Erin Gaines
Lexington,KY
Summary
Payment processing Typing speed Complaint handling Time management
Professional with strong background in customer support, ready to excel in delivering exceptional service. Proven track record in resolving issues efficiently while maintaining high level of satisfaction. Skilled in communication, problem-solving, and team collaboration. Known for adaptability and focus on achieving results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Care Agent
Valvoline
Lexington, USA
05.2021 - Current
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty
- Built rapport with clients, resulting in increased customer loyalty and positive feedback
Cashier/Customer Service Representative
Lowe's
Lexington, KY
10.2024 - 10.2025
- Processed customer transactions efficiently using POS systems.
- Maintained accurate cash drawer through meticulous counting and reconciliation.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
Virtual Call Control Agent
Valvoline
Lexington, KY
08.2018 - 06.2021
- Troubleshoot customer issues
- Customer service to internal and external customers
- Screen calls to determine the needs of the customer
- Utilized computer systems for tracking, information gathering and and or troubleshooting.
- Provided customer service to clients through phone and email communication.
- Assisted customers with placing orders, answering questions about products, pricing, availability, product uses and credit terms.
Certified SRNA
The Willows
11.2017 - 08.2019
- Assist in personal care of the residents
- Assist in activities of daily living
- Operate a hover lift for wheelchair bound patient
Education
Some College (No Degree) - Social Work
Kentucky State University
Frankfort, KYSkills
- Active listening
- Call center experience
- Adaptability and flexibility
- Live chat support
- Verbal and written communication
- Customer relationship management
- Problem resolution
- Email communication
- Documentation and reporting
- First call resolution
- Customer relations
- Phone etiquette
- Data entry
- Cultural awareness
- Customer service
- Medical Terminology
Accomplishments
- Documented and resolved customer issues which led to meeting all metrics with 100% customer satisfaction.
Certification
- Certified CNA,
- Mental Health CPR
- BLS CPR
Timeline
Cashier/Customer Service Representative
Lowe's
10.2024 - 10.2025
Customer Care Agent
Valvoline
05.2021 - Current
Virtual Call Control Agent
Valvoline
08.2018 - 06.2021
Certified SRNA
The Willows
11.2017 - 08.2019
Some College (No Degree) - Social Work
Kentucky State University