Erica Polk
West Monroe
Summary
Dynamic Customer Service Representative with a proven track record at Nela Utilities, excelling in problem resolution and customer relations. Leveraged critical thinking to enhance customer satisfaction, achieving a notable increase in retention rates. Skilled in documentation and active listening, I effectively trained new staff to uphold service excellence.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Nela Utilities
West Monroe
12.2020 - 03.2026
- Facilitated customer inquiries by providing timely and accurate responses.
- Resolved service issues by diagnosing problems and providing effective solutions.
- Maintained detailed records of customer interactions in CRM system.
- Took all payments from Sterlington Town hall, put them into computer system.
- Collaborated with team members to improve service delivery processes.
- Trained new staff on customer service protocols and tools.
- Monitored customer feedback to identify areas for improvement in services.
- Implemented strategies to enhance customer satisfaction and retention rates.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Key holder to drop box, where all forms of payments get dropped.
Childcare Provider
Kids Care
West Monroe, LA
12.2014 - 11.2019
- Supervised daily activities for children, ensuring safety and engagement.
- Developed and implemented age-appropriate learning activities to promote cognitive growth.
- Trained new staff on childcare policies, procedures, and best practices to ensure consistency in care.
- Developed strong relationships with families, providing regular updates on child progress and establishing trust.
- Evaluated children's progress regularly, providing feedback to parents on developmental milestones and needs.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Maintained clean facilities by following sanitation protocols, ensuring a healthy environment for all children.
- Supported emotional well-being by addressing individual needs and providing a nurturing environment for growth.
- Administered first aid when needed, adhering to established protocols to ensure child safety and wellbeing.
Sandwich Artist
Subway
Calhoun
04.2012 - 05.2013
- Crafted sandwiches according to customer specifications and dietary preferences.
- Maintained cleanliness and organization of workstations, ensuring food safety compliance.
- Assisted in inventory management, tracking stock levels and ordering supplies as needed.
- Trained new employees on sandwich preparation techniques and customer service standards.
- Greeted guests, promoted specials, and took orders.
Education
High School Diploma -
West Ouachita High School
West Monroe Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Call center operations
- Professional telephone demeanor
- Paperwork processing
- Documentation
Timeline
Customer Service Representative
Nela Utilities
12.2020 - 03.2026
Childcare Provider
Kids Care
12.2014 - 11.2019
Sandwich Artist
Subway
04.2012 - 05.2013
High School Diploma -
West Ouachita High School