Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Erica Barras

Spring

Summary

Dynamic Flex Supervisor at Conduent Business Solutions with a proven track record in employee development and performance management. Skilled in leveraging CRM systems to drive process improvements, I foster a high-performing team culture that enhances customer satisfaction and operational efficiency. Adaptable and analytical, I thrive in fast-paced environments.

Overview

7
7
years of professional experience

Work History

Flex Supervisor

Conduent Business Solutions
Spring
04.2025 - Current
  • Lead a dynamic team of 24+ agents, providing hands-on coaching to enhance performance, productivity, and customer satisfaction.
  • Analyze operational data and generate reports to track key performance metrics, driving informed decision-making and process improvements.
  • Implement training and development programs, fostering a high-performing team culture focused on accuracy, efficiency, and service excellence.
  • Collaborate with cross-functional teams to refine workflows, optimize resource allocation, and ensure seamless operations.
  • Leverage advanced CRM and reporting tools to monitor trends, resolve challenges, and continuously enhance service delivery.

SME

Conduent Business Solutions
Spring
01.2024 - Current
  • Provided real-time guidance to agents, addressing inquiries and troubleshooting complex issues to ensure swift resolution.
  • Acted as an escalation point, delivering critical support to agents handling sensitive or technical customer concerns.

Eligibility and Claim Consultant & Support Staff

Conduent Business Solutions
Spring
11.2023 - Current
  • Guide members and dental professionals through plan details and eligibility inquiries, ensuring accurate data updates.
  • Provide real-time claim status updates, verify provider information with a 100% compliance rate.
  • Enable colleagues to resolve complex inquiries effectively via chat support, enhancing team efficiency.

Medical Receptionist

Joseph C. Gathe Jr., MD
Houston
09.2022 - 12.2023
  • Enhanced patient tracking systems, increasing precision in insurance verification and referrals.
  • Refined scheduling procedures, leading to a 20% increase in operational efficiency.
  • Supported the Office Manager in essential functions, maintaining seamless administrative operations.

Chat/Guest Experience Representative

Vacasa
Houston
04.2022 - 10.2022
  • Resolved guest inquiries and managed property owner accounts, ensuring a 95% satisfaction rate.
  • Handled high-volume live chat interactions with proficiency in multitasking.
  • Contributed to enhancing stakeholder relationships, leading to an improved rental experience.

Customer Specialist

NSMG Inc.
Houston
09.2020 - 03.2022
  • Documented client interactions using CRM tools to improve service efficiency.
  • Processed payments with accuracy while maintaining a professional and empathetic demeanor.
  • Enhanced product knowledge and service delivery by engaging in continuous industry education.

Senior Customer Care Associate

Wayfair
Houston
08.2018 - 09.2020
  • Addressed and rectified order discrepancies, ensuring swift resolution of issues.
  • Partnered with vendors to effectively manage shipment challenges, improving overall customer satisfaction.
  • Furnished customers with timely tracking updates to maintain transparency and foster trust.

Education

Some College (No Degree) - Certification

Columbine Health Systems
Fort Collins, CO

Some College (No Degree) - Allied Health Science

Aims Community College
Greeley, CO

Skills

  • SharePoint and MS Office Suite
  • EMR and CRM systems
  • Cross-functional collaboration
  • Attention to detail
  • Adaptability and multitasking
  • Analytical thinking
  • Employee development
  • Performance management

Accomplishments

Successfully transitioned from Subject Matter Expert (SME) to Supervisor, following an intensive mentorship and development program.

Timeline

Flex Supervisor

Conduent Business Solutions
04.2025 - Current

SME

Conduent Business Solutions
01.2024 - Current

Eligibility and Claim Consultant & Support Staff

Conduent Business Solutions
11.2023 - Current

Medical Receptionist

Joseph C. Gathe Jr., MD
09.2022 - 12.2023

Chat/Guest Experience Representative

Vacasa
04.2022 - 10.2022

Customer Specialist

NSMG Inc.
09.2020 - 03.2022

Senior Customer Care Associate

Wayfair
08.2018 - 09.2020

Some College (No Degree) - Certification

Columbine Health Systems

Some College (No Degree) - Allied Health Science

Aims Community College

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Erica Barras