Erin Lacey Cates
West Valley City,UT
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Alorica
Miami, FL
05.2025 - Current
- Work hands on with Customers
- Processed customer orders efficiently
- Customer solution to problems
- Collaborated with team members to enhance customer support efforts.
- Documented customer interactions and feedback for future reference.
- Assisted customers with inquiries and resolved issues effectively.
- Processed orders and managed customer accounts using company systems.
- Provided product information and guided customers through service options.
- Handled escalated issues and coordinated with supervisors for resolution.
- Maintained a positive attitude while managing high call volumes daily.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Customer Service Representative
Alorica
Magna, Utah
05.2020 - 05.2025
- Assisted customers with inquiries and resolved issues effectively.
- Processed orders and managed customer accounts using company systems.
- Provided product information and guided customers through service options.
- Assisted customers with credit card inquiries and account management.
- Processed applications for new credit cards and account changes.
- Explained credit card features and benefits to potential clients.
- Resolved customer complaints regarding billing and transactions effectively.
- Collaborated with team members to enhance customer service techniques.
- Maintained accurate records of customer interactions in CRM systems.
- Conducted training sessions for new hires on company policies and procedures.
- Monitored account activity to identify potential fraud or unauthorized charges.
- Assisted customers with applying for new credit cards, making payments, and updating personal information.
- Verified accuracy of customer account information including address changes and contact information.
- Created detailed summaries of conversations held with customers during phone calls or online chats.
- Maintained records of customer accounts in a secure database system.
- Explained the features, benefits, rewards programs, and other incentives associated with each type of credit card offered by the company.
- Collaborated with team members to enhance customer support efforts.
- Documented customer interactions and feedback for future reference.
- Handled escalated issues and coordinated with supervisors for resolution.
- Maintained a positive attitude while managing high call volumes daily.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- 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.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
Hairstylist
Fantastic Sams Cut & Color
West Valley City, Utah
05.2018 - 03.2020
- Provided personalized haircut and styling services for diverse clientele.
- Consulted with clients to determine hair care needs and preferences.
- Provided product information and guided customers through service options.
- Assisted customers with inquiries and resolved issues effectively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Collaborated with team members to enhance customer support efforts.
- Handled escalated issues and coordinated with supervisors for resolution.
- Maintained cleanliness and organization of workstations and tools.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Salt Lake Community College
Salt Lake City, UTSkills
- Customer service
- Call handling
- Order processing
- Customer relationship management
- Customer consultation
- Product knowledge
- Product recommendations
- Selling and upselling
- Sales techniques
- Conflict resolution
- Team collaboration
- Effective communication
- Active listening
- Attention to detail
- Time management
- Problem solving
- Industry trends
- Trend awareness
- Relationship building
- Friendly communication
- Friendly communication
Timeline
Customer Service Representative
Alorica
05.2025 - Current
Customer Service Representative
Alorica
05.2020 - 05.2025
Hairstylist
Fantastic Sams Cut & Color
05.2018 - 03.2020
Salt Lake Community College