Year of College or a Technical or Vocational School - General Studies
Vernon Junior College
VernonHigh School Diploma - General High School Curriculum
Hobbs High School
Hobbs, NMSkills
- Customer Service
- Appointment Scheduling
- Call Center Operations
- Quality Assurance
- Customer Support
- Conflict Resolution
- De-escalation Techniques
- Communication Skills
- Problem Solving
- Data Entry
- Email & Phone Communication
- Time Management
- Team Collaboration
- Multitasking
- CRM Systems
- Refund Processing
- Reservation Management
- Active Listening
- Administrative Support
- Customer Satisfaction Support
Timeline
Appointment Scheduler/Customer Service Representative
United Health Group
05.2023 - 02.2024
Customer Care Specialist/Quality Assurance Specialist
One Technologies, LP
06.2011 - 01.2019
Group Sales Specialist
Hotels.com
10.2006 - 10.2009
Reservations Sales Associate
Wyndham Hotels And Resorts
07.1999 - 12.2005
1 Year of College or a Technical or Vocational School - General Studies
College Of The Southwest
1 Year of College or a Technical or Vocational School - General Studies
Vernon Junior College
High School Diploma - General High School Curriculum
Hobbs High School