Years of experience: 28
MarketingCall Center TrainerCall CenterComplaint Resolution SpecialistOffice AdministratorCustomer Retention Specialist
Trust Score
Highly reliable; strong professional involvement.
Erika's Career Path
Jun. 2015 -Present
WindstreamMarketing Consultant
Concord, North Carolina, United StatesGather necessary business requirements to translate into innovative technical solutions. Manage the project lifecycle when inputted in information technology database system.
► Oversee field questions from IT personnel to create important documentation, test the desired outcome through testing/analysis. ► Partner with full-testing teams to implement the E2E process.
► Analyze business process...
Apr. 2012 -May. 2015
WindstreamSenior Analyst
Concord, North Carolina, United StatesReviewed offline functions within the customer care team and reviewed for process improvements. Managed spreadsheets and submitted to IT team to populate into an online system that streamlined cross-functional collaboration across interdisciplinary teams.
► Conducted self-reporting of business processes to determine improvements for enhanced productivity.
► Categorized sales input errors to i...
Feb. 2004 -Apr. 2012
WindstreamCustomer Service & Sales Supervisor
Concord, North Carolina, United StatesSupervised and managed a team of 20 sales and customer service agents. Managed payroll processing, interviewing procedures vacant positions, goal review, and goal setting to implement continuous process improvement plans.
► Recognized for constantly exceeding sales objectives due to consistent training and professional development.
► Awarded fully paid company trips, prizes, and awards due to...