ERIKA B.
Junior Email and Chat Support Specialist
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About
Erika B. is a highly dependable Email and Chat Support Specialist with proven expertise in front-office operations, honed through her roles in the hospitality and quick-service restaurant industries. At Mercedes Restaurant & Event Place, Erika managed high-volume digital correspondence through the primary company inbox and coordinated a multi-line switchboard, demonstrating CRM database management and multitasking capabilities. She resolved 90% of complaints at first touchpoint, consistently maintaining customer satisfaction. Her tenure as Service Crew at KFC further developed her aptitude for handling peak service demand and adhering to Standard Operating Procedures. Erika is proficient with Microsoft Office 365, Google Workspace, and various communication platforms, providing rapid, accurate, and brand-aligned support across multiple channels.
Experience
Front Desk Receptionist
Mercedes Restaurant & Event Place · 2024 — 2026Oversaw the company's main inbox by replying to incoming emails in alignment with brand standards, operated a multi-line switchboard, and processed both digital check-ins and live inquiries concurrently. Maintained accurate customer records by logging all interactions into the internal CRM database and addressed complaints directly as the initial point of contact to resolve issues before escalation.Service Crew
KFC · 2023 — 2024Worked in a fast-paced setting by handling multiple customer orders and requests during rush hours, ensured consistent service by following Standard Operating Procedures, and cooperated closely with back-of-house teams so that customer needs were fulfilled promptly and correctly.
Skills & Expertise
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