Erika Lewis
Metairie,LA
Summary
Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
Baton Rouge General Hospital
05.2017 - Current
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Created, prepared, and delivered reports to various departments.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Senior Customer Care Representative
Baton Rouge General Hospital
02.2014 - 05.2017
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped 100-200 large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
Customer Service Specialist
Franciscan Missionaries Of Our Lady Health System
02.2010 - 02.2014
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on company systems, form completion, and access to services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Sought out extra training opportunities to enhance customer relationship management abilities.
Education
Master of Science - Business Administration And Management
Capella University
Minneapolis, MN04.2023
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH05.2021
Associate of Science - Business Technology Minor Accounting
Nunez Community College
Chalmette, LA05.2015
Skills
- Performance Evaluation
- Salesforce
- Continuous Improvement
- Talkdesk
- Team Building and Leadership
- Acuity
- Azalea's
- Employee Schedule Management
- Account Authorizations
- Jabbersoft
- Epic
- Microsoft Teams
- Text Expander
- Problem-Solving
- CRM
Timeline
Customer Service Supervisor
Baton Rouge General Hospital
05.2017 - Current
Senior Customer Care Representative
Baton Rouge General Hospital
02.2014 - 05.2017
Customer Service Specialist
Franciscan Missionaries Of Our Lady Health System
02.2010 - 02.2014
Master of Science - Business Administration And Management
Capella University
Bachelor of Science - Business Administration
Southern New Hampshire University
Associate of Science - Business Technology Minor Accounting
Nunez Community College
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