Summary
Overview
Work History
Education
Skills
Websites
Software
Assessments
Timeline
Generic

Erin Albright

Lancaster

Summary

Dedicated and service-focused Customer Service Representative with a strong commitment to maximizing satisfaction and retention. Demonstrates exceptional research and problem-solving abilities, meticulous attention to detail, and expertise in enhancing medication fulfillment processes, resolving complex cases, managing customer relations, and delivering detailed product knowledge. Skilled professional with excellent experience in the clerical industry, maintaining a professional appearance and demeanor while expertly completing assigned tasks with a focus on quality. Dependable and quick-learning team player with effective communication and organization skills.

Overview

14
14
years of professional experience

Work History

Customer Service Advocate

TTEC
10.2022 - 05.2025
  • Member Support: Responded to calls from HCSC members regarding medical and pharmacy-related health insurance benefits.
  • Medication Fulfillment Assistance: Assisted members with complications in medication fulfillment, including prior authorization and approvals.
  • Case Management: Facilitated requests by contacting providers, following up with members, and documenting call details.
  • Issue Resolution: Handled unresolved cases, communicating with pharmacies or members to gather necessary information for resolution.
  • Team Collaboration: Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
  • Customer Service: Helped a large volume of customers, approximately 50 incoming calls daily with a positive attitude and focus on customer satisfaction.
  • Performance Excellence: Consistently exceeded expectations in key metrics such as first-call resolution rate during regular performance evaluations.
  • CRM Utilization: Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents.
  • Superior Experience: Promoted a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Certified Sales Consultant

Scentsy
08.2021 - 01.2025
  • Established in direct sales: Performed various duties to increase sales volume and recruit new consultants.
  • Awards and Recognition: Received the Shooting Star Award within the first month and advanced to Certified Consultant within three months.
  • Continuing Education: Attended courses and workshops to enhance knowledge of the insurance industry.
  • Sales Strategies: Promoted products and services using upselling and other strategies, recorded accurate records, developed customer relationships, and increased overall sales by 15%.
  • Customer Engagement: Met with existing customers to review services and explore new opportunities.
  • Customer Support: Provided knowledgeable and friendly support at every stage of shopping and purchasing, helped with selecting merchandise, finding accessories, and completing purchases.

Sales Associate

Bavarian Pretzel
05.2017 - 05.2019
  • Prepared merchandise for the sales floor by pricing and tagging.
  • Managed the store during opening and closing, handled money, counted registers, made deposit drops, and kept a weekly log of sales, achieving a 10% increase in sales.
  • Ensured the store was clean and ready for the next shift.
  • Built rapport and loyalty with customers, increasing sales by advising on purchases and promoting additional products.
  • Kept records of sales, returns, and inventory availability.
  • Informed clients about current promotions and products using effective selling tactics.
  • Suggested accessories and complementary items to increase revenue.
  • Remained composed and handled issues professionally in busy, high-stress situations.
  • Trained new hires in company procedures, product knowledge, customer service, and sales techniques.
  • Processed POS transactions accurately, giving back the correct change, currency, payment cards, and receipts to customers.

Assistant Manager

Picture People
10.2014 - 08.2016
  • Client Base Development: Built a loyal and highly satisfied client base through proactive customer service management.
  • Photography Services: Captured, edited, and shared family photos with clients.
  • Administrative Tasks: Verified client appointments and sent district closure figures emails. Supervised day-to-day operations to meet performance, quality and service expectations.
  • Sales Growth: Supervised a 20% rise in sales over the first year.
  • Merchandising & Promotions: Improved techniques to increase customer engagement and sales.
  • Operational Efficiency: Enhanced efficiency to maintain cost-effectiveness while providing quality service.
  • Customer Service: Provided exceptional service, resulting in recurrent business and effectively addressing customer problems.
  • Staff Meetings: Convened weekly staff meetings to discuss strategies and improvements.

Clerical Specialist

Register of Wills Office
06.2013 - 12.2013
  • Processed incoming probate forms and organized them into their respective files.
  • Assisted with the management of Probate Petitions and supported the Marriage department.
  • Created presentations and compiled reports to streamline office functions.
  • Crafted high-quality communications for both internal and external stakeholders.
  • Offered clerical assistance, catering to both standard and unique needs.
  • Executed administrative duties, including filing, photocopying, and mail distribution.
  • Engaged with clients via phone, email, or face-to-face to deliver information.

Office Assistant

Central Penn College
07.2011 - 11.2013
  • Managed data and correspondence to ensure the security of information across the complex landscapes of organizational departments.
  • Procured textbooks for upcoming terms, conducted student audits, organized incoming paperwork, and assisted with class scheduling.
  • Advised students on class selections according to their degree requirements.
  • Offered clerical support, meeting both routine and special needs.
  • Crafted correspondence, including letters, memos, and emails.
  • Greeted office visitors and notified staff of the arrival of scheduled appointments.
  • Implemented a record filing system to enhance document organization and management.
  • Performed clerical duties such as filing, photocopying, and mail distribution.
  • Engaged with approximately 20 active students, inquiring students and professors via phone, email, and in person to provide information.
  • Created common document templates to streamline the document creation process.
  • Maintained office supplies, ensuring organization and stock levels, and ordered materials in a timely manner to prevent shortages.

Education

Bachelor of Science - Criminal Justice Administration

Central Penn College
Harrisburg, PA
06.2014

Skills

  • Clerical (7 years), Data entry, Research, Direct sales
  • Administrative Experience, Presentation Skills, Sales Management, Marketing, Outside Sales, Inside sales
  • Strong attention to detail, and excellent analytical, recruiting, organizational, and communication skills
  • Reliable
  • Strong research, and negotiation skills gained from workplace experience at Central Penn College
  • Results-driven attitude, self-confidence, integrity
  • Communication skills
  • Customer service, Resourcefulness, Multi-Line Phone Systems
  • Organizational Skills, Mentoring abilities
  • Call center experience
  • Problem-solving abilities

Software

  • AS400
  • CRM
  • Microsoft

Assessments

  • Sales skills, Proficient, 08/01/22
  • Customer service, Proficient, 08/01/22
  • Call center customer service, Proficient, 08/01/22
  • Demonstrating customer service skills in a call center setting

Timeline

Customer Service Advocate

TTEC
10.2022 - 05.2025

Certified Sales Consultant

Scentsy
08.2021 - 01.2025

Sales Associate

Bavarian Pretzel
05.2017 - 05.2019

Assistant Manager

Picture People
10.2014 - 08.2016

Clerical Specialist

Register of Wills Office
06.2013 - 12.2013

Office Assistant

Central Penn College
07.2011 - 11.2013

Bachelor of Science - Criminal Justice Administration

Central Penn College

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Erin Albright