Erica Robinson

Stonecrest

Summary

Results-driven professional with proven expertise in customer relationship management and call center operations. Achieved high customer satisfaction levels through effective problem-solving and quality assurance practices. Dynamic training manager with a strong background in developing and implementing customer service training programs. Skilled in evaluating performance metrics and fostering a culture of continuous improvement to enhance service quality and customer satisfaction. Detail-oriented professional with extensive experience in call center operations and quality assurance. Known for implementing effective customer satisfaction strategies and training programs that drive service excellence and operational efficiency.

Overview

years of professional experience

Work History

Customer Service Representative

Liveops

Lithonia

04.2020 - Current

Managing inbound and outbound calls, ensuring prompt customer support.
Addressing inquiries and resolved issues with professionalism and courtesy.
Achieving high levels of customer satisfaction through timely service and adherence to company policies.

Training Manager

Global Connections®

Norcross

12.2012 - 02.2019

Developed and implemented training programs for call center staff.
Conducted ongoing training sessions to enhance customer service and sales techniques.
Evaluated trainees' effectiveness through assessments and performance metrics.
Served as coach and mentor, ensuring consistent service quality across all employees.

Education

GED -

Georgia Piedmont Technical College

Clarkston, GA

04-2023

Skills

Customer relationship management
Call center operations
Customer support software
Training program development
Quality assurance practices
Performance metrics evaluation
Customer satisfaction strategies
Warehousing functions
Problem solving
Critical thinking
Paperwork processing
Adaptability to change

Effective communication
Adaptability and flexibility
Complaint handling
Reading comprehension
Tracking complaints
Multi-line phone talent
Call center procedures
Microsoft office expertise
Multitasking and organization
Strong teamwork
Administrative support

References

References available upon request.

Timeline