Erica Henderson
Mobile,AL
Summary
Effective professional with several years of experience overseeing teams of employees. Expert at training, supervising and directing daily operations. Motivational leader with upbeat attitude and talent for building team member skills through one-on-one coaching and mentoring.
Overview
27
27
years of professional experience
Work History
Shift Lead Supervisor
Buc-ee's
20403 Co Rd 68, Robertsdale, AL
02.2022 - Current
- Provided leadership and direction to shift staff, ensuring company policies and procedures were followed.
- Ensured all daily operations were in compliance with safety standards and regulations.
- Created schedules for team members and monitored attendance records.
- Monitored quality of product output to ensure it met customer specifications.
- Trained new hires on job duties, safety protocols, and company policies and procedures.
- Maintained accurate inventory records of products used during shifts.
- Identified areas where additional training was required to improve employee performance.
District Manager
Momma Goldberg
Mobile, AL
03.2017 - 03.2022
- Regularly communicated updates regarding changes in corporate policies or procedures down through store level employees.
- Developed and implemented district-wide sales strategies to increase revenue and market share.
- Conducted regular store visits to ensure compliance with company policies, standards, and regulations.
- Provided ongoing coaching and training for store managers on how to maximize productivity and profits.
- Resolved customer complaints quickly and effectively while maintaining a high level of customer service satisfaction.
- Negotiated contracts with suppliers to obtain favorable terms for the district's stores.
- Developed strategic plans for increasing sales, reducing costs, improving operations efficiency.
- Ensured that all stores met their monthly targets by providing guidance and support as needed.
- Performed periodic risk assessments of stores within the district to identify potential safety hazards.
Customer Service Advocate
Trubridge
Mobile, AL
01.2014 - 10.2019
- Resolved customer complaints via phone, email, mail or social media.
- Processed orders, forms, applications and requests.
- Maintained records of customer interactions and transactions.
- Developed relationships with customers through friendly conversations.
- Performed follow-up procedures after customer service interaction was completed.
- Adhered to all company guidelines when interacting with customers.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Followed up on customer inquiries not immediately resolved.
- Suggested solutions for improvement of product offerings based on customer feedback.
- Worked closely with other departments to ensure quality customer service delivery.
- Assisted management with the development of new strategies for improved customer satisfaction.
- Provided training support for new employees on proper techniques for dealing with challenging customers.
- Consulted with customers to resolve service and billing issues.
Paralegal
Stokes & Clinton Law Firm
Mobile, AL
02.2007 - 01.2014
- Drafted correspondence to clients and other attorneys.
- Conducted research on relevant laws, regulations, judicial decisions, and legal articles.
- Assisted in the preparation of legal arguments and memoranda of law.
- Maintained client files according to established protocols.
- Organized evidence for use at trial or hearing proceedings.
- Coordinated witness testimony for depositions.
- Maintained calendars for upcoming court dates or deadlines related to cases.
Certified Nursing Assistant
Beverly Healthcare
Daphne, AL
08.1997 - 12.2009
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
- Reported changes in patient condition to registered nurse or physician.
- Transported patients to treatment units, using wheelchair or stretcher
- Answered call lights promptly and responded to patient needs accordingly.
- Turned and repositioned bedridden patients on a regular schedule to prevent bedsores.
- Observed patients for any changes in their physical or mental condition.
- Served meals to patients in their rooms and assisted with feeding when needed.
- Cleaned and sanitized patient rooms according to established protocols.
- Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
- Performed housekeeping duties such as changing linens and cleaning bathrooms when necessary.
- Collected specimens for testing purposes upon request from physicians or nurses.
- Took temperature readings orally or rectally as instructed by the RN or MD.
- Provided comfort measures such as back rubs and positioning pillows for added comfort.
- Monitored vital signs including blood pressure, pulse rate, respiration rate.
- Responded quickly to emergency situations involving sudden illness or injury.
- Participated in educational programs related to nursing assistant skills development.
- Assisted with admission procedures such as gathering personal data from the patient's chart.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Observed and reported unusual symptoms and changes to charge nurse.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Helped residents walk with or without self-help devices.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
Education
High School Diploma -
Baldwin County High School
Bay Minette, AL05-1991
Pre-Nursing
Auburn University @ Montgomery
Montgomery, AlSkills
- Daily workflows
- Shift leadership
- Scheduling expertise
- Safety processes and procedures
- Shift checklists
- Staff education and training
- Team motivation
- Complaint resolution
- Multitasking
- Delegation skills
- Staff Training
- Continuous improvements
Timeline
Shift Lead Supervisor
Buc-ee's
02.2022 - Current
District Manager
Momma Goldberg
03.2017 - 03.2022
Customer Service Advocate
Trubridge
01.2014 - 10.2019
Paralegal
Stokes & Clinton Law Firm
02.2007 - 01.2014
Certified Nursing Assistant
Beverly Healthcare
08.1997 - 12.2009
High School Diploma -
Baldwin County High School
Pre-Nursing
Auburn University @ Montgomery
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