Erica Woods
Grandview
Summary
Dynamic customer service professional with extensive experience at Hyatt, recognized for enhancing customer loyalty through exceptional service and effective problem-solving. Proficient in data analysis and active listening, consistently exceeding performance goals while maintaining superior organization and communication skills. Committed to delivering high-quality support and fostering positive customer relationships.
Overview
8
8
years of professional experience
Work History
Customer Service
Hyatt
01.2022 - 11.2023
- Provided excellent customer service by quickly resolving issues and responding to inquiries.
- Provided excellent customer service to ensure satisfaction.
- Developed and implemented customer service policies and procedures to ensure consistent, high quality customer service.
- Increased customer loyalty by providing outstanding service in response to questions, complaints, and all issues.
- Generated reports on customer service activities.
Customer Representative
Convey Health Solutions
Lenexa
03.2021 - 01.2022
- Listened to the questions and concerns of customers in order to provide answers or responses.
- Met and exceeded performance goals by approaching all interactions with an organized and relationship-driven approach.
- Assisted customers by answering a wide range of questions about available merchandise, current prices, and upcoming company changes.
- Provided excellent customer service by quickly resolving issues and responding to inquiries.
Customer Representative
Galls
Lenexa
06.2020 - 03.2021
- Provided excellent customer service by quickly resolving issues and responding to inquiries.
- Reviewed and updated customer account profiles in [Software].
- Increased customer loyalty by providing outstanding service in response to questions, complaints, and all issues.
Collections Agent
UMB Bank
Lees Summit
12.2019 - 06.2020
- Devised highly successful digital marketing strategies for a variety of platforms in order to increase customer engagement.
- Followed fair debt practices and regulatory guidelines when it came to managing the collections process.
- Contacted customers as soon as issues arose to immediately find resolution before problems escalated.
- Worked with account holders to come up with repayment plans and reduce collections receivables.
- Negotiated rates, set up contracts, and hammered out service terms.
- Kept accurate records and reported on collection activity and the status of accounts receivable.
- Was responsible for processing payments and refunds on a timely and efficient basis.
- Contacted customers and explained debt management to encourage timely debt payments.
- Collected funds from delinquent customers and minimized losses in order to save money.
- Handled a high volume of inbound calls related to delinquent account reconciliation.
Card Services Representative
US Bank Service Center
Overland Park
09.2018 - 12.2019
- Provided excellent customer service by responding to requests, assisting with product selection, and handling ordering functions.
- Customers were educated on billing, payment processing, and customer service policies and procedures.
- Entered customer interaction details into [Software] to track requests, document problems, and record solutions offered.
- Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
- Increased productivity by anticipating needs and providing excellent support.
- Provided exceptional customer service to every customer by leveraging extensive product and service knowledge and creating warm, welcoming environments.
Collections Specialist
Convergys
Olathe
03.2016 - 09.2018
- Process bill payments.
- Answer client's inquiries regarding new and existing accounts.
- Assist the clients in resolving account issues.
- Consult with clients to evaluate needs and determine best options.
- Provide excellent policy driven client service.
- Properly direct inbound calls in phone queues.
- Met or exceeded performance goals on a consistent basis.
- Discussed delinquent clients' options in terms of proposed solutions or foreclosure with them.
- Followed up with customers to gather information and double-check information.
- Researched topics and completed due diligence to resolve issues in a timely manner.
- Negotiated a full payment of the balance.
- Assisted clients in developing repayment strategies for a variety of loan types, including commercial, home equity, mixed-use, and multi-family.
Education
High School Diploma -
Shawnee Mission South High School
Overland Park, KS01.2009
Skills
- Invoice processing
- Credit card processing
- Cheerful and energetic
- Excellent multi-tasker
- Professional telephone demeanor
- Superior organization skills
- Savvy negotiator
- Dependable and reliable
- Data collection
- Data entry
- Active listening
- Quality assurance
- Customer engagement
- Account management
- Data analysis
- Creative problem solving
- Strong communication skills
- Critical thinking
- Microsoft Word
- Microsoft Excel
- Medical scheduling
- Time management
- Customer service experience
Timeline
Customer Service
Hyatt
01.2022 - 11.2023
Customer Representative
Convey Health Solutions
03.2021 - 01.2022
Customer Representative
Galls
06.2020 - 03.2021
Collections Agent
UMB Bank
12.2019 - 06.2020
Card Services Representative
US Bank Service Center
09.2018 - 12.2019
Collections Specialist
Convergys
03.2016 - 09.2018
High School Diploma -
Shawnee Mission South High School
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