Erica Pulsoni Draper
Bowdoin,ME
Summary
Strong leader 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
13
13
years of professional experience
Work History
Practice Manager
Aspen Dental
01.2023 - Current
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Spearheaded and implemented new projects to expand scope of engagement.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Retail General Manager
Verizon Wireless
09.2021 - 12.2022
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Collaborated with cross-functional teams to develop innovative solutions.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Operations Manager, Customer Experience
Asurion
02.2021 - 09.2021
- Developed systems and procedures to improve operational quality and team efficiency.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Operations Manager II, Supply Chain
Wayfair
08.2020 - 02.2021
- Established performance and service goals and held associates accountable for individual performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- 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.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
District Sales Manager
Sprint
03.2019 - 08.2020
- Coached Sales Managers and Assistant Managers in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Assessed each location's individual and team performances, analyzing data trends to determine best methods to improve sales results.
- Worked diligently with dealers and management teams to forge lasting relationships and assist in solving unique business problems.
- Surpassed business sales targets by devising, deploying and optimizing sales strategies.
Customer Service Call Center Manager
T-Mobile
12.2017 - 02.2019
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Retail Sales Manager
AT&T Mobility
08.2013 - 12.2017
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Trained team members in successful strategies to meet operational and sales targets.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Organized promotional events and interacted with community to increase sales volume.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Assistant Store Manager
Sprint
07.2010 - 08.2013
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of opportunity.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Education
Bachelor of Science - Psychology
University of Maine
Orono, MEMBA - Organizational Leadership
Purdue University
Skills
- Performance Tracking and Evaluations
- Process Change Improvements
- Managing Operations and Efficiency
- Change Management Process
- Team Relationships
- Leading Organizational Change
- Operational Efficiency
- Employee Engagement
Timeline
Practice Manager
Aspen Dental
01.2023 - Current
Retail General Manager
Verizon Wireless
09.2021 - 12.2022
Operations Manager, Customer Experience
Asurion
02.2021 - 09.2021
Operations Manager II, Supply Chain
Wayfair
08.2020 - 02.2021
District Sales Manager
Sprint
03.2019 - 08.2020
Customer Service Call Center Manager
T-Mobile
12.2017 - 02.2019
Retail Sales Manager
AT&T Mobility
08.2013 - 12.2017
Assistant Store Manager
Sprint
07.2010 - 08.2013
Bachelor of Science - Psychology
University of Maine
MBA - Organizational Leadership
Purdue University
Similar Profiles
Grant W Sims DDSGrant W Sims DDS
Associate Dentist at Philco Dental Group/Aspen Dental Central ILAssociate Dentist at Philco Dental Group/Aspen Dental Central IL
Brittany PurnellBrittany Purnell
Operations Lead at Aspen DentalOperations Lead at Aspen Dental
SAMUEL SUSAMUEL SU
Dental Assistant and Hygiene Assistant at Aspen DentalDental Assistant and Hygiene Assistant at Aspen Dental
Amer AbdallehAmer Abdalleh
Dental Lab Technician at Aspen DentalDental Lab Technician at Aspen Dental
Christian PalmerChristian Palmer
Salesperson at Lee's Tire WholesaleSalesperson at Lee's Tire Wholesale