Erica Asoro

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• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Contributed to sales growth by upselling products and services based on individual customer requirements.

• Boosted customer retention by promptly handling complaints and providing appropriate solutions.
• Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
• Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
• Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
• Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
• Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
• Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.

• Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
• Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
• Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Met all call quality standards and daily quotas for first-call resolution.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.

• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
• Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
• Responded to customer requests for products, services and company information
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
• Educated customers on promotions to enhance sales
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Communicated with vendors regarding back order availability, future inventory and special orders

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Boosted customer service satisfaction ratings through consistent quality control.
• Educated customers on company systems, form completion, and access to services.
• Performed various clerical duties by filing and faxing documents and creating customer databases.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Maintained up-to-date knowledge of product and service changes.
• Promptly responded to inquiries and requests from prospective customers.