ERICA HAMPTON
Jackson
Summary
Detail-oriented and bilingual (English/French) outbound call center representative with proven experience in delivering exceptional customer service, and driving sales in a remote environment. Skilled in handling high-volume calls, assessing client needs, and providing tailored solutions to enhance customer satisfaction. Adept at managing CRM systems, meeting performance targets, and collaborating effectively with teams. Known for strong communication, active listening, and problem-solving abilities, with a focus on achieving results in a fast-paced, client-focused role. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Apex Systems
Glenallen
10.2024 - 05.2025
- Empowered patients and families to negotiate with resource providers and make decisions on own behalf.
- Maintained accurate records and documented client data in company databases.
- Promoted community resources through printed marketing material, email newsletters and social media campaigns.
- Developed positive relationships with customers through friendly interactions.
- Provided accurate information about products and services to customers.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Representative
Teleperformance
Salt Lake City
06.2019 - 09.2024
- Delivered exceptional customer service by handling inbound and outbound interactions, resolving issues, and providing product support to ensure high client satisfaction.
- Processed billing payments accurately and efficiently for over a year, managing customer accounts and maintaining transaction records with a 95% error-free rate.
- Exceeded sales targets by promoting and selling devices, contributing to a 15% increase in monthly revenue through strategic upselling and cross-selling techniques.
- Advised customers on retention strategies, reducing churn rates by 20% by addressing concerns and offering tailored solutions to enhance loyalty.
- Collaborated with cross-functional teams to ensure seamless customer experiences, resolving complex issues with empathy and professionalism.
Technical Support
Teleperformance
Salt Lake City
06.2019 - 09.2024
- Delivered expert technical support by guiding customers through detailed troubleshooting steps, resolving complex technical issues with a 90% first-call resolution rate.
- Analyzed and interpreted data trends for location-based technical issues, identifying root causes and recommending solutions that improved service reliability over a 2.5-year period.
- Provided real-time technical assistance, addressing customer concerns quickly and effectively, enhancing overall user experience and satisfaction.
- Collaborated with cross-functional teams to escalate and resolve persistent technical issues, ensuring swift and accurate problem resolution.
- Maintained detailed records of technical issues and resolutions, contributing to process improvements and the development of efficient troubleshooting protocols.
Migration Expert
Teleperformance
Salt Lake City
06.2019 - 09.2024
- Led the seamless migration of customer accounts to new carriers, handling data extraction and transfer for up to 12 months with a 98% accuracy rate.
- Collaborated with customers to implement migration processes, ensuring a smooth transition and minimizing service disruptions during account transfers.
- Provided expert consultation on migration costs, delivering transparent and accurate pricing information to clients, resulting in a 15% increase in customer satisfaction.
- Analyzed customer account data to ensure compliance with carrier requirements, reducing migration errors by 20% and improving efficiency.
- Streamlined migration workflows by coordinating with technical teams, reducing average migration time by 25% and enhancing customer onboarding experiences.
Tax Specialist
Teleperformance
Salt Lake City
06.2019 - 09.2024
- Assisted clients in making accurate tax payments, ensuring compliance with federal and state regulations, and resolving payment issues over a 6-month period.
- Provided expert guidance on various tax forms, helping customers understand and complete required documentation, leading to a 95% accuracy rate in filings.
- Consulted with clients on tax-related inquiries, offering personalized advice that improved client understanding and satisfaction with the tax process.
- Streamlined the tax payment process by identifying common client challenges and offering clear solutions, reducing processing times by 15%.
- Maintained up-to-date knowledge of tax laws and regulations, ensuring clients received accurate information and preventing filing errors.
Education
High School Diploma - Certified Nursing Assistant (CNA)
Mississippi Jobs Corps Center
Crystal Springs, MS08.2016
Skills
- Bilingual communication
- Outbound call handling
- Active listening
- Cold calling
- Client needs assessment
- Problem-solving
- Conflict resolution
- Sales and upselling techniques
- Time management
- Data entry accuracy
- Call script adherence
- Multitasking
- Product knowledge expertise
- Team Collaboration
- Performance-driven mindset
- Customer relationship management
- Customer service
- Community outreach
- Relationship building
- Disaster recovery
- Disaster response
Certification
Certified Nursing Assistant (CNA)
Languages
English
Professional
References
References available upon request.
Timeline
Customer Service Representative
Apex Systems
10.2024 - 05.2025
Customer Representative
Teleperformance
06.2019 - 09.2024
Technical Support
Teleperformance
06.2019 - 09.2024
Migration Expert
Teleperformance
06.2019 - 09.2024
Tax Specialist
Teleperformance
06.2019 - 09.2024
High School Diploma - Certified Nursing Assistant (CNA)
Mississippi Jobs Corps Center
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