ERIC LUNNEN
Charlottesville
Summary
Experienced with managing diverse tasks and supporting team initiatives. Utilizing organizational skills and attention to detail to enhance operational efficiency. Track record of effective collaboration and problem-solving in fast-paced settings.
Overview
6
6
years of professional experience
Work History
Service Experience Associate
UVA
06.2024 - Current
- Provided high-quality customer service by managing a high volume of inquiries via phone, email, and in-person, consistently meeting service level agreements and maintaining a high resolution rate for diverse customer segments (faculty, staff, students, and suppliers).
- Effectively handled a large percentage of cases independently while managing multiple channels, ensuring prompt and accurate resolution of inquiries even during periods of team understaffing.
- Utilized Salesforce Cloud Service to intake service requests, triage cases, and track resolution progress, all while maintaining a high closure rate and timely updates on customer issues.
- Conducted root cause analysis to identify urgent customer issues, enabling rapid and accurate resolutions while continuously striving to improve customer experience and service processes.
- Leveraged knowledge-based resources, self-help tools, and documentation to provide accurate and consistent support, contributing to both individual and team performance improvements.
- Took proactive measures to maintain operational efficiency, keeping workloads manageable and ensuring steady team performance despite short staffing, minimizing service disruptions.
- Documented all inquiries and actions taken in Salesforce to ensure transparency, continuity of support, and compliance with internal protocols.
- Provided reception services for Carruthers Hall, ensuring smooth front office experience and supporting faculty and staff in a welcoming, professional manner.
- Demonstrated a continuous improving mindset by proactively seeking out learning opportunities, incorporating feedback from performance reviews, and suggesting process improvements to enhance team performance.
Sales Associate
Penn State Family Clothesline
05.2023 - 08.2023
- Assisted clients with product information and selection
- Managed and operationalized rotating product displays to align with sales campaigns
Leadership Development Internship
Hershey Entertainment & Resorts
05.2022 - 08.2022
- Conducted educational workshops to help intern training on available tools and optimal strategies
- Offered strategic feedback to internship leaders in operational decision-making and long-term planning
- Acquired actionable leadership competencies
Volunteer
Discovery Space Of Central Pennsylvania
01.2019 - 05.2019
- Supported staff with clerical work and administrative tasks
- Tracked and reported on volunteer hours
- Provide client customer service and troubleshooting
Education
Bachelor of Science - Economics
The Pennsylvania State University
University Park, PA12.2023
Skills
- Microsoft Office Suite
- Customer service
- Time management
- Attention to detail
- Issue resolution
- Salesforce
- UBI and Qlik Sense
- Workday
- Problem Solving
Affiliations
- Burning Hearts at Penn State at University Park - Member
- Blue and White Society - Member
Timeline
Service Experience Associate
UVA
06.2024 - Current
Sales Associate
Penn State Family Clothesline
05.2023 - 08.2023
Leadership Development Internship
Hershey Entertainment & Resorts
05.2022 - 08.2022
Volunteer
Discovery Space Of Central Pennsylvania
01.2019 - 05.2019
Bachelor of Science - Economics
The Pennsylvania State University
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