Erica A. Michaels
Macon,GA
Summary
Goal-oriented Customer Service Leader with 15+ years of experience in leadership roles. 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. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
12
12
years of professional experience
Work History
Service Supervisor
Geico
Macon, GA
11.2020 - Current
- Took ownership of customer issues and followed problems through to resolution.
- Manage monthly customer service metrics; evaluate call volumes and customer complaints; develop and implement plans to correct deficiencies in service.
- Strengthen relationships with key internal staff across multiple departments to optimize customer service processes and procedures.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Key Contributions:
- Improved skills of team members and enhance productivity/efficacy by motivating, inspiring, and developing high-performing teams by leveraging expertise acquired from supervisor preparation curriculum, development seminars, and management forums.
- Consistently ranked in top quartiles as supervisor and team
- Earned multiple recognition opportunities as supervisor of week and month due to exceptional performance and service delivery.
- Avoided call escalations via effective management of supervisor calls/difficult conversations.
Claims Supervisor - Management Development
GEICO
Macon, GA
01.2019 - 11.2020
- Drafted and reviewed legal documents utilizing knowledge of relevant clauses to minimize incurred liability.
- Worked with private investigators and attorneys on preparation of evidence, witness statements and other documentation in preparation for trial.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Negotiated bodily injury settlement agreements to resolve disputes up to $100,000.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
Assistant Front Office Manager
Loews Atlanta Hotel
Atlanta, GA
11.2017 - 04.2019
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Supervised payroll corrections for accuracy and duplications.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Partnered with VIP Services Manager to coordinate VIP arrivals/departures.
- Interacted with customers by phone, email, or in-person to provide information.
- Prepared agendas and took notes at meetings to archive proceedings.
- Key Contributions:
- Commended for offering world-class front desk services to hotel guests.
- Contributed to daily room revenue optimization deployment of appropriate yield management sales strategies.
- Improved performance of all guest service staffs by monitoring and providing rigorous training, with improvement in surveys by 30%.
Assistant Front Office Manager
Diamond Resorts Int’l
Williamsburg, VA
03.2017 - 11.2017
- Oversaw all aspects of front office operations, PBX, and night audit
- Recruited competent front desk-related staff as and delivered necessary job specific orientation and training
- Processed monthly/weekly payroll, vacations requests, and incentive payments
- Strengthened employee morale and engagement by developing and executing strategies.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Monitored customer service trends and provided insights to management team for further improvement.
- Key Contributions:
- Responded to all guest surveys within 48 hours to quickly address guest issues and/or praises, as well as compensating visitors in accordance with Diamond Resorts' philosophy.
- Increase Check In/Check Out score by 20% in collaboration with multiple teams.
Overnight Manager
The Ritz, Carlton
Miami, FL
01.2016 - 11.2017
- Directed hotel operations and held nightly briefings with staff from all evening divisions to ensure smooth functioning.
- Implemented company loss prevention and security policies during after-hours and encouraged employees to adhere to safety policies and procedures to reduce threats.
- Reconciled guest accounts/billing and issues/credit postings
- Redressed disagreements, resolved grievances, and negotiated with other parties.
- Key Contributions:
- Resolved service-related difficulties in 90% same day.
- Promoted hotel brand's loyalty scheme through consistent training of team to improve brand and service knowledge.
- Improved check in and out process by 20%.
CEO
Diamond Hospitality Services, Inc
Williamsburg, Virginia
03.2011 - 09.2017
- Recruiting & Staffing (luxury condo and apartment buildings: front desk, concierge, front office, etc.)
- Key Responsibilities:
- Employed leadership abilities to train, inspire, and motivate staff, while adhering to necessary documentation and procedures
- Managed financial accounting functions i.e., processing/tracking receivables, payables, payroll, bank account reconciliation, and regular deposits.
- Monitored all service levels provided by employees to residents, guests and management.
- Key Contributions:
- Achieved buildings’ goals by executing strategies for front desk, parking, and concierges.
- Fostered work environment that promoted teamwork, recognition, mutual respect and employee satisfaction.
- Minimized customer complaints by introducing methods of continuous improvement.
Education
Master of Science - Hotel Management
Florida International University
Miami, FL08.2014
Bachelor of Science - Hospitality & Tourism Management
Strayer University
Atlanta, GA05.2012
Skills
- Operations Administration
- Business Development
- Policy & Procedure Development
- Performance Improvement
- Program Management
- Live Chat/Salesforce
- Employee Satisfaction & Retention
- Relationship Building
- Customer Service
- Team Leadership & Mentoring
- Hospitality Management
Timeline
Service Supervisor
Geico
11.2020 - Current
Claims Supervisor - Management Development
GEICO
01.2019 - 11.2020
Assistant Front Office Manager
Loews Atlanta Hotel
11.2017 - 04.2019
Assistant Front Office Manager
Diamond Resorts Int’l
03.2017 - 11.2017
Overnight Manager
The Ritz, Carlton
01.2016 - 11.2017
CEO
Diamond Hospitality Services, Inc
03.2011 - 09.2017
Master of Science - Hotel Management
Florida International University
Bachelor of Science - Hospitality & Tourism Management
Strayer University
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