Summary
Overview
Work History
Education
Skills
Assessments
Software
Timeline
CustomerServiceRepresentative
Erin Albright

Erin Albright

Customer Advocate
Lancaster,PA

Summary

Dedicated and service-focused Customer Service Representative with a strong commitment to maximizing satisfaction and retention through proactive attention to individual customer needs. Demonstrates exceptional problem-solving abilities and meticulous attention to detail when handling questions and resolving concerns. Excels in enhancing medication fulfillment processes and resolving complex cases. Skilled in resolving customer issues, managing customer relations, and delivering detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.

Overview

13
13
years of professional experience

Work History

Customer Service Advocate

TTEC-Lancaster, PA
10.2022 - Current
  • I respond to calls from HCSC members who have inquiries about their pharmacy-related health insurance benefits
  • My role is to assist members in understanding any complications with their medication fulfillment, such as the need for prior authorization or other approvals from their healthcare provider
  • I facilitate these requests by contacting the provider, following up with the member, and documenting the details of each call
  • Additionally, I handle unresolved cases that require communication with pharmacies or members to gather the necessary information for proper case resolution.
  • Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
  • Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Certified Sales Consultant

Scentsy-Red Lion, PA
08.2021 - Current
  • I established myself in direct sales, performing various duties to increase sales volume and recruit new consultants
  • I received the Shooting Star Award within the first month of my job and advanced to Certified Consultant within three months of starting
  • I attended continuing education courses and workshops to enhance my knowledge of the insurance industry
  • I promoted products and services using upselling and other sales strategies, recorded accurate and efficient records in the customer database, developed customer relationships, and increased overall sales by 15%
  • I met with existing customers to review current services and explore new sales opportunities
  • I provided knowledgeable and friendly support to customers at every stage of shopping and purchasing, and greeted customers, helping with selecting merchandise, finding accessories, and completing purchases.

Sales Associate

Bavarian Pretzel, Park City Center-Lancaster, PA
05.2017 - 05.2019
  • Prepared merchandise for the sales floor by pricing and tagging
  • Managed the store during opening and closing, handled money, counted registers, made deposit drops, and kept a weekly log of sales, achieving a 10% increase in sales
  • Ensured the store was clean and ready for the next shift
  • Built rapport and loyalty with customers, increasing sales by advising on purchases and promoting additional products
  • Kept records of sales, returns, and inventory availability
  • Informed clients about current promotions and products using effective selling tactics
  • Suggested accessories and complementary items to increase revenue
  • Remained composed and handled issues professionally in busy, high-stress situations
  • Trained new hires in company procedures, product knowledge, customer service, and sales techniques
  • Processed POS transactions accurately, giving back the correct change, currency, payment cards, and receipts to customers.

Assistant Manager

Picture People, Park City Center-Lancaster, PA
10.2014 - 08.2016
  • Cultivated a loyal and highly satisfied customer base through proactive management of our team's customer service strategies
  • This includes taking family photos, editing them, and sharing the final images with clients
  • Additionally, I ensure client appointments are verified and complete the closing numbers email for the district
  • As a manager, I oversaw a 20% increase in sales during the first year
  • I enhanced merchandising and promotional strategies, which elevated customer engagement and sales
  • Operational efficiency was bolstered to stay cost-effective while delivering quality service
  • The introduction of new products or services, amplified marketing efforts, and superior customer service were key to driving sales
  • Exceptional customer service led to repeat business and customer concerns were met with friendly, knowledgeable support
  • Weekly staff meetings were held to inspire team members, address their concerns, strategize improvements, and monitor progress towards goals
  • I also reviewed sales and gross profit reports to gauge the company's efficiency.

Clerical Specialist

Register of Wills Office-Lancaster, PA
06.2013 - 12.2013
  • Processed incoming probate forms and organized them into their respective files
  • Assisted with the management of Probate Petitions and supported the Marriage department
  • Created presentations and compiled reports to streamline office functions
  • Crafted high-quality communications for both internal and external stakeholders
  • Offered clerical assistance, catering to both standard and unique needs
  • Executed administrative duties, including filing, photocopying, and mail distribution
  • Engaged with clients via phone, email, or face-to-face to deliver information.

Office Assistant

Central Penn College-Lancaster, PA
07.2011 - 11.2013
  • Managed data and correspondence to ensure the security of information across the complex landscapes of organizational departments
  • Procured textbooks for upcoming terms, conducted student audits, organized incoming paperwork, and assisted with class scheduling
  • Advised students on class selections according to their degree requirements
  • Offered clerical support, meeting both routine and special needs
  • Crafted correspondence, including letters, memos, and emails
  • Greeted office visitors and notified staff of the arrival of scheduled appointments
  • Implemented a record filing system to enhance document organization and management
  • Performed clerical duties such as filing, photocopying, and mail distribution
  • Engaged with customers via phone, email, or in person to provide information
  • Created common document templates to streamline the document creation process
  • Maintained office supplies, ensuring organization and stock levels, and ordered materials in a timely manner to prevent shortages.

Education

Bachelor of Science in Criminal Justice Administration -

Central Penn College

Skills

Clerical (3 years)

Assessments

  • Sales skills, Proficient, 08/01/22
  • Customer service, Proficient, 08/01/22
  • Call center customer service, Proficient, 08/01/22
  • Demonstrating customer service skills in a call center setting

Software

AS400

CRM

Microsoft

Timeline

Customer Service Advocate

TTEC-Lancaster, PA
10.2022 - Current

Certified Sales Consultant

Scentsy-Red Lion, PA
08.2021 - Current

Sales Associate

Bavarian Pretzel, Park City Center-Lancaster, PA
05.2017 - 05.2019

Assistant Manager

Picture People, Park City Center-Lancaster, PA
10.2014 - 08.2016

Clerical Specialist

Register of Wills Office-Lancaster, PA
06.2013 - 12.2013

Office Assistant

Central Penn College-Lancaster, PA
07.2011 - 11.2013

Bachelor of Science in Criminal Justice Administration -

Central Penn College

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