Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Erika Joy Reyes

Austin

Summary

Forward-thinking professional with a positive attitude and proven skill in establishing rapport with clients. Attentive to customer needs being ready to break down technical problems to develop effective solutions. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Dedicated to maintaining deep knowledge of products and promotions. Motivated to improve service satisfaction and maintain overall company success.

Overview

8
8
years of professional experience

Work History

Social Media Case Manager

Concentrix
01.2023 - Current
  • Mastering new products, developing advanced technical knowledge to support other agents and applying new skills in a fast-paced environment through chat and email
  • Following policies and procedures to meet or exceed established performance requirements
  • Keeping records of customer interactions thoroughly recording details of inquiries through CRM and case trackers
  • Maintaining composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support

Tier 2 Technical Support Specialist

VXI Global Solutions
03.2022 - 09.2022
  • Serving as one of the main Logistics point of contacts on site by suggesting and guiding customers on filing refunds and replacements for Virtual Reality products
  • Maintaining consistent metrics with regard to client satisfaction, responses per hour, and meeting quality assurance proficiency levels while utilizing knowledge base
  • Performing advanced technical troubleshooting procedures for clients and accurately following complex escalation procedures to higher level of support to resolve discrepancies and ensure prompt resolutions
  • Resolving customer email and chat requests for assistance related to accounts, store and technical issues and following-up with customers as needed while making interaction seem personable
  • Offering support to fellow agents with sustained current knowledge of Virtual Reality products, procedures and verbiage
  • Effectively and routinely balancing multiple customers through live chat sessions at one time

Customer Service Representative

Symphony Pharmacy
11.2021 - 02.2022
  • Answering incoming phone calls to the needs of the caller while monitoring and recording patient, physician and referral source communications and/or directing them to the appropriate licensed staff for service
  • Multitasking management of patient engagement, prescription delivery scheduling, and efficient workflow production
  • Greeting customers in the front and assisting with prescription pickup and/or over-the-counter transactions, refill orders, along with any pharmacy inquiries
  • Packaging medications and supplies for mailing or transfer to other sites for a safe and secure delivery

Sales Associate/Cashier

ZARA
09.2021 - 11.2021
  • Processing sales, exchanges, and refunds efficiently, accurately, and quickly in all payment methods
  • Maintaining excellent standards in the stock room by organizing and arranging the stockroom in an orderly manner
  • Sustaining one or several sections of the store while keeping an optimal image of the area
  • Actively partaking in the delivery process by ensuring new stock is displayed for replenishment on the shop floor

Ambassador

Activus Connect
05.2021 - 07.2021
  • Answering customer calls and providing accurate, satisfactory answers to their queries and concerns
  • Engaging in active listening with callers, confirming or clarifying information and diffusing troubled callers, as needed
  • Routing inbound calls to the appropriate resources, including identifying and escalating priority issues using an escalation queue
  • Researching required information using available resources
  • Guiding callers through navigating main resource site when necessary to better serve their needs
  • Documenting all call information according to standard operating procedures

Cashier

The Home Depot
02.2021 - 03.2021
  • Providing customers with fast and accurate service, in addition to a positive customer experience with fair, friendly, and courteous service
  • Verifying credit acceptance by reviewing and recording driver’s license number; and operating credit card authorization systems
  • Actively monitor self-checkout systems, while providing assistance and intervention where required
  • Assessing customers’ requirements for loading assistance, taking into consideration the merchandise being purchased as well as safe delivery to their vehicles
  • Providing customers with information according to their requirements and helping them locate or direct them to their choice of product

Sales Associate

LG Retail Enterprises, Inc
07.2020 - 12.2020
  • Greeting each customer that enters the store with a warm welcome
  • Dealing with complaints efficiently and effectively while suggesting solutions in a positive manner
  • Ensures cash and credit transactions are accounted for at the end of each shift and resolving discrepancies
  • Maintaining knowledge of current sales, sales promotions, payment and exchange policies
  • Responding to telephone inquiries

Sales Associate

PGC-PCI
09.2019 - 03.2020
  • Multi-tasking while being attentive to customers and remaining flexible to the needs of business
  • Handling team management duties independent of supervisory staff
  • Assisting customers with purchases, needs, questions
  • Preparing merchandise to display and make visually appealing on the sales floor for multiple themed stores

Sales Representative

The Extraordinary Agenda
01.2016 - 07.2019
  • Ensures all item prices and quantities are processed accurately
  • Providing quality responses to customer contacts in person and building excellent relationships with them
  • Maintaining a safe and clean working environment by complying with procedures, rules, regulations
  • Communicate promptly any information to customers about their orders

Discussion Analysis Leader/ Psychology 101 Supplemental Instructor

San Diego State University
08.2016 - 12.2018
  • Tailoring instruction to meet individual student needs and learning styles
  • Monitoring progress of students
  • Leading educational games and group activities
  • Engaging students in learning activities and positive behaviors to optimize understanding of lessons
  • Helping foster an environment conductive to student success

Education

Bachelor of Science - Psychology

Eastlake High School
San Diego, CA
08.2016

High School Diploma -

Eastlake High School
San Diego, CA
05.2016

Skills

  • Leadership
  • Completes tasks with consistent accuracy in a timely manner with attention to detail
  • Punctual and willingness to take on challenges and difficult tasks
  • Exceptional communication
  • Patience
  • Problem-solving
  • Proficient in Microsoft Office
  • Proficient in computer literacy
  • 102 wpm typing speed
  • Utilizing Zendesk and Agent Connect as a CRM
  • Teamwork and Collaboration
  • Technical Troubleshooting

Affiliations

  • Excellence in Customer Service Award, San Diego Internatioal Airport (Nov 2019)
  • Dean's List, San Diego State University (Dec 2016)
  • Principal's Honor Roll, Eastlake High School (May 2016)
  • President, Eastlake High School Disney Club (Aug 2015-May 2016)

Timeline

Social Media Case Manager

Concentrix
01.2023 - Current

Tier 2 Technical Support Specialist

VXI Global Solutions
03.2022 - 09.2022

Customer Service Representative

Symphony Pharmacy
11.2021 - 02.2022

Sales Associate/Cashier

ZARA
09.2021 - 11.2021

Ambassador

Activus Connect
05.2021 - 07.2021

Cashier

The Home Depot
02.2021 - 03.2021

Sales Associate

LG Retail Enterprises, Inc
07.2020 - 12.2020

Sales Associate

PGC-PCI
09.2019 - 03.2020

Discussion Analysis Leader/ Psychology 101 Supplemental Instructor

San Diego State University
08.2016 - 12.2018

Sales Representative

The Extraordinary Agenda
01.2016 - 07.2019

Bachelor of Science - Psychology

Eastlake High School

High School Diploma -

Eastlake High School

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Erika Joy Reyes