Erica Flack
Summary
Building customer relationships with professional skills and respectful attitude
Overview
15
15
years of professional experience
1
1
Certification
Work History
Cashier/Customer Service
Rural King
Radford
07.2021 - Current
- Handled cash transactions accurately and efficiently at a busy retail environment.
- Assisted customers with product inquiries and selection in-store.
- Processed returns and exchanges to enhance customer satisfaction while adhering to company policies.
- Ensured cleanliness and organization of checkout area to improve customer experience and streamline operations.
- Coordinated with team members to optimize store operations and enhance service during peak hours.
- Trained new cashiers on register operation and customer service standards.
- Monitored inventory levels at the register, restocking supplies promptly.
- Communication, problem-solving, empathy, conflict resolution, time management, and proficiency with CRM or other customer service software
Temporary Nurse Aide
Redford health and rehab
Radford
08.2020 - 04.2021
- Provided meals to residents in dining area
- Assisted with personal hygiene for residents
- Assisted residents with showering for hygiene
- Helped residents dress appropriately for the day
- Accompanied residents to doctor appointments to ensure continuity of care
- Measured and recorded vital signs for residents
- Performed wound care to promote healing
Housekeeper
La Quinta Inns & Suites
Radford
02.2020 - 06.2020
- Maintained cleanliness of guest rooms and public areas daily.
- Organized and stocked housekeeping supplies to ensure efficient operations.
- Adhered to safety and sanitation standards in all cleaning tasks.
- Assisted guests with requests, ensuring satisfaction and enhancing overall experience.
- Inspected rooms for maintenance issues, facilitating timely resolution to maintain guest comfort.
- Trained new staff on cleaning protocols and hotel standards.
- Managed laundry services, ensuring timely processing of linens and towels.
- Collaborated with front desk to efficiently fulfill special guest requests, improving service delivery.
- Cleaned bathrooms, including toilets, tubs, showers and sinks.
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Applied cleaning chemicals according to safety guidelines to ensure effective sanitation.
- Relocated beds, sofas, and small furniture to thoroughly clean baseboards and eliminate dust from difficult-to-reach areas.
- Stocked amenities such as soap, shampoo and toilet paper in guest rooms.
- Managed inventory of cleaning supplies, ensuring all items were organized and readily available for use.
- Interacted pleasantly with clients and guests when performing daily duties.
- Reported any maintenance issues or damage to supervisors immediately.
- Responded to requests from guests regarding housekeeping needs.
- Disinfected telephones, light switches and other frequently touched objects.
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Used appropriate personal protective equipment and supplies when handling hazardous waste or chemicals.
- Followed safety procedures when handling hazardous materials.
- Removed finger marks and smudges from doors, frames and glass partitions to enhance shine.
Early Childhood Teacher
Kids and co
Pearisburg
03.2019 - 08.2019
- Supported children aged 18 months to 3 years with learning disabilities by teaching sign language and essential skills, enhancing communication and independence.
- Developed engaging lesson plans tailored to individual learning styles, fostering a love for learning and promoting developmental milestones.
- Collaborated with parents to support children's progress and well-being.
- Collaborated with parents to support children's progress and well-being, strengthening family involvement in education.
Assistant customer service manager
Food Lion
Pearisburg
07.2011 - 07.2019
- Managed daily customer inquiries and resolved issues effectively.
- Coordinated team scheduling to ensure optimal coverage during peak service hours.
- Developed strategies to enhance customer satisfaction and loyalty.
- Implemented new procedures to improve service efficiency and response times.
- Monitored and maintained inventory levels of customer service supplies.
- Facilitated communication between management and customer service representatives.
- Evaluated team performance and delivered actionable feedback to enhance service quality.
- Resolved escalated customer issues in a timely manner.
- Trained new employees on company policies, procedures, techniques and customer service standards.
- Assisted customers with inquiries, complaints and feedback.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Supervised and trained customer service team members to provide exceptional service, driving retention, and satisfaction.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Coordinated with other departments within the organization to ensure smooth operation of all activities related to providing services for clients.
- Evaluated employee job performance and motivated staff to improve productivity.
- Provided guidance to the team regarding operational tasks such as billing, refunds and returns.
- Revised department schedules to maximize coverage during peak hours.
- Consulted with customers regarding needs and addressed concerns.
- Interviewed, hired and trained staff to meet company objectives.
- Generated daily, weekly and monthly reports on key performance indicators.
- Collaborated with senior management in strategic planning meetings to improve overall customer experience.
- Trained many customer service employees in proper procedures and successful call management techniques.
- Identified training needs to improve customer service quality.
- Reviewed and updated existing policies, procedures and guidelines governing the provision of services to customers.
- Conducted performance reviews for customer service staff.
- Monitored customer service performance against established standards.
- Evaluated and authenticated returns, exchanges and voids.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Education
General - High school or equivalent
Gilles high school
Pearisburg, VASkills
- Task prioritization
- Slack
- Organizational skills
- Email marketing
- Microsoft Excel
- Basic math skills
- Interpersonal communication
- Computer literacy
- Client relationship development
- Scheduling
- Customer Service
- Objection handling
- Health support
- Customer Relationship Management
- Customer complaint resolution
- Clear language communication
- Maintaining patient confidentiality
- Sales team management
- Written communication
- Hotel experience
- Virtual customer support
- Writing Skills
- Client relationship building
- Computer operation
- Team motivation (leadership skill)
- Safe work practices
- Retail operations
- Quality assurance
- Customer communication
- Fact checking
- Microsoft Outlook
- Typing
- Office Management
- Technical Proficiency
- Windows
- Childcare Training
- Customer inquiry handling
- Proofreading
- Grammar
- Experience
- Money Handling
- Training support
- Community outreach
- Word processing
- Sales
- Computer skills
- Social media platforms
- Mobile devices
- Management
- Decision making
- Microsoft Word
- Retail sales management
- Client phone interaction
- Customer conflict resolution
- Research
- Phone etiquette
- Babysitting
- Customer engagement
- Live chat
- Google Workspace
- Cash handling
- Customer service
- Point of sale
- Inventory management
- Transaction accuracy
- CRM
- Team coordination
- Service optimization
- Training and mentoring
- Conflict resolution
- Effective communication
- Problem solving
- Attention to detail
- Time management
- Empathy
- Identification checks
- Daily reporting
- Cash management
- Sales promotions
- Inventory control
- Sales fundamentals
- Cash handling
- Point of sale proficiency
- Report preparation
- Credit card processing
- Service excellence
- Empathy and patience
- Complex Problem-solving
- Reliability and punctuality
- Product knowledge
- Payment collection
- Time management
- Order verification
- Currency counting
- Return processing
Certification
- CPR
- Food Handler Certification
- First Aid Certification
Additional Information
Authorized to work in the US for any employer, Assisting Customers with Their Needs, Handling Returns and Exchanges, Training New Sales Clerks, Stocking and Facing Shelves, Arranging Floor Displays
Timeline
Cashier/Customer Service
Rural King
07.2021 - Current
Temporary Nurse Aide
Redford health and rehab
08.2020 - 04.2021
Housekeeper
La Quinta Inns & Suites
02.2020 - 06.2020
Early Childhood Teacher
Kids and co
03.2019 - 08.2019
Assistant customer service manager
Food Lion
07.2011 - 07.2019
General - High school or equivalent
Gilles high school