Erykah Sturdivant
Winter Haven,FL
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients.
Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Member Experience Associate
NationsBenefits
10.2023 - Current
- Enhanced member satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined processes for increased efficiency in handling member requests and inquiries.
- Collaborated with team members to achieve shared goals and improve overall member experience.
- Identified opportunities for improvement, implementing changes to enhance the member journey.
- Overview member extra benefits provided through their insurance company.
- Average 25-65 calls a day.
Customer Service Representative
Advance Auto Parts Headquarters
07.2022 - 10.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Retention Specialist
Spectrum
07.2021 - 07.2022
- I worked for spectrum in the retention department, My job is to help customers find solutions in regards of saving money and continue to keep the services they have
- I average about 20-25 calls a day giving customers service and resolutions to customers to keep the services.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
- Managed a portfolio of high-value clients, ensuring consistent engagement and positive experiences.
Housekeeper
The Cleaning Authority
07.2021 - 07.2022
- I was in charge of about 5-6 houses a day with my work partner
- We would go to our customer home and clean what they requested us to clean such as the kitchen, living room, bedrooms or bathrooms etc
- Somethings were on rotation for our regular customers which meant everything we went to that customer home per the customer's request we would clean the kitchen, bathroom or whatever they suggested for us to clean every time we came to clean the home
- At the end of the day we came back to the office returned our product refilled our products for the next day and washed all the towels we used for that day than repeat the next day.
Customer Experience Professional
LOWE'S CUSTOMER CONTACT CENTER
10.2020 - 07.2021
- I receive phone calls throughout the day and answer any questions about Lowe's or assist customers on placing an order with Lowe's
- Customer care service can run from anything a customer needs or wants and I assist them in the best way I can on policy questions or questions about orders a customer placed I do any and everything for them or direct them to where they need to go
- Analyzed feedback from customers to identify trends and make informed recommendations for process improvements.
- Delivered exceptional service by utilizing product knowledge and problem-solving skills during customer interactions.
- Conducted regular follow-ups with customers to confirm satisfaction with resolution outcomes and address any remaining concerns.
Warehouse Associate
Lowes distribution Center
07.2020 - 07.2021
- I was in charge of unloading and loading trucks with products for lowes, I also worked with a scan gun and was assigned to a truck to unload and stack the items on pallets scan the tickets for the pallet and use a jack to take them to the area they were supposed to be in
- I also worked on the assembly line where we would put the items on the belt and place the stickers on them so they could be scanned on the belt and go to the correct area.
Sales Associate
Mattress Warehouse
02.2019 - 10.2020
- I was in charge of greeting customers when they come into the store looking for a Mattress
- I assist them by asking them what size and what brand they're looking for than if they do not know we use bed match to best match them with the bed that is needed for them
- Than I discuss prices and their budgets that they need and try to get the sale and help them understand what kind of Mattress their getting.
Agent/Customer Service
Converges
02.2018 - 02.2019
- I would mainly handle phone calls to assist people on their accounts, I would assist with paying a bill or help them or if they wanted an upgrade I would check and see if they could get one, also assisted customer with adding another line to their service and let them know about any additional offers they had available on their account.
- Negotiated favorable contract terms for clients, securing competitive rates and coverage options.
- Cultivated strong relationships with industry professionals, leveraging connections to generate referrals and new business opportunities.
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
Housekeeper
Novant Health
10.2017 - 10.2018
- I was in charge of cleaning the rooms at the hospital from head to toe.! I had to disinfect the rooms and get them prep for the next patient to come in
- I would also clean the doctors offices and lobby's to disinfect and protect our next patients or visitors coming into the hospital.
Education
High school diploma -
North Rowan High School
Spencer, NC06.2016
Skills
- Call Center
- Customer Support
- Communications (8 years)
- Hospital Experience
- Community Engagement
- Patience and composure
- CRM software expertise
- Member retention strategies
- Effective Decision Making
- Service Upselling
- Product Sales
- Issue Resolution
Assessments
- Sales: Influence & Negotiation, Familiar, 12/01/19, Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.
- Customer Focus & Orientation, Proficient, 02/01/20, Responding to customer situations with sensitivity
- Work Style: Conscientiousness, Expert, 05/01/19, Measures a candidate's tendency to be rule-abiding, well-organized, hard-working, confident, and think before acting.
- Scheduling, Completed, 06/01/19, Cross-referencing agendas and itineraries to avoid scheduling conflicts.
- Work Style: Reliability, Proficient, 09/01/20, Tendency to be dependable and come to work
Personal Information
Willing To Relocate: Anywhere
Timeline
Member Experience Associate
NationsBenefits
10.2023 - Current
Customer Service Representative
Advance Auto Parts Headquarters
07.2022 - 10.2023
Retention Specialist
Spectrum
07.2021 - 07.2022
Housekeeper
The Cleaning Authority
07.2021 - 07.2022
Customer Experience Professional
LOWE'S CUSTOMER CONTACT CENTER
10.2020 - 07.2021
Warehouse Associate
Lowes distribution Center
07.2020 - 07.2021
Sales Associate
Mattress Warehouse
02.2019 - 10.2020
Agent/Customer Service
Converges
02.2018 - 02.2019
Housekeeper
Novant Health
10.2017 - 10.2018
High school diploma -
North Rowan High School
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