Erica Coble
Head Of Customer Service at Moment- Claim this Profile
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Topline Score
Bio
Kaley Marok
I had the pleasure of working with Erica for the duration of my time at Moment. During that time, I was consistently impressed by Erica’s professionalism, work ethic, and dedication to her role. Erica is an excellent communicator and collaborator, always willing to lend a hand or offer guidance to both her team and customers alike. She adapts well to new challenges and responsibilities and picks up new tasks quickly and efficiently. One of many strengths Erica possesses is her attention to detail. She takes great care in ensuring that her work is accurate and of the highest quality. She is also proactive in identifying potential issues and finding solutions to address them. Erica is a true powerhouse and if you’re ever given the opportunity to work alongside of her do not hesitate.
Andrew Stoner
Erica is talented, kind, and one of the hardest workers I know, She leads with heart and has a great mind for building processes to reduce friction and create more happy customers. During our time together at Moment I saw her build and develop a truly world-class support team. Moment service consistently delivered better results year after year under Erica's leadership. That was demonstrated in NPS scores that rivaled Apple and very strong customer retention rates. Any team would be lucky to have Erica!
Kaley Marok
I had the pleasure of working with Erica for the duration of my time at Moment. During that time, I was consistently impressed by Erica’s professionalism, work ethic, and dedication to her role. Erica is an excellent communicator and collaborator, always willing to lend a hand or offer guidance to both her team and customers alike. She adapts well to new challenges and responsibilities and picks up new tasks quickly and efficiently. One of many strengths Erica possesses is her attention to detail. She takes great care in ensuring that her work is accurate and of the highest quality. She is also proactive in identifying potential issues and finding solutions to address them. Erica is a true powerhouse and if you’re ever given the opportunity to work alongside of her do not hesitate.
Andrew Stoner
Erica is talented, kind, and one of the hardest workers I know, She leads with heart and has a great mind for building processes to reduce friction and create more happy customers. During our time together at Moment I saw her build and develop a truly world-class support team. Moment service consistently delivered better results year after year under Erica's leadership. That was demonstrated in NPS scores that rivaled Apple and very strong customer retention rates. Any team would be lucky to have Erica!
Kaley Marok
I had the pleasure of working with Erica for the duration of my time at Moment. During that time, I was consistently impressed by Erica’s professionalism, work ethic, and dedication to her role. Erica is an excellent communicator and collaborator, always willing to lend a hand or offer guidance to both her team and customers alike. She adapts well to new challenges and responsibilities and picks up new tasks quickly and efficiently. One of many strengths Erica possesses is her attention to detail. She takes great care in ensuring that her work is accurate and of the highest quality. She is also proactive in identifying potential issues and finding solutions to address them. Erica is a true powerhouse and if you’re ever given the opportunity to work alongside of her do not hesitate.
Andrew Stoner
Erica is talented, kind, and one of the hardest workers I know, She leads with heart and has a great mind for building processes to reduce friction and create more happy customers. During our time together at Moment I saw her build and develop a truly world-class support team. Moment service consistently delivered better results year after year under Erica's leadership. That was demonstrated in NPS scores that rivaled Apple and very strong customer retention rates. Any team would be lucky to have Erica!
Kaley Marok
I had the pleasure of working with Erica for the duration of my time at Moment. During that time, I was consistently impressed by Erica’s professionalism, work ethic, and dedication to her role. Erica is an excellent communicator and collaborator, always willing to lend a hand or offer guidance to both her team and customers alike. She adapts well to new challenges and responsibilities and picks up new tasks quickly and efficiently. One of many strengths Erica possesses is her attention to detail. She takes great care in ensuring that her work is accurate and of the highest quality. She is also proactive in identifying potential issues and finding solutions to address them. Erica is a true powerhouse and if you’re ever given the opportunity to work alongside of her do not hesitate.
Andrew Stoner
Erica is talented, kind, and one of the hardest workers I know, She leads with heart and has a great mind for building processes to reduce friction and create more happy customers. During our time together at Moment I saw her build and develop a truly world-class support team. Moment service consistently delivered better results year after year under Erica's leadership. That was demonstrated in NPS scores that rivaled Apple and very strong customer retention rates. Any team would be lucky to have Erica!
Experience
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Moment
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United States
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Retail
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1 - 100 Employee
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Head Of Customer Service
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Mar 2016 - Present
- Effectively supervised day-to-day front-end operations of a busy customer service department of 35 agents from across the world in supporting multiple service channels such as email, live chat, phone, video calls, and social media - Defined, outlined, published, and maintained all existing service processes and policies to deliver a world-class customer experience - Reduced first response times by 46% by hiring and growing our service team from 5 to 40 agents over 3 years period - Through training, growth, and development of service agents, helped reduce replies to resolve by 12% Implemented Net Promoter Score and improved our score by 81% in my time at Moment. We are just shy of Apple's standard today at an NPS score of 67 - Advocated and was the Voice of Customer when in collaboration with cross-team and department feedback on product launches, campaigns, and marketing - Addressed and resolved escalated customer complaints empathetically and professionally Show less
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Sysco
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United States
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Food and Beverage Services
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700 & Above Employee
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Customer Service Lead
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Feb 2014 - Mar 2016
+ Worked closely with Sysco customers and drivers providing their service on any and all food-related needs for running their establishment. + Worked as administrative assistant to internal sales representatives managing enterprise accounts. + Worked closely with Sysco customers and drivers providing their service on any and all food-related needs for running their establishment. + Worked as administrative assistant to internal sales representatives managing enterprise accounts.
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The Biltmore Hotel Miami
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Coral Gables, Florida, United States
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Shipping Receiving Manager
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Apr 2011 - Jul 2013
+ Managed all inbound shipments for hotel distribution outside of food and beverage. + Handled and distributed inbound shipments for all hotel guests. + Ordered and processed all data entries for inbound parcels. + Managed all inbound shipments for hotel distribution outside of food and beverage. + Handled and distributed inbound shipments for all hotel guests. + Ordered and processed all data entries for inbound parcels.
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Education
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2007 - 2009
Le Cordon Bleu College of Culinary Arts-Miami
Associate's degree, Culinary Arts and Related Services
Community
