Erica A. Rich
Overland Park,KS
Summary
Resourceful Coordinator specializing in project management, event coordination, and workflow optimization. Known for high productivity and efficient task completion. Excel in communication, problem-solving, and time management to ensure successful project outcomes through effective leadership and teamwork. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes. Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Pratt Industries
Kansas City, Missouri
05.2023 - 04.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
Customer Service Representative
Bennett Packaging
Kansas City, Missouri
08.2022 - 03.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Supported sales team members to drive growth and development.
Customer Service Representative
American Box Company
Shawnee, Kansas
09.2017 - 08.2022
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Updated system with order specifics and customer details, preferences, and billing information.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Prevented key account losses by researching discrepancies and correcting problems.
- Provided top quality control and eliminated downtime to maximize revenue.
- Took special orders in person and over telephone, generating additional revenue every month.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Strengthened customer retention by offering discount options.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Developed strong customer relationships to encourage repeat business.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Host/Server
Jose Pepper's
Midland
01.2008 - 09.2017
- Greeted guests upon arrival and provided them with menus.
- Answered customer inquiries regarding the menu, restaurant services, and special promotions.
- Took reservations over phone and in person.
- Provided customers with accurate wait times and monitored waiting list.
- Assisted servers in seating guests by escorting them to their tables.
- Managed dining room layout to maximize efficiency of staff members.
- Maintained cleanliness of lobby area, including wiping down tables and chairs.
- Ensured compliance with health and safety regulations within the restaurant.
- Served as point-of-contact for resolving guest complaints or special requests.
- Performed light administrative duties such as filing documents and taking messages.
- Processed payments from customers using a POS system.
- Managed incoming calls during busy shifts.
- Inspected dining areas for any damages or defects.
- Checked identification for guests who appeared under age 21.
- Provided excellent customer service by anticipating customer needs.
- Resolved conflicts between customers when necessary.
- Assisted other departments when needed such as bussing tables or delivering food orders.
- Accommodated guests with children and special needs to promote comfortable dining experience.
Sales Clark
Happy Rock Smoke Shop
Gladstone, Missouri
05.2015 - 06.2017
- Greeted customers and responded to inquiries in a professional manner.
- Processed sales transactions accurately and efficiently utilizing POS systems.
- Provided excellent customer service by assisting customers with product selection, answers to questions, and handling complaints or issues.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
- Stocked shelves with merchandise ensuring adequate inventory levels were maintained.
- Assisted in the development of store displays to promote products.
- Ensured that promotional materials were adequately stocked at all times.
- Organized backroom stock areas as well as kept up with organization of front end display area.
- Performed price checks for items requested by customers when needed.
- Handled money, checks, credit cards, gift cards, returns and other forms of payments in accordance with established procedures.
- Followed up on customer requests or concerns in a timely manner.
- Adhered to company guidelines for cash register operations including proper opening and closing procedures.
- Balanced cash drawer at the end of each shift using appropriate methods of verification such as counting money or comparing receipts against daily totals.
- Resolved conflicts between customers and staff members professionally while maintaining composure during difficult situations.
- Assisted customers over the phone with orders, product information, tracking numbers.
- Performed regular inventory counts to ensure accurate records were maintained.
- Prepared merchandise for shipment according to company policy ensuring correct packing materials were used.
- Developed relationships with vendors to obtain best prices on goods purchased for resale.
- Identified opportunities to increase sales through cross-selling techniques.
- Updated pricing and sales signs to promote merchandise.
- Assisted customers with product, promotion and policy information.
- Put new merchandise on shelves and racks in attractive arrangements.
Coordinator, Project Marketing
T-Mobile
Overland Park, Kansas
05.2024
- Lead and coordinate project teams to ensure tasks are completed according to plan.
- Provided technical support to staff members regarding software applications and hardware systems.
- Monitor project progress and performance, and adjust plans as necessary.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Drafted reports summarizing progress on various projects for upper-level management review.
- Facilitated communication between different departments in order to resolve issues quickly.
- Organized team events to promote a positive work environment.
- Resolved customer complaints in a timely manner while upholding company standards.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Developed strategies to improve operational procedures and reduce costs.
- Coordinated with other departments to ensure projects were completed on time and within budget.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Guided employees in handling difficult or complex problems.
Education
Associate Business Administration AAS and Applied Science Degree -
Johnson County Community College
Overland Park, Kansas05.2021
Skills
- Business Administration
- Consulting
- Database Management
- Administrative Leadership
- Project Management
- Recordkeeping
- Data Entry
- Document Management
- Resource Allocation
- Process Improvement
- Order Fulfillment
- Creative solutions
- Customer Relationship Management (CRM)
- Information Collection
- Project Support
- Work Planning and Prioritization
- Professional Networking
- Promotional support
- Account Management
- Microsoft Office
- Resourcefulness
- Inbound and Outbound Calling
- Microsoft Office expertise
- Employee Coaching
- Excellent Communication
- Problem Identification
- Order Processing
- Teamwork skills
- Communication Skills
- Logical reasoning
- Refunds processing
References
References available upon request.
Timeline
Coordinator, Project Marketing
T-Mobile
05.2024
Customer Service Representative
Pratt Industries
05.2023 - 04.2024
Customer Service Representative
Bennett Packaging
08.2022 - 03.2023
Customer Service Representative
American Box Company
09.2017 - 08.2022
Sales Clark
Happy Rock Smoke Shop
05.2015 - 06.2017
Host/Server
Jose Pepper's
01.2008 - 09.2017
Associate Business Administration AAS and Applied Science Degree -
Johnson County Community College
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