Ericka Nickson
Ruston
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Care Coordinator
Carenet Healthcare
09.2024 - 11.2025
- Coordinated patient care efforts, ensuring timely communication between healthcare providers and patients.
- Managed scheduling and appointment logistics, optimizing workflow for increased efficiency.
- Developed and maintained patient records using electronic health record (EHR) systems to ensure data accuracy.
- Implemented process improvements that enhanced response times to patient inquiries and concerns.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Logged call information and solutions provided into internal database.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
CSR
MOHELA
10.2021 - 09.2024
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
Work From Home Agent
Teleperformance
08.2018 - 09.2021
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Maintained a high level of confidentiality, protecting sensitive customer information while adhering to all data security protocols.
Recptionist
Green Clinic
11.2013 - 08.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
Education
Bachelor of Science -
Grambling State University
Grambling, LA12-2022
High School Diploma -
Ruston High School
Ruston, LASkills
- Typing Speed
- Phone Etiquette
- CRM Knowledge
- File Maintenance
- Customer Service
- Computer Skills
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Remote Office Availability
- Professional telephone demeanor
- Document and Records Management
- Data Entry
Timeline
Care Coordinator
Carenet Healthcare
09.2024 - 11.2025
CSR
MOHELA
10.2021 - 09.2024
Work From Home Agent
Teleperformance
08.2018 - 09.2021
Recptionist
Green Clinic
11.2013 - 08.2018
Bachelor of Science -
Grambling State University
High School Diploma -
Ruston High School