Summary
Overview
Work History
Education
Skills
Timeline
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Erica Singletary

Atlanta,GA

Summary

Seasoned customer centric employee with many successful years of experience in forward facing roles. Specialized in supporting the public by leveraging expert communication and problem solving skills.

Overview

7
7
years of professional experience

Work History

Sr. Relish Support Associate

ezCater
Atlanta, Georgia
08.2021 - Current
  • Train and support junior team members in quickly resolving service conflicts with our newest corporate employee meal solution, Relish.
  • Lead weekly Relish on-site support teams across multiple time zones.
  • De-escalate challenging interactions by providing supervisor callbacks when requested by high level clients.
  • Liaise with Account Management teams regarding client interactions to predict or correct any systemic issues with their accounts.
  • Provide Account Management team with administrative support such as email or telephone correspondence.

Customer Service Associate

ezCater
Boston, MA
01.2019 - 04.2020
  • Answered a high volume of incoming calls and resolved customer inquiries, questions and concerns.
  • Documented customer correspondence in customer relationship management software to track requests, problems and solutions.
  • Assisted customers with cuisine selection, inquiries and order customization requests for a variety of corporate and personal events.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

Family Support Coordinator

Suffolk County Family Resource Center
Boston, MA
01.2016 - 12.2018
  • Identified appropriate community resources and provided referrals for services.
  • Worked with care team to assess client needs and discuss collaborative treatment efforts.
  • Maintained confidentiality through stringent handling of charts and data.
  • Worked with community resources to engage youth in pro-social activities and help families access services.
  • Responded to crisis situations when severe mental health and behavioral issues arose on site.

Education

Bachelor of Arts - Sociology

University of Massachusetts - Boston
Boston, MA

Skills

  • Adult AED, First Aid and CPR
  • Conflict resolution
  • Team building
  • Training and coaching
  • Crisis management
  • Team management

Timeline

Sr. Relish Support Associate

ezCater
08.2021 - Current

Customer Service Associate

ezCater
01.2019 - 04.2020

Family Support Coordinator

Suffolk County Family Resource Center
01.2016 - 12.2018

Bachelor of Arts - Sociology

University of Massachusetts - Boston

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Erica Singletary