Erika Watkins
Dallas,TX
Summary
Military spouse
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
United States Parcel Service
Dallas, TX
09.2024 - 11.2025
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Processed high volumes of package shipments accurately, ensuring timely deliveries.
- Trained new staff on operational procedures and customer service best practices.
- Collaborated with team to streamline shipping processes, improving overall workflow.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Customer Service Representative
Bite Me Dessert
Remote
04.2020 - 10.2025
- Respond to customer inquiries via phone, email, and chat, resolving issues promptly and effectively.
- Demonstrated expertise in Microsoft Office Suite.
- Utilize CRM software to track customer interactions and feedback, ensuring accurate record-keeping.
- Enhanced productivity by consistently maintaining 45wpm typing speed.
- Collaborated with team members to devise solutions for persistent customer issues, enhancing service quality.
- Oversaw numerous customer accounts, ensuring prompt and efficient service delivery.
- multitask: talking on the phone while on the computer for long periods of time
- AI systems and real-time agent assisted customers with speed and confidence.
Customer Service Representative (Front Office)
San Diego Comprehension Pain Management
San Diego, CA
03.2014 - 2020
- Guided members in locating network providers for surgical procedures.
- Coordinate scheduling processes.
- Managed incoming and outgoing calls.
- Facilitated efficient referral distribution.
- Coordinated appointment confirmations with healthcare providers.
- Ensured precise entry of member data into CRM software.
- Facilitated travel arrangements.
- Coordinate follow up appointments
- Call provider offices to request medical records
- Assists with patient duties to include patient relations, check-in or check-out, scheduling, insurance verification, and answering phones. Arranges follow-up visits and referral appointments.
- Assists with patient registration duties by collecting and verifying insurance information. Verifies patient demographics and enters changes into computer system. Directs patient to appropriate waiting areas.
- Accepts payments for physician/clinic services according to established guidelines.
- Posts payments and enters charges into computer utilizing appropriate codes.
- Proficient in Microsoft Office Suite (Word, Excel, etc.) and capable of navigating multiple systems simultaneously.
Hair and Makeup Artist
Hair Emergency
San Diego, CA
07.2005 - 07.2012
- Designed and executed diverse hair and makeup styles for various events, ensuring client satisfaction.
- Collaborated with clients to determine desired looks, enhancing personal style and confidence.
- Managed inventory of cosmetics and tools, optimizing product availability for seamless operations.
- Trained junior artists in techniques and trends, fostering skill development within the team.
- Implemented sanitation protocols to maintain hygiene standards in all services provided.
- Developed customized beauty plans based on skin type and preferences, improving client experience.
- Stayed updated on industry trends and techniques, integrating innovative methods into service offerings.
- Oversaw scheduling and logistics for appointments, ensuring efficient workflow throughout service hours.
Education
Associate of Science -
Los Angeles Harbor College
Wilmington, California, CA07.2004
High School Diploma - Los Angeles Harbor College
Westchester H.S.
Los Angeles, CA06.2001
Skills
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM software and Zendesk
- Excellent typing skills 35-45 wpm with high accuracy
- Strong problem-solving abilities and conflict resolution skills
- Effective communication and interpersonal skills
- Ability to work in fast-paced environments and handle multiple tasks simultaneously
-Call center experience
Timeline
Customer Service Representative
United States Parcel Service
09.2024 - 11.2025
Customer Service Representative
Bite Me Dessert
04.2020 - 10.2025
Customer Service Representative (Front Office)
San Diego Comprehension Pain Management
03.2014 - 2020
Hair and Makeup Artist
Hair Emergency
07.2005 - 07.2012
Associate of Science -
Los Angeles Harbor College
High School Diploma - Los Angeles Harbor College
Westchester H.S.