Erika Riles
Lauderhill
Summary
Dynamic Banking Customer Service Trainer at Teleperformance with a proven track record in staff training and quality control. Expert in enhancing team performance through effective training programs and assessments. Skilled in task delegation and CRM systems, fostering exceptional customer satisfaction and operational efficiency. Committed to continuous improvement and team development.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Banking Customer Service Trainer
Teleperformance
01.2023 - Current
- Developed and delivered training programs to enhance customer service skills across teams.
- Facilitated onboarding sessions for new hires, ensuring a smooth transition into customer service roles.
- Evaluated training materials and implemented improvements for increased engagement and effectiveness.
- Conducted regular assessments of team performance to identify training needs and opportunities for growth.
Delivery Driver
Amazon
02.2020 - 12.2022
- Delivered packages efficiently, ensuring timely arrival and customer satisfaction.
- Operated delivery vehicle while adhering to safety protocols and traffic regulations.
- Planned delivery routes to optimize efficiency and reduce fuel consumption.
- Conducted pre-trip inspections of vehicles to ensure operational safety and compliance.
Customer Service Representative
Teleperformance
01.2016 - 03.2020
- Delivered exceptional customer support through various communication channels, enhancing overall client satisfaction.
- Resolved customer inquiries efficiently, ensuring timely responses and fostering positive relationships.
- Utilized CRM systems to track interactions, maintaining accurate records of customer feedback and requests.
- Collaborated with team members to streamline processes, improving service delivery and response times.
Education
Piper High School
Sunrise, FLSkills
- Task delegation
- Quality control
- Staff training
- Call monitoring
Accomplishments
- Documented and resolved By coaching different agents to excellence which led to great QA scores and great customer service representatives.
- Supervised team of 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Circle Of Excellence Honorable Mention
Certification
- Circle of Excellence
Timeline
Banking Customer Service Trainer
Teleperformance
01.2023 - Current
Delivery Driver
Amazon
02.2020 - 12.2022
Customer Service Representative
Teleperformance
01.2016 - 03.2020
Piper High School
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