Erica McPherson
Hunlock Creek,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
21
21
years of professional experience
Work History
Sales and Service Representative
Verizon
12.2019 - Current
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Retention Team Lead
Frontier Communications
10.2013 - 12.2019
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Educated staff on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Telemarketing Team Lead
Direct Energy
11.2011 - 10.2013
- Worked different stations to provide optimal coverage and meet production goals.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Trained new team members by relaying information on company procedures and safety requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
Outbound Telesales Supervisor
Frontier Communications
Dallas, Pennsylvania
01.2004 - 04.2011
- Monitored call quality, speed, and effectiveness of each team member and developed improvement plans to help each agent reach full potential.
- Maximized productivity by directing training and mentoring of each employee.
- Collaborated with upper management about ways to improve customer experience and increase sales.
- Scheduled and monitored sales team members' workloads to meet customer needs.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
Education
Bachelor of Science - Business Administration And Management
American InterContinental University
Schaumburg, IL05-2006
Skills
- Cold calling
- Goal oriented
- Performance tracking
- Sales consultation
- Sales closing
- Objection handling
- Product and service knowledge
- Performance improvement
- Exceeds sales goals
- Customer retention
- Customer success management
- Product and service sales
- Customer needs assessment
Timeline
Sales and Service Representative
Verizon
12.2019 - Current
Retention Team Lead
Frontier Communications
10.2013 - 12.2019
Telemarketing Team Lead
Direct Energy
11.2011 - 10.2013
Outbound Telesales Supervisor
Frontier Communications
01.2004 - 04.2011
Bachelor of Science - Business Administration And Management
American InterContinental University
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