ERICA PELTZ
Aurora,Colorado
Summary
Results-driven Manager with a proven track record of over 15 years in strategic planning and problem-solving. Expertise in optimizing resource allocation to drive scalable operations and boost profitability. Known for exceptional organizational skills, a systematic approach, and a talent for building strong relationships and leading high-performing teams. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Anthem Blue Cross Blue Shield
Denver, CO
05.2024 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Administrative Assistant
H&r Block
Denver, CO
02.2024 - 04.2024
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Conducted research online utilizing search engines such as Google or Yahoo!.
- Handled confidential documents in an organized fashion according to established protocol.
- Scheduled appointments between clients and customers and internal staff members.
- Monitored progress on projects assigned by upper management.
- Handled incoming calls and directed callers to appropriate department or employee.
STORE MANAGER
Circle K
Northglenn, CO
05.2022 - 09.2023
- Maintained product quality through stockroom management and damaged item disposal
- Monitored and addressed performance gaps in employee performance
- Provided customer service to boost sales and minimize shrinkage
- Managed cash, bank deposits, and exceeded team goals
- Controlled inventory loss through tracking, audits, and cycle counts
- Demonstrated product knowledge and supported promotions
- Optimized workflow by hiring, managing, and developing top talent
- Improved employee retention by 30% and attendance by 75%
- Increased revenue by 3%
STORE MANAGER
Monfort Company
Denver, CO
01.2021 - 05.2022
- Resolved customer concerns promptly, building trust and satisfaction
- Provided customer service, boosting sales and reducing shrinkage
- Managed sales, cash reconciliation, and bank deposit procedures
- Leveraged customer feedback to enhance operations and ensure satisfaction
- Led and implemented customer service initiatives, exceeding team goals
- Oversaw inventory through cycle counts, audits, and loss control
- Cultivated relationships with key stakeholders for business growth
- Mentored associates in daily tasks and procedures
- Created and managed weekly schedules within budgetary guidelines
- Evaluated store performance and executed improvement plans
- Recruited, developed, and managed high-performing teams to improve workflow
- Achieved a 6% revenue increase
STORE MANAGER
GPM Investments
Monument, CO
02.2020 - 01.2021
- Maintained product quality by overseeing stock and handling damaged items
- Improved workplace safety and productivity through process enhancements
- Monitored and addressed employee performance gaps
- Managed sales, cash reconciliation, and bank deposits
- Fostered customer loyalty through friendly and knowledgeable service
- Controlled inventory and conducted physical counts to minimize losses
- Provided up-to-date product information and promotions to customers
- Developed store strategies to achieve performance and sales goals
- Managed store signage and displays
- Trained and mentored associates in daily tasks and procedures
- Implemented customer service initiatives to exceed goals and resolve issues
- Enhanced customer satisfaction and store operations through problem-solving
- Achieved a 13% revenue increase
STORE MANAGER
7-Eleven
Denver, CO
08.2018 - 03.2020
- Improved workplace safety and productivity through process enhancements
- Monitored and addressed employee performance gaps
- Managed sales, cash reconciliation, and bank deposits
- Exceeded team goals through customer service initiatives
- Controlled inventory losses via tracking and audits
- Maintained visually appealing product displays
- Ensured operational standards through opening and closing duties
- Trained and mentored associates in daily tasks and procedures
- Scheduled staff for optimal floor coverage within budgetary constraints
BANQUET MANAGER
Holiday Inn & Suites AT&T
Denver, CO
06.2017 - 08.2018
- Managed food preparation, delivery, and quality for client satisfaction
- Scheduled food and beverage service staff
- Budgeted and negotiated event costs with clients
- Coordinated with external vendors for seamless event execution
- Oversaw event operations, addressing issues and solving problems
- Developed custom packages for various event types
- Recruited, trained, and mentored event staff
- Collaborated with kitchen staff for logistics planning
- Maintained inventory records and analyzed event expenses
- Orchestrated event space setup and cleanup
- Led recruitment and interviews for new employees
- Coached staff for improved performance and customer relations
- Delegated tasks, set priorities, and goals for the team
- Ensured operational standards during openings, closings, and shifts
- Resolved guest issues and complaints
- Managed and updated client accounts
BANQUET MANAGER
Marriott
Denver, CO
05.2013 - 06.2017
- Oversaw food preparation, delivery, and quality for customer satisfaction
- Managed employee schedules for food and beverage services
- Directed staff during events and proactively solving problems
- Planned room layouts and staff schedules based on banquet event orders
- Trained and hired staff, ensuring policy compliance and regulations
- Coordinated with kitchen staff for efficient food and beverage logistics
- Mentored and coached banquet setters and event personnel
- Managed inventory and stocked items for events
- Organized buffet equipment and food displays
- Led recruitment, interviews, and new employee training
- Delegated tasks and set priorities for staff
- Ensured operational standards during opening, closing, and shift changes
CATERING MANAGER
Elitch Gardens
Denver, CO
05.2011 - 05.2013
- Orchestrated catering teams, fostering client referrals and satisfaction
- Oversaw menu customization and led food service training initiatives
- Strategically procured supplies, minimizing waste and controlling costs
- Analyzed market trends to craft competitive proposals
- Uphold impeccable cleanliness and safety standards
- Delegated tasks and provided strong leadership
- Addressed customer needs, resolved issues, and sought feedback
- Mentored new hires, ensuring they met company standards
- Monitored safety compliance and coached staff for peak performance
- Ensured top-notch food quality and presentation
- Clearly communicated training goals and expectations to trainees
HR MANAGER
ISR
Denver, CO
03.2004 - 04.2010
- Managed workers' compensation, retirement program, and benefits administration
- Conducted HR training, enhancing efficiency and reducing delays
- Led new employee orientation and coached on company policies
- Proactively resolved complex HR issues impacting operations
- Spearheaded recruitment efforts, maintained personnel records, and optimized processes with data analytics
- Improved services, resulting in increased hiring rates and reduced turnover
- Advised leadership on various matters, including transparent hiring policies
- Cultivated relationships with referral agencies for a strong applicant pool
- Collaborated on performance, development, and compensation strategies
- Conducted exit interviews and promoted a positive work environment
- Adapted to emerging business needs and handled confidential information
- Provided HR consultation to leadership and department heads
Education
SOME COLLEGE (NO DEGREE) -
THPickens
Aurora01.2016
HIGH SCHOOL DIPLOMA -
Maryville High School
Maryville, MO05.1994
Skills
- Shift Scheduling
- Cash Management
- Recruiting and Hiring
- Policies and Procedures
- Multitasking and Organization
- Documentation and Reporting
- Verbal and Written Communication
- Data Entry
- Scheduling
- Inbound and Outbound Calling
- Paperwork Processing
- Appointment Scheduling
- Refunds processing
- Research
- Live chat support
- Microsoft Excel
- Microsoft PowerPoint
- Shipping and receiving understanding
- Calm Demeanor
- Team Development
- Credit adjustments
- Warehousing functions
- Filing
- Banking operations support
- In-store support
- Money handling abilities
- Office equipment proficiency
- Sales expertise
- Typing proficiency
- Recordkeeping strengths
- Quality Control
- Positive and professional
Timeline
Customer Service Representative
Anthem Blue Cross Blue Shield
05.2024 - Current
Administrative Assistant
H&r Block
02.2024 - 04.2024
STORE MANAGER
Circle K
05.2022 - 09.2023
STORE MANAGER
Monfort Company
01.2021 - 05.2022
STORE MANAGER
GPM Investments
02.2020 - 01.2021
STORE MANAGER
7-Eleven
08.2018 - 03.2020
BANQUET MANAGER
Holiday Inn & Suites AT&T
06.2017 - 08.2018
BANQUET MANAGER
Marriott
05.2013 - 06.2017
CATERING MANAGER
Elitch Gardens
05.2011 - 05.2013
HR MANAGER
ISR
03.2004 - 04.2010
SOME COLLEGE (NO DEGREE) -
THPickens
HIGH SCHOOL DIPLOMA -
Maryville High School
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