Erika Johnson Jefferson
Community Support
Charlotte,NC
Summary
Proven leader in customer support, excelling in team management and customer relations, notably at KIB SERVICE AGENCY LLC. Enhanced client satisfaction through effective problem-solving and relationship building. Skilled in CRM and maintaining professionalism under pressure, Spearheaded initiatives that significantly improved service standards and efficiency.
Overview
11
11
years of professional experience
Work History
Customer Support Team Lead
KIB SERVICE AGENCY LLC
01.2018 - Current
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Streamlined support processes for improved efficiency and reduced response times.
- Developed strong relationships with key clients, ensuring their ongoing loyalty and trust in company's services.
- Implemented training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed team of customer support representatives, ensuring consistent quality in service delivery.
Community Support Worker
New Elevation Education Center Inc
06.2013 - 05.2018
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Leveraged advanced problem-solving skills when addressing complex client issues or complaints, leading to satisfactory outcomes for all parties involved.
- Received and resolved average of 35 calls each week regarding complaints and problems.
Education
High School Diploma -
Hunter Huss High School
Gastonia, NC06.1987
Skills
- Team Management
- Policy Enforcement
- Customer Service
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Customer Relations
- Data Entry
- Relationship Building
- Sales Promotion
- Staff education and training
- Computer Skills
- Microsoft Office
- Sales and Upselling
- Remote Office Availability
- LiveChat Messaging
- Business Development
- Call Documentation
- Call Center Operations
- Customer Relationship Management (CRM)
- Professional telephone demeanor
- Inbound Call Management
- Account Management
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Support Team Lead
KIB SERVICE AGENCY LLC
01.2018 - Current
Community Support Worker
New Elevation Education Center Inc
06.2013 - 05.2018
High School Diploma -
Hunter Huss High School
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