Erika Dukes
Riviera Beach
Summary
Customer service professional with experience resolving complex issues efficiently and effectively. Skilled in conflict resolution, communication, and problem-solving, with strong emphasis on teamwork and adaptability. Known for reliability and results-driven approach, consistently meeting and exceeding expectations in fast-paced environments. Also collections experience collecting payments and problem solving with Home Retention.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Resolution Specialist
Onity Group Inc.
West Palm Beach, FL
08.2024 - Current
- Collections
- Financial Interview
- Verification
- Home Retention
Help Desk Specialist
RxSense
Palm Beach Gardens, FL
03.2023 - 04.2024
- Pharmacy benefit specialist, Inbound Calls, Verifying pharmacy benefits
Customer Service Representative
Petmeds
Delray Beach, FL
02.2019 - 02.2023
- Customer service, Incoming Calls, Outbound Calls, Ordering, Cancellations
Advanced Customer Advocate
WOW Cable
Augusta, GA
10.2017 - 08.2018
- Technical support, Customer Service, Inbound and Outbound Calls, Sales and Billing Specialist.
Customer Service Representative
Public Reputation
Boca Raton, FL
03.2017 - 10.2017
- Google business partner, Edit Google my business listings, Adding photos, verifying information.
Customer Service Representative
I Can Benefit Group
Boca Raton, FL
08.2016 - 03.2017
- Customer Service, Billing, Verifying Benefits and Coverage
Customer Service Team Leader
Teleperformance
Boca Raton, FL
06.2013 - 04.2016
- Responsibilities
- Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Data Entry, Set appointments for technicians. Customer Service Representative Team Manager of a team of about 15 agents, Run stats and Reports
Education
Trade school - undefined
General Education (High School Diploma) -
Palm Beach Gardens High School
Palm Beach Gardens, FL05-2002
Skills
- Facilitated document preparation with a typing speed of 45 words per minute to ensure timely task completion
- Managed investor inquiries and provided customized solutions to enhance service delivery
- Resolved email support requests promptly to enhance customer satisfaction Assisted in building customer loyalty through effective issue resolution Supported team productivity by establishing efficient communication processes
- Managed inbound customer calls, effectively resolving issues and enhancing service quality
- Facilitated high customer satisfaction through effective problem-solving Supported service delivery by improving communication methods Fostered customer relationships leading to better retention rates
- Resolved billing discrepancies through detailed analysis and implemented accurate solutions to uphold account record integrity
Certification
Driver's License
Additional Information
Authorized to work in the US for any employer
Timeline
Customer Resolution Specialist
Onity Group Inc.
08.2024 - Current
Help Desk Specialist
RxSense
03.2023 - 04.2024
Customer Service Representative
Petmeds
02.2019 - 02.2023
Advanced Customer Advocate
WOW Cable
10.2017 - 08.2018
Customer Service Representative
Public Reputation
03.2017 - 10.2017
Customer Service Representative
I Can Benefit Group
08.2016 - 03.2017
Customer Service Team Leader
Teleperformance
06.2013 - 04.2016
Trade school - undefined
General Education (High School Diploma) -
Palm Beach Gardens High School