Erica Jun
Arlington,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
ABB Motor And Mechanical Inc
02.2021 - 02.2024
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Creating and managing SOPs for all training. (Including checklists, Word doc, PowerPoints)
- Creating and managing department yearly budgets.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
MARKETING & CALL CENTER MANAGER
Modoma
09.2019 - 11.2021
- Managed 7 employees in the office
- Managed 5 Virtual Assistants from the Philippines
- Communicated value and position to the Scheduling team and Sales team and provided all training and tools to help schedule or sell
- Developed all training material for new hires for scheduling system, CRM, Trello board & Billing system
- Ensuring we hit our scheduled target goal (Massage: 150/weekly & Knee: 25/weekly)
- Continuously making training for any new feature for our CRM
- Held daily & weekly huddles with the Marketing Department
- Present for weekly, quarterly, & yearly meetings with executives
- Helped with any disgruntled patients & find solutions
- Pulling daily KPI reports for medical massage & knee program new patients scheduled & 7 day availability for all 4 locations
- Ensure we do not fall below our KPI’s for each location
- Continuously learning/training for CRM & Marketing strategies
- Handling any automation errors
- (Documenting with Loom and sending to IT department if I cannot resolve)
- Daily auditing of phone calls of schedulers - to use in training meetings as examples to give corrections
- Assisting Administrative Asst with admin work for each patient scheduled
- Process weekly bonuses & audit before turning in every 1st of the month
- Scheduling walk-ins in the Frisco office
- Weekly meeting with the Sales department to go over any speed bumps and wins
- Coordinating work schedules for staff members.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance.
- Managed budgetary responsibilities while maintaining adequate staffing levels, securing necessary resources without compromising operational efficiency.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Cultivated strong relationships with key stakeholders to align call center objectives with overall company goals and strategies..
- Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
ASST. SERVICE MANAGER
PETE MANKINS NISSAN
06.2018 - 09.2018
- Maintaining an excellent relationship with the 2 accounts we picked up for full details on vehicles
- Managed 4-6 detailers and kept up with their hours as they were flagged
- Checked/stocked in new vehicles as they arrived off the trucks and writing up each one to get PDI’d/washed to be put on the lot
- Weekly meetings with the service advisors and techs
- Greeting every guest on the drive and writing up each guest
- Collecting payments from guests and account settlements
- Closed all internal tickets
- Ran errands: bank, bought tools, picking up customers or dropping off a guests vehicle at their home or work
- Managing the new IService program we had
- Making sure there were no glitches, since it was a new app
- Answering phones and giving updates to guests on their vehicles.
OUTREACH COORDINATOR
MODOMA
01.2018 - 05.2018
- Making confirmation calls/emails for the week, for events scheduled that week
- Booking events
- (1 a day, 5 days a week)
- Gathering the materials I would need for the event
- (massage chairs, sign-up sheet, face cradles, hand sanitizers, pens, stress surveys)
- Making drop-ins in the Frisco, Plano, and Dallas area
- (within 15-20 miles of each location)
- Maintaining relationships with all our contacts for the chair massages
- Managing massage therapists and payroll
- Making follow up calls with guests who wanted a certain location once it opened and with guests that wanted us to call back after a certain period of time for chair massages
- Making follow up calls after a guest has come in for their complimentary 30 minute table massage
- Daily video chats with the other care coordinators and manager, to go over stats and obstacles.
CARE COORDINATOR
MODOMA
01.2015 - 01.2018
- Greeting and welcoming every new patient
- Starting consultation and documenting everything that is causing them discomfort
- Explaining who we are and what we do at the clinic
- Directing them into an exam, on site, explaining the need for one
- Going over their insurance and explaining the cost of treatments
- Also what is covered and what isn’t covered with their insurance carrier
- Checking patients out with established protocols
- Reviewing the schedule for the following day and preparing accordingly
- Updating all logs and sending daily emails at the end of the day with daily/weekly/stats
- Making confirmation phone calls every morning
- Daily Video chats with other care coordinators and managers, to go over stats and obstacles.
GENERAL MANAGER
JIN OK LLC
03.2009 - 08.2014
- Opening and closing store
- Maintaining excellent relationships with all liquor and wine vendors
- Managing the books, making sure there are no deficits
- This includes, bank deposits, counting down all drawers, including check cashing drawer and payroll
- Receiving shipments of beer/liquor/wine
- Stocking shelves and cooler
- Checking ID’s
- Having a positive attitude with all customers.
Education
HIGH SCHOOL DIPLOMA -
Pleasant Grove High School
College -
Texas A&M - Texarkana
CERTIFIED YOGA INSTRUCTOR -
Skills
- Excellent communication
- Administrative skills
- Computer skills (Microsoft, Excel, CRM)
- Strong writing skills
- Clear communicative skills
- Conflict resolution skills
- Project management skills
- Ability to work under pressure
- Time Management
- Self-motivation
- Leadership
- Adaptability
- Sales Promotion
- Call Center Operations
- Workflow Management
- Talent Development
- Audit Support
- Call Monitoring
- Training and mentoring
- Staffing coordination
- Complaint resolution
- Technical Support
- Account Management
- Project Management
- Quality Assurance
References
- LOYD HALE, Modoma Owner, 214-325-3536
- JENNIFER DELAMORA, ABB HR, 682-208-8400
- ALYSEN WHITE, Previous Colleague, 469-525-9602
Timeline
Customer Service Manager
ABB Motor And Mechanical Inc
02.2021 - 02.2024
MARKETING & CALL CENTER MANAGER
Modoma
09.2019 - 11.2021
ASST. SERVICE MANAGER
PETE MANKINS NISSAN
06.2018 - 09.2018
OUTREACH COORDINATOR
MODOMA
01.2018 - 05.2018
CARE COORDINATOR
MODOMA
01.2015 - 01.2018
GENERAL MANAGER
JIN OK LLC
03.2009 - 08.2014
HIGH SCHOOL DIPLOMA -
Pleasant Grove High School
College -
Texas A&M - Texarkana