Eric Townsend
US
Summary
Results-driven professional with extensive experience in rapid-response emergency roadside and high-volume call center operations, specializing in call handling, supervision, and management. Demonstrates a strong commitment to rapid response times and customer satisfaction through a focus on exceptional service delivery. Proven skills in client retention, conflict resolution, and optimize processes that enhance team collaboration and efficiency. Analytical abilities are leveraged to improve service quality and client experiences while embodying core values of compassion, empathy, integrity, and respect.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Roadside Service Specialist
AAA Northern California MWG
04.2022 - 08.2025
- Handle emergency calls, ensuring swift aid and high member satisfaction.
- Maintain accurate member records for seamless service delivery.
- Tailor solutions to unique member needs, enhancing support.
- Communicate updates proactively, offering reassurance.
- Coordinate with providers for timely assistance, managing expectations.
Senior Pastor Emeritus
The Nation Of Judah Church
04.2009 - 01.2020
- Overseeing the operations of the church
- Presented a strong, authentic pastoral presence among children and parents in church and community in helping those in crisis and most in need.
- Identified and developed new leaders among adults and students to advance church, culture, and doctrines.
- Developed ministry leaders and teams for different areas of service based on church goals and service objectives.
- Performed one-on-one and couples counseling and intervened in crisis situations.
- Assisted individuals with obtaining specialized support for their medical, mental and physical needs.
- Supported couples seeking marriage by counseling them and performing their ceremonies.
Customer Service Manager
BizTel Global Telecommunications, Corporation
05.2009 - 03.2015
- Led teams to enhance customer service, boosting efficiency and collaboration.
- Monitored call center operations, achieving higher service quality.
- Prepared coaching reports, fostering skill growth and development.
- Assisted executives in strategic decisions, impacting company direction.
- Cultivated supervisory and team relationships, improving morale and productivity.
- Evaluated operational metrics to identify inefficiencies, implementing targeted training that yielded noticeable improvements in call handling times.
Member Services Supervisor
California State Automobile Association Interstate Bureau, AAA
11.2008 - 04.2009
- Managed daily operations across three Utah offices, enhancing service efficiency.
- Led and developed 15 sales associates, fostering a collaborative team environment.
- Resolved member issues promptly, ensuring high satisfaction and loyalty.
- Generated insightful weekly and monthly performance reports for strategic planning.
Emergency Roadside Representative 3/Resolution Specialist
Auto Club of Southern California
05.2005 - 04.2008
- Managed high-volume ERS calls, resolving issues to enhance member satisfaction.
- Supported new team members through assessments and training feedback.
- Facilitated team meetings to foster communication and improve performance.
- Conducted call quality checks to ensure service standards were met.
- Addressed escalated member concerns, maintaining positive relationships.
Education
High School Diploma - General Education
San Diego Military Academy
San Diego, CAAssociate of Arts - Behavioral and Social Sciences
Los Angeles Trade Technical College
Los Angeles, CADoctor of Theology - undefined
Reed Bible College
09.1994
Master of Arts - Theology
Reed Bible College
Los Angeles, CA09.1988
Bachelor of Arts - Theology
Reed Bible College
Los Angeles, CA06.1985
Skills
- Leadership in supervision
- Client Retention
- Conflict Resolution
- Effective multitasking
- Analytical reasoning
- Remote work time management
- Detail-oriented approach
- Customer-centric approach
- Guiding professional development
Certification
- Licensed Minister
- Ordained Minister
- Certified Chaplain
- Certified Biblical Pastoral Counseling
- Certified Biblical Marriage and Family Counseling
- Certified Crisis Counselor
- Certified Conflict Resolution Specialist
- Registered Alcohol and Drug Technician - I
Timeline
Roadside Service Specialist
AAA Northern California MWG
04.2022 - 08.2025
Customer Service Manager
BizTel Global Telecommunications, Corporation
05.2009 - 03.2015
Senior Pastor Emeritus
The Nation Of Judah Church
04.2009 - 01.2020
Member Services Supervisor
California State Automobile Association Interstate Bureau, AAA
11.2008 - 04.2009
Emergency Roadside Representative 3/Resolution Specialist
Auto Club of Southern California
05.2005 - 04.2008
Associate of Arts - Behavioral and Social Sciences
Los Angeles Trade Technical College
Doctor of Theology - undefined
Reed Bible College
Master of Arts - Theology
Reed Bible College
Bachelor of Arts - Theology
Reed Bible College
High School Diploma - General Education
San Diego Military Academy
Additional information
Certifications
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