Job Search Status
Open to workDesired start date: Immediately
Open To Work
HEATHER ERICKSON
Investigative Customer Experience Professional.
Ada,OK
Work Preference
Summary
Results-driven Customer Service and Technical Support Specialist with over 8 years of experience in high-volume contact centers. Proven "game-changer" with expert-level skills in troubleshooting hardware, software, and mobile devices (iOS/MacOS). Highly proficient in navigating complex databases, using probing questions to resolve technical issues, and maintaining world-class customer satisfaction. Fully equipped for remote work with a dedicated, distraction-free home office and high-speed internet (10+ Mbps).
Overview
10
10
years of professional experience
2
2
Certification
Work History
Data & Records Researcher
INDEPENDENT RESEARCH PROJECT
01.2024 - Current
- Conduct in-depth investigative research into historical and genealogical records using public and private databases.
- Reconstruct complex timelines and verify data accuracy with a high focus on detail and integrity.
Remote Customer Service Representative
T-MOBILE
09.2020 - Current
- Provide world-class technical support and troubleshooting for smartphones, tablets, and wearables.
- Resolve complex technical issues related to hardware and software via inbound/outbound calls and internet chat.
- Educate customers on product features and plan selections while maintaining a broad knowledge of evolving mobile technology.
- Consistently meet and exceed performance metrics (KPIs) regarding resolution time and customer satisfaction.
- Utilize advanced computer navigation skills to track, document, and retrieve information in real-time databases.
Retail Sales Associate
SHOE SHOW
09.2018 - 08.2020
- Greeted customers and provided friendly, personalized assistance with shoe selection, sizing, and product recommendations.
- Managed inventory and processed transactions in a fast-paced environment requiring constant multi-tasking.
- Developed strong problem-solving skills to ensure high-quality customer experiences.
- Demonstrated product knowledge of brands, styles, and seasonal trends to support customer decision-making.
- Assisted customers with returns, exchanges, and resolving basic concerns to support positive shopping experiences.
Customer Care Consultation Specialist
LEGALSHIELD
06.2016 - 08.2018
- Delivered professional support via phone, email, and chat regarding identity theft alerts and legal service inquiries.
- Investigated and resolved member issues using probing questions to arrive at accurate resolutions.
- Collaborated with internal teams to enhance service delivery and maintain accurate member records.
- Thrived in an environment requiring strict adherence to privacy and documentation standards.
Education
High School Diploma -
Allen High School
Allen, OK05.2016
Skills
Technical Support: Troubleshooting Hardware & Software, iOS/MacOS, Windows PC Knowledge
Customer Experience: Relationship Building, De-escalation, Probing Questions, Empathy
Operations: Database Management, Call Flow Adherence, Multi-tasking, Record Accuracy
Remote Proficiency: Hard-wired High-Speed Internet, Professional Home Office, Tech Explaining
Systems: CRM Software (Salesforce/Zendesk), Microsoft Office Suite, Mobile OS (iOS/Android)
Communication & Interpersonal: Professional Verbal and Written Communication, Active Listening, Conflict Resolution, Problem Solving
Organizational / Self-Management: Time Management, Detail-Oriented, Accuracy in Responses, Self-Motivated
Certification
- Customer Service Skills - 2024
- Data Analytics - 2023
Timeline
Data & Records Researcher
INDEPENDENT RESEARCH PROJECT
01.2024 - Current
Remote Customer Service Representative
T-MOBILE
09.2020 - Current
Retail Sales Associate
SHOE SHOW
09.2018 - 08.2020
Customer Care Consultation Specialist
LEGALSHIELD
06.2016 - 08.2018
High School Diploma -
Allen High School