Erica Browne
Windsor
Summary
Motivated customer relations team member focused on delivering top-notch service to every person. Remain level-headed and analytical when approaching each issue. Document problems thoroughly and pursue complete resolutions for every concern. Reliable and punctual customer service agent successfully handles fast-paced work. Proven willingness to take on any task to support team and help business succeed. Offers strong speaking and soft skills
Experienced with office administration, including managing daily operations and ensuring smooth workflows. Utilizes organizational and leadership skills to maintain efficiency and support team productivity. Knowledge of office software, scheduling, and resource allocation to drive operational success.
Overview
30
30
years of professional experience
Work History
Office Manager
Dc Automotive Tooling
08.2024 - Current
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
Work from Home Customer Service Escalation Manager
HGSC CANADA
02.2016 - 01.2025
- Protected customer and company information with strict use of established security procedures.
- Completed inquiries and followed up with customers to share findings and offer solutions.
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions.
- Investigated and resolved customer concerns related to order inquiries and delivery tracking.
- Implemented solutions for service issues and recorded customer interactions in ICM software.
- Answered numerous inbound calls each day to handle various concerns, set appointments, and close sales.
Customer Service Representative
SUTHERLAND GLOBAL SERVICES
01.2008 - 06.2013
- Handled customers' advanced needs with properly escalated calls and scheduled service appointments.
- Answered inbound calls each day to handle various concerns, set appointments, and close sales.
- Avoided revenue losses with diligent attention to customers' needs and complaints.
Cashier
7-11
11.1995 - 09.2001
- Maintained clean, organized, and well-stocked checkout areas with regular attention to displays.
- Balanced cash drawer at beginning and end of each shift, investigating and resolving any discrepancies.
- Fixed checkout merchandise displays with continuous resets during down periods.
- Rang up customer items quickly and accurately using POS system.
- Covered multiple store areas by cross-training in different roles.
Postal Clerk
7-11
11.1995 - 09.2001
- Bundled and labeled sorted mail for transportation to designated locations.
- Completed accurate work tasks by carefully reviewing every order.
- Enhanced customer satisfaction with fast, knowledgeable service.
- Worked effectively with diverse team to accomplish daily objectives and meet long-term goals.
- Served customers by going above-and-beyond to offer exceptional support for all needs.
Education
HERMAN SECONDARY SCHOOL
Windsor, ONT06.1991
CULINARY ARTS
ST CLAIR COLLEGE
Windsor, ONT06.1994
Skills
- Information security
- Documentation
- Complaint resolution
- Warranty service
- Account updates
- Complaint investigation
- Call management
- Inbound call management
- Data entry
- Clear oral/written communication
- Billing
- Customer relations
Timeline
Office Manager
Dc Automotive Tooling
08.2024 - Current
Work from Home Customer Service Escalation Manager
HGSC CANADA
02.2016 - 01.2025
Customer Service Representative
SUTHERLAND GLOBAL SERVICES
01.2008 - 06.2013
Cashier
7-11
11.1995 - 09.2001
Postal Clerk
7-11
11.1995 - 09.2001
CULINARY ARTS
ST CLAIR COLLEGE
HERMAN SECONDARY SCHOOL
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