ERIN LE'AUNDRIA HILL
Desoto,Texas
Summary
Diligent Customer Care Representative equipped to manage high-volume incoming calls and customer inquiries. Remains calm, level-headed and analytical in face of challenging demands. Builds rapport and addresses concerns quickly and effectively to improve customer relations, enhance loyalty and increase sales. Reliable candidate ready to take on challenges using problem-solving and task prioritization skills to help team succeed.
Overview
8
8
years of professional experience
Work History
Customer Care Representative
Home Pro
03.2023 - Current
- Engaged in active listening with customers, confirming and clarifying information to provide comprehensive support
- Managed large volume of daily calls while maintaining high customer satisfaction rate
- Ensured customer data confidentiality by strictly adhering to privacy policies and procedures
- Made tailored product and service recommendations after assessing and identifying customer needs
- Improved customers' experiences with targeted product and service recommendations
- Returned every call or email before end of each day, maintaining both speed and professionalism
- Assisted with resolving order issues, including returns, exchanges, and cancellations
- Collaborated with team members to meet daily performance goals and provide exceptional service
- Verified and logged high volume of daily data, tracking account payments and updating personal information
- Offered solutions to customer complaints in timely and efficient manner
- Met individual and team KPIs set by management
Retention Specialist
Brinks Home Security
05.2022 - 03.2023
- Managed conflicts by generating reports concerning interactions with employees, steps taken to arrive at solutions and reportable outcomes of interventions
- Conducted regular follow-up calls with customers to ensure satisfaction and address concerns
- Provided personalized support to high-value clients, ensuring their needs were met and resolved promptly
- Served as central point of contact for employees, gathering information about complaints or issues and developing solutions
- Utilized CRM software to track customer interactions, monitor account health, and flag potential risk factors
- Participated in cross-functional meetings to discuss overall business strategy and contribute retention expertise
- Developed targeted retention strategies based on customer segment analysis
Childcare Teacher
Childcare Network
03.2019 - 05.2022
- Implemented learning curriculum while creating fun, interactive experiences
- Delivered individual and small group instruction to meet individual needs of each child
- Cultivated welcoming learning environments rooted in exploring new concepts and building developmentally appropriate skills
- Communicated effectively by being friendly and nurturing and building bonds with children
- Established clear expectations for behavior and redirected problematic actions with positive reinforcement or established discipline protocols
- Kept parents informed of child's progress with detailed notes
- Provided basic care for children by feeding, changing diapers and grooming
Retail Sales Associate
Cato Fashion
01.2017 - 02.2019
- Answered customer questions about return and exchange policies
- Created attractive displays to promote sale items
- Developed individual relationships with customers from greeting through post-sale contact
- Utilized POS system to process cash, credit card, and mobile pay transactions
- Organized and faced products on shelves and in displays to comply with merchandising standards
- Offered alternative recommendations when desired products were out of stock or unavailable
Education
High School -
South Garland High School
Garland, Texas06.2020
Skills
- Call logging
- Database Research
- Data Entry
- Customer Service
- Appointment Scheduling
- Email correspondence
- Payment Processing
- Telephone Etiquette
- Time Management
- Documentation And Reporting
- Positive Attitude
- Call Center Experience
- Customer Retention
- Security verification
- Performance Metrics
- Technical Support
- Active Listening
- Problem Solving
- CRM Software
- Attention to Detail
- Refunds processing
- Order Processing
- Calm Under Pressure
- Understanding Customer Needs
- Call Documentation
- Route Planning
- Data entry proficiency
Timeline
Customer Care Representative
Home Pro
03.2023 - Current
Retention Specialist
Brinks Home Security
05.2022 - 03.2023
Childcare Teacher
Childcare Network
03.2019 - 05.2022
Retail Sales Associate
Cato Fashion
01.2017 - 02.2019
High School -
South Garland High School
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