Summary
Overview
Work History
Education
Skills
References
Communication
Leadership
Timeline
Generic

ERICA ARCHER

Director
RALEIGH,NC

Summary

Skilled program director adept at managing all facets of program operations, including administration and outreach. Well-versed in multitasking to achieve challenging goals. Prepared to leverage several years' experience the field to take on challenging role.

Overview

7
7
years of professional experience

Work History

Family Program Director

YMCA OF THE TRIANGLE
08.2024 - Current
  • Under the supervision of the Sr. Healthy Living Director and in accordance with the policies of the YMCA of the Triangle, the Family Programs Director is responsible for:
  • Directing program development to enhance community engagement and participation.
  • Managing staff training initiatives to improve service delivery and team collaboration.
  • Leading strategic planning sessions to align programs with organizational goals.
  • Coordinated outreach efforts to promote wellness and healthy living initiatives.
  • Oversaw budgeting processes to ensure financial sustainability of programs.
  • Facilitated staff meetings and educational work sessions to strengthen staff competencies.

Customer Service Representative

YMCA OF THE TRIANGLE
05.2023 - 08.2024
  • Develop and implement customer service policies and procedures.
  • Monitor customer service representatives’ performance and provide ongoing coaching and feedback.
  • Resolve customer complaints and inquiries in a timely and efficient manner.
  • Analyze customer service trends and recommend improvements.
  • Train and onboard new customer service representatives.
  • Monitor customer service representatives’ adherence to company policies and procedures.
  • Ensure customer service representatives maintain a high level of customer service.
  • Prepare and analyze customer service reports.
  • Foster an environment of collaboration and teamwork among customer service representatives.

Customer Service Team Leader

NC QUICKPASS
10.2018 - 04.2023
  • Develop and implement customer service policies and procedures.
  • Monitor customer service representatives’ performance and provide ongoing coaching and feedback.
  • Resolve customer complaints and inquiries in a timely and efficient manner.
  • Analyze customer service trends and recommend improvements.
  • Train and onboard new customer service representatives.
  • Monitor customer service representatives’ adherence to company policies and procedures.
  • Ensure customer service representatives maintain a high level of customer service.
  • Prepare and analyze customer service reports.
  • Foster an environment of collaboration and teamwork among customer service representatives.

Education

BS - Criminal Justice

FERRIS STATE UNIVERSITY
BIG RAPIDS, MI

Skills

  • Program development
  • Staff training
  • Strategic planning
  • Budget management
  • Community outreach
  • Customer service
  • Team collaboration
  • Performance monitoring
  • Policy implementation
  • Data analysis
  • Conflict resolution
  • Communication skills
  • Leadership skills
  • Time management
  • Documentation and reporting
  • Project management

References

Melvin, Jackson, Customer Service Manager, 919.306.1470, NC Quick Pass

Communication

Excellent communication skills enable me to collaborate with clients, stakeholders, and cross-functional teams to deliver high-quality results.

Leadership

Mentor junior developers, coordinate project tasks, and implement best practices to ensure timely delivery of high-quality web applications.

Timeline

Family Program Director

YMCA OF THE TRIANGLE
08.2024 - Current

Customer Service Representative

YMCA OF THE TRIANGLE
05.2023 - 08.2024

Customer Service Team Leader

NC QUICKPASS
10.2018 - 04.2023

BS - Criminal Justice

FERRIS STATE UNIVERSITY

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