Erica Robinson (She/her)

Customer Service Representatives - Teleperformance

Working for Teleperformance USA, in the Public Service Credit Union (PSCU) department, as a Call Center Customer Service Representative. We act as an extension for the call centers of 120+ credit unions for when there are high call volumes or during after hours for member convenience.

Customer Service Representatives - Teleperformance

Worked for Teleperformance USA, in the Lifeline Home Monitoring department, as a Call Center Customer Service Representative. Duties include: - Explain incident case history, if any - Handle reports of a Missed Fall - Update customer account information - Explain return policies and send FedEx label, if needed - Track an order that has already been placed - Process requests for Direct Debit Form to be mailed - Troubleshooting triage: have the caller press the Reset or Message button to determine what type of equipment issue (if any) is occurring prior to transferring the call to the Equipment Support skill - Auto-learning: going through the process of pairing the button the communicator unit - Order like-for-like replacements for OneSource and GSD subscribers - Order upgrades and downgrades for OneSource subscribers - Troubleshoot home monitoring equipment - Handle requests for an installer after equipment has been shipped

Back Office Representative - Teleperformance

Worked for Teleperformance USA, in the Lifeline Home Monitoring department, as a Back Office Agent, uploading information into the system so the Response Center knew how to respond in an emergency. Duties include: - Update customer account information

Customer Service Representatives - Teleperformance

Worked for Teleperformance USA, in the Blue Shield of California department, mediating between medical insurance brokers and Blue Shield by assisting them with the clients' medical policies. Duties include: - Going over account billing. - Checking the status of new medical applications. - Modifying account information, such as addresses. - Resolving issues as to why the brokers did not receive commissions. - Advising potential medical insurance brokers on how to become appointed with Blue Shield.

Marketing Intern - Akima LLC

At the time, the company, which owns many others, was going through a consolidation; three of their main companies were combined into one while changing from "Qivliq" to "Akima." Duties and responsibilities included: - Assisted in the creation of the company style guide using Adobe Illustrator. - Created the online icons for their multiple company websites using Adobe Illustrator. - Created multiple PowerPoint template designs, to be chosen as the master template, using Adobe Illustrator. - Wrote company summaries to be posted on each businesses' website.

Intern - Deltek

Government contracting department: found partners for government construction contracts; the companies would need a partner to do another portion. Duties included: - Updated Deltek's website with links to federal job openings. - Compiled a list of potential partners for the companies' choosing.

Theater Workstudy - Virginia Wesleyan University

Assisted in the development of productions at the theater. Duties included: - Assisted with the cleaning, organizing, and preparation of the theater and stage. - Usher and box office, which included collecting money for theater productions, keeping count of how many seats were left in the theater while making sure those with reservations maintained their spots. - Lighting technician