Erica McMillian
Spring,TX
Summary
Achievements include improved customer satisfaction scores, increased service quality and reduced call times. Forward-thinking professional adept at developing and implementing successful policies to meet changing demands.
Overview
8
8
years of professional experience
Work History
Business Analyst/Senior Project Coordinator
Enterprise Management Consulting LLC
Houston, TX (Remote)
08.2022 - Current
- Submitted project deliverables to clients, consistently adhering to quality standards.
- Provided technical support for existing reports, dashboards or other tools.
- Collaborated with stakeholders to define features, integrations and partnerships.
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
Customer Care Specialist, Dealer Sales
Cox Automotive, Inc.
Atlanta, GA (Remote)
04.2021 - 03.2023
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Delivered customer support to high call load each shift.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Exceeded company productivity standards on consistent basis.
Call Center Manager
Johns Hopkins University, Transportation Operation
Baltimore, MD
08.2019 - 05.2021
- Set and managed performance benchmarks for call center employees.
- Used automated call center customer survey and tracking system to gain valuable feedback for continuous improvement efforts.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Merchandise Processor
DSW Shoe Warehouse
Gainesville, FL
08.2017 - 08.2019
- Opened and inspected boxes to evaluate product accuracy and quality.
- Organized, tagged and moved merchandise for use on sales floor.
- Prepared work orders, bills of lading or shipping orders to route materials.
- Kept detailed track of order inventories and verified timing and specifications of additional orders based on known customer preferences.
Lead Customer Service Representative
SEKO Worldwide
Elkridge, MD
04.2017 - 06.2017
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Conducted regular performance reviews of associates and used results to identify knowledge or skill gaps.
- Managed key account service, providing exceptional support to foster loyalty and retention.
Lead Customer Service Representative
Hertz Rental Car
Hanover, MD
09.2016 - 04.2017
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Answered customer requests with information about product availability, shipping information and status updates.
- Patrolled parking areas and monitored car safety to prevent theft and damage.
- Directed motorists to parking areas or parking spaces with hand signals or flashlights.
Fulfillment Associate
Amazon
Baltimore, MD
01.2016 - 08.2016
- Operated handheld scanners to track merchandise throughout fulfillment process.
- Located merchandise from shelves and storage areas to fill orders.
- Coordinated with other associates on day-to-day work activities to drive productivity and achieve operational objectives.
- Filled orders according to defined standards using standard picking system.
Education
High School Diploma -
Meade Senior High School
Ft. Meade, MD05.2009
Skills
- Business & Administrative Management
- Quality Assurance & Control
- Project Planning and Coordination
- Productivity Benchmarks
- Operational Reporting
- Stakeholder Relations
- Expertise in Microsoft, CRM and ERP Software
- Supply Chain Operations
- Fleet Management
- Capital and Resource Allocation
- Business Requirements Analysis
- Process Development & Optimization
- Transportation Management
Timeline
Business Analyst/Senior Project Coordinator
Enterprise Management Consulting LLC
08.2022 - Current
Customer Care Specialist, Dealer Sales
Cox Automotive, Inc.
04.2021 - 03.2023
Call Center Manager
Johns Hopkins University, Transportation Operation
08.2019 - 05.2021
Merchandise Processor
DSW Shoe Warehouse
08.2017 - 08.2019
Lead Customer Service Representative
SEKO Worldwide
04.2017 - 06.2017
Lead Customer Service Representative
Hertz Rental Car
09.2016 - 04.2017
Fulfillment Associate
Amazon
01.2016 - 08.2016
High School Diploma -
Meade Senior High School
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