Summary
Overview
Work History
Education
Skills
Timeline
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Erica Burton

Springfield

Summary

9 years of quality performance in customer support role. Skilled driving team members to deliver exceptional service and build team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Experienced Front End Team member bringing 9 years of quality performance in customer support role. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Energized Senior Sales Representative dedicated to building client relationships and developing high-end accounts. Promoting an unwavering commitment to customer service and support.


Overview

9
9
years of professional experience

Work History

Customer Service

Walmart
10.2015 - 08.2024
  • Coached employees through day-to-day work and complex problems
  • Managed over 50 customer calls per day.
  • Increased sales by 60%
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team
  • Resolved account issues to build rapport and relationships with clients.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Curbside pickups / Online Pickups
  • Coaching employees to open accounts
  • Kept abreast of new company products and services to effectively answer questions and resolve complaints.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Researched and corrected regular, advanced, and long-standing customer concerns to promote company loyalty.
  • Oversaw customer service team training and development.
  • Achieved individual sales goals and customer service goals.

Education

Bachelor's degree - Sociology

Chicago State University
Chicago, IL
05.2024

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Chicago State University
Chicago, IL
01.2024

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Kennedy-King College
Chicago, IL
01.2015

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University of Dubuque
Dubuque, IA
01.2012

High School Diploma - undefined

Christian Fenger Academy
Chicago, IL
01.2010

Master of Science - Social Worker

Capella University
Minneapolis, MN
06-2027

Skills

  • Team Leadership
  • Training and Development
  • Expertise in Sales
  • Team Building
  • Customer Relations

Timeline

Customer Service

Walmart
10.2015 - 08.2024

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Chicago State University

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Kennedy-King College

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University of Dubuque

High School Diploma - undefined

Christian Fenger Academy

Bachelor's degree - Sociology

Chicago State University

Master of Science - Social Worker

Capella University
Erica Burton