Kit Erickson

Managed customer onboarding end to end, reducing onboarding time by 25% while maintaining 100% documentation compliance. Handled 600+ customer queries weekly through Zendesk with a 98% satisfaction rate.

Built trackers, KPI dashboards, and reports (including Power BI) that gave leadership real-time visibility of operations. Achieved 99.9% data accuracy through rigorous validation and quality assurance protocols.

Placed and processed 100+ purchase orders monthly in line with customer requirements, tracking each from submission to delivery. Liaised with vendors and distributors to secure supply, chased progress, and escalated delays to ensure on-time delivery.

Resolved 80+ customer queries weekly via phone, email, and chat, improving first-time resolution by 20%.

Led the order entry team of 15, managing high volumes of live orders and achieving a 95% fulfilment rate within SLAs. Tracked orders from submission to completion and chased back-orders with suppliers, cutting average processing time by 25%.

Verified insurance coverage for 1,000+ patients monthly and secured authorisations with a 98% approval rate. Managed escalated cases, reducing turnaround time for complex issues by 35%.

Supported Time Warner Cable customers with broadband provisioning, service activation, and number porting requests in ICOMS, tracking each to completion and resolving issues quickly. Resolved technical and service issues for 60+ customers weekly, maintaining a 97% satisfaction rate.

Processed 200+ customer transactions weekly with 100% accuracy and compliance.

Pursued a Bachelor of Science in Information Technology with a major in Computer Programming, completing the program in a trimester system.