Erika Dance
JACKSON
Summary
Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist (Remote)
Tru Green
08.2021 - Current
- Maintained a customer resolution rate of 95% over my tenure with the company
- Uphold quality control policies and procedures to increase customer satisfaction
- Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service
- Executed on-time and under budget project management to resolve complex issues
- Led team engagement to assist cross-functional departments and achieve goals
CNA - Certified Nursing Assistant
Humboldt Nursing home
12.2007 - 01.2021
- Assist 15+ residents each shift with daily living activities, ensuring they’re on time for all meals and activities
- Provide social and emotional support to improve residents’ morale
- Establish rapport with team members, residents, and families
- Help residents with daily hygiene, including showering; oral and peri care; incontinence care; and minimizing rashes, sores, and soiling
- Support residents with field trips, arts and crafts, music, games, and reading
Warehouse Logistics/ fueler
U.S. Army
05.2009 - 08.2017
- Company Overview: Active duty and reservist
- Managed the stock records and warehouse functions for a maintenance platoon
- Establish and maintain stock records and other documents such as inventory, material control, accounting and supply reports
- Unload, unpack, count, Responsible for supervising and managing the reception, storage, and shipping of bulk fuel and packaged petroleum separate and store incoming supplies and equipment
- Active duty and reservist
Education
Medical Assistant -
West Tennessee Business College
07.2014
Certified Nursing Assistant -
State of Tennessee
12.2007
Early childhood education -
Dyersburg State Community College
05.2007
Skills
- Issue and Complaint Resolution
- Call Documentation
- CRM Software
- 55 wpm Typing Speed
- Customer service
- Microsoft Office
- Microsoft Teams
- Excel Spreadsheet
- Google Suite
- Problem Resolution
- Call Center Environments
- Project Management
- Working efficiently within a remote setting
Timeline
Customer Service Specialist (Remote)
Tru Green
08.2021 - Current
Warehouse Logistics/ fueler
U.S. Army
05.2009 - 08.2017
CNA - Certified Nursing Assistant
Humboldt Nursing home
12.2007 - 01.2021
Certified Nursing Assistant -
State of Tennessee
Early childhood education -
Dyersburg State Community College
Medical Assistant -
West Tennessee Business College
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