Erick Hardaway
Tucson
Summary
Supported teams in achieving sales goals through effective customer service and communication skills. Assisted in managing phone inquiries and resolving customer issues in high-pressure situations. Contributed to a positive work environment by collaborating with diverse employees and maintaining organization.
Overview
12
12
years of professional experience
Work History
Licensed Insurance Agent
GEICO, Government Employees Insurance
06.2025 - Current
- Provided expert guidance on insurance products to ensure client satisfaction and retention.
- Developed customized policy recommendations based on comprehensive client assessments.
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Provided coverage option information to assist clients in protecting assets.
- Upsold additional products and services after identifying customer needs and requirements.
Collections Agent
Citibank
09.2022 - 03.2023
- Managed high-volume collections accounts, ensuring timely resolution of outstanding debts.
- Developed and implemented effective negotiation strategies to recover overdue payments.
- Analyzed account data to identify trends and improve collection processes.
- Processed payments and applied to customer balances.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
Sales Associate
T-Mobile
10.2021 - 09.2022
- Delivered exceptional customer service by resolving inquiries and providing product information.
- Assisted customers in selecting devices and plans tailored to individual needs.
- Managed inventory levels, ensuring optimal stock availability for customer demand.
- Implemented promotional strategies that increased foot traffic and improved sales performance.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Account executive
JD Melberg
09.2020 - 10.2021
- Monitored Sales Representatives calls to ensure the best quality of services when serving the customer.
- Investigate and resolve employee's complaints.
- Provided essential feedback to the associates regarding the quality of the call.
- Focusing on the responses of the associates and not hindering the customer by being unprofessional hosting calibrations, per client request, to ensure all sites calibrated on the same scale and providing consistent results.
- Multitasked between different systems and dual monitors to achieve desired results.
- Investigate all accidents and injuries of assigned personnel and take action to prevent similar incidents.
- Conduct investigations into customer complaints.
Administrative Assistant
Pain Institute of Southern Arizona
02.2017 - 09.2020
- Currently serve as an Administrative Assistant in support of the Pain Institute of Southern Arizona, working within the front office in several dual roles and responsibilities: support and compile records, surveys, reports, and information needed.
- Compile and file on time and return them.
- Provide and compile the necessary documentation, data, procedures, and documents as needed by upper management.
- Utilized a working knowledge of computer operations with respect to file creation and file maintenance.
- Submitted daily reports of operation to management for review.
- Made day to day adjustments in work assignments to meet workloads and to accomplish special projects.
Customer Service Resolutions
Vanguard- Randstad Investment Firm
05.2016 - 02.2017
- Served as a Customer Service Representative in a teleworking environment supporting a call center maintaining a positive, empathetic, and professional attitude toward customers.
- Ability to multitask, prioritize, and manage time effectively.
- Provided accurate, valid, and complete information by using the right methods/tools.
- Keep records of customer interactions, process customer accounts and file documents.
- Strong phone contact handling skills and active listener to assist incoming calls from customers needing assistance with account.
- Responding promptly to customer inquiries.
- Ensured customer satisfaction and provided professional customer support.
Quality Assurance Manager
VXI Global Solutions
08.2014 - 09.2015
- Monitored Sales Representatives calls to ensure the best quality of services when serving the customer.
- Investigate and resolve employee's complaints.
- Provided essential feedback to the associates regarding the quality of the call.
- Focusing on the responses of the associates and not hindering the customer by being unprofessional hosting calibrations, per client request, to ensure all sites calibrated on the same scale and providing consistent results.
- Multitasked between different systems and dual monitors to achieve desired results.
- Investigate all accidents and injuries of assigned personnel and take action to prevent similar incidents.
- Conduct investigations into customer complaints.
Education
AAS- Associate of Applied Science Degree - Computer And Information Sciences
Pima Community College
Tucson, AZ04.2026
High school Diploma - undefined
Sahuaro High School
Tucson, AZ12.2023
Skills
- Achieved improved productivity by effectively utilizing Microsoft Suite applications including Word, Excel, Access, PowerPoint, and Outlook Delivered successful multitasking outcomes in teleworking scenarios Enhanced team dynamics through exceptional listening and communication abilities Drove analytical initiatives that identified and improved work processes Streamlined operations, resulting in increased efficiency as a flexible team player Prioritized and managed multiple projects to meet deadlines Executed meticulous planning and organizational strategies that ensured detail orientation Leveraged understanding of phone and work metrics to consistently meet goals Demonstrated a solid work ethic and high motivation as a self-starter Maintained organization and independence in task execution Strengthened communication and interpersonal skills to foster collaboration Conducted thorough research that supported project success
Timeline
Licensed Insurance Agent
GEICO, Government Employees Insurance
06.2025 - Current
Collections Agent
Citibank
09.2022 - 03.2023
Sales Associate
T-Mobile
10.2021 - 09.2022
Account executive
JD Melberg
09.2020 - 10.2021
Administrative Assistant
Pain Institute of Southern Arizona
02.2017 - 09.2020
Customer Service Resolutions
Vanguard- Randstad Investment Firm
05.2016 - 02.2017
Quality Assurance Manager
VXI Global Solutions
08.2014 - 09.2015
High school Diploma - undefined
Sahuaro High School
AAS- Associate of Applied Science Degree - Computer And Information Sciences
Pima Community College