Ericka Conley
Memphis
Summary
Dynamic customer service professional with a proven track record at Coca Cola Bottling Co Consolidated, excelling in problem resolution and critical thinking. Enhanced customer satisfaction through effective communication and training initiatives, while fostering team collaboration. Recognized for developing strategies that improved service delivery and strengthened client relationships.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
BOSH Global Services
04.2022 - Current
- Facilitated seamless follow-up by maintaining precise records of customer interactions in CRM system.
- Managed high-volume calls while maintaining a positive attitude and professional demeanor.
- Assisted in training new team members on company policies and customer service protocols.
- Resolved customer inquiries and issues through effective communication and problem-solving skills.
Customer Service Representative
Walgreens
09.2019 - 04.2022
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction rates.
- Identified process inefficiencies and recommended solutions to streamline operations within the department.
- Provided feedback to management on recurring issues to drive product improvement initiatives.
- Developed training materials for new hires, fostering a collaborative learning environment within the team.
Sales Manager
Coca Cola Bottling Co Consolidated De
01.2015 - 09.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed and implemented sales strategies to enhance market penetration.
- Trained and mentored sales team on product knowledge and customer engagement techniques.
- Analyzed sales data to identify trends and adjust tactics for improved performance.
- Collaborated with marketing teams to align promotional activities with sales objectives.
- Established strong relationships with key clients, enhancing customer loyalty and retention.
Education
High School Diploma -
Arkansas High School
West Memphis, ARAssociate of Applied Science -
Arkansas State University
Jonesboro, ARSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
Timeline
Customer Service Representative
BOSH Global Services
04.2022 - Current
Customer Service Representative
Walgreens
09.2019 - 04.2022
Sales Manager
Coca Cola Bottling Co Consolidated De
01.2015 - 09.2019
High School Diploma -
Arkansas High School
Associate of Applied Science -
Arkansas State University