Ericka Edwards
Pleasant Hill,CA
Summary
Dependable Customer Service Supervisor proficient in team and operational leadership. Enthusiastic about supporting business success.
Overview
10
10
years of professional experience
Work History
Customer Service Supervisor
Design Veronique
Richmond, CA
09.2008 - 10.2010
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
- Coached employees through day-to-day work and complex problems.
- Standardized office structures and processes to promote collaboration and increased performance.
- Resolved account issues to build rapport and relationships with clients.
Ticket Taker Supervisor
Oakland Athletics
Oakland , CA
03.2008 - 07.2010
- Performed visual evaluation for signs of counterfeit tickets.
- Acted as senior management available for customer service inquiries and escalated customer issues.
- Arranged staffing hours for daytime and event shifts to accommodate event needs.
- Evaluated processes to create efficiencies with staff, resources, and processes.
- Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
- Oversaw 45+ ticket collectors per game/
Customer Service Specialist
Timbuk2
San Francisco , CA
03.2006 - 03.2008
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls and emails promptly to avoid wait times.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
Ticket Services Receptionist
San Francisco Giants
San Francisco, CA
03.2003 - 03.2007
- Liaised with vendors, contractors and professional services personnel to properly process orders.
- Effective liaison between customers and internal departments.
- Implemented and developed customer service training processes.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
Education
Some College (No Degree) -
City College of San Francisco
San Francisco, CASkills
- Microsoft Office Suite
- Decision Making
- Team Management and Supervision
- Staff Development and Training
- Complex Problem Solving
- Coaching and Mentoring
Timeline
Customer Service Supervisor
Design Veronique
09.2008 - 10.2010
Ticket Taker Supervisor
Oakland Athletics
03.2008 - 07.2010
Customer Service Specialist
Timbuk2
03.2006 - 03.2008
Ticket Services Receptionist
San Francisco Giants
03.2003 - 03.2007
Some College (No Degree) -
City College of San Francisco