Erin Wilson
Steubenville,OH
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
9
9
years of professional experience
Work History
Experience Manager
Ulta Beauty Inc.
Washington, PA
10.2021 - Current
- Monitored performance metrics to ensure successful completion of projects.
- Collaborated with team members to identify areas of improvement in the customer experience.
- Conducted user surveys and interviews to evaluate customer satisfaction levels.
- Created training materials and conducted workshops for new employees on best practices for customer service.
- Resolved escalated customer complaints in a timely manner, ensuring satisfactory outcomes.
- Excelled in exceeding daily credit card application goals.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Customer Service Representative
Cigna
Pittsburgh , PA
10.2017 - 10.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Service Manager
Ulta Beauty Inc.
Saint Clairsville, OH
07.2015 - 10.2017
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Monitored service performance metrics to identify areas of improvement.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Trained new employees on the use of customer relationship management software systems.
- Created employee work schedules to keep shifts properly staffed.
- Hired and trained service department staff to drive performance.
Education
License - Cosmetology
Lorain CountyJVS/Adult Career Center
Bloomingdale, OH05-1988
Skills
- Customer experience management
- Customer Service
- Account Management
- Document and Records Management
- Order Processing
- Customer Relations
- Professionalism
- Task Prioritization
- Data Entry
- Calm Under Pressure
- Active Listening
- Employee Coaching
- Typing Skills
Timeline
Experience Manager
Ulta Beauty Inc.
10.2021 - Current
Customer Service Representative
Cigna
10.2017 - 10.2021
Service Manager
Ulta Beauty Inc.
07.2015 - 10.2017
License - Cosmetology
Lorain CountyJVS/Adult Career Center
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