Erica Reeves
Columbus
Summary
Strategic operations and customer service leader with extensive experience overseeing call center environments. Proven ability to lead teams, and resolve escalated customer concerns. Adept at problem solving in fast paced environments, implementing process improvements and ensuring consistent reliable service delivery.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Assistant Director
Columbus Yellow Cab
Columbus
07.2024 - Current
- Assist the director in managing daily operations, ensuring timely dispatch of vehicles and optimizing route efficiency for improved service delivery.
- Develop and implement training materials for staff, enhancing service standards and improving employee performance metrics.
- Coordinate scheduling and communication between drivers and dispatch, which streamlined operations and reduced response times.
- Analyze customer feedback to identify areas for improvement, resulting in enhanced customer satisfaction and retention rates.
- Provide support in developing marketing strategies that increased brand visibility and attracted new customers to the service.
- Assist in developing strategic plans to meet organizational goals and objectives.
- Oversee recruitment process including interviewing candidates, making hiring decisions and onboarding new hires.
- Provide guidance to departmental staff in resolving customer complaints.
- Create and maintain reports on operational performance metrics.
- Oversee employee relations issues such as grievances, disciplinary actions and terminations.
- Maintain close relationships with key stakeholders while managing expectations.
- Conduct training sessions on new processes or products for internal staff members.
- Develop and maintain relationships with external partners and vendors.
- Address customer complaints and resolve service issues in a timely and professional manner.
- Monitor trip activity, customer requests, and operational workflows to ensure efficient service delivery and compliance with partner program guidelines.
Hospice Clinical Team Assistant
Capital City Hospice
Columbus
11.2022 - 02.2024
- Assisted the clinical team in coordinating patient care plans, enhancing the efficiency of service delivery.
- Managed patient scheduling and documentation processes, ensuring compliance with healthcare regulations and policies.
- Supported interdisciplinary team meetings by preparing agendas and documenting action items for follow-up.
- Maintained databases and spreadsheets with up-to-date information.
- Recorded audits following a patient admit and/or discharge.
- Provided training and ongoing support to new hires.
- Answered incoming calls and directed them to appropriate personnel.
- Responded promptly to customer inquiries via phone or email.
- Created PowerPoint presentations for team projects.
- Maintained filing systems of confidential documents.
Independent Care Provider
Franklin County Board of DD
Columbus
11.2017 - 11.2023
- Provided personalized care and support to individuals with developmental disabilities, enhancing their daily living skills and independence.
- Developed and implemented individualized care plans, ensuring compliance with safety and health regulations for optimal patient outcomes.
Director of Operations
I to I Supports
Columbus
06.2010 - 06.2017
- Oversaw daily operations to ensure efficiency and compliance with company policies.
- Collaborated with department heads to align strategies with organizational goals.
- Implemented process improvements to enhance workflow and reduce operational costs.
- Coordinated new staff training and development.
- Reviewed and updated policies and procedures per contract rules and regulations.
- Supervised and managed employees
- Development of
Education
Bachelor of Science - Health Administration
University of Phoenix
Tempe, AZ 02.2006 - 02.2010
Skills
- Operational management
- Performance analysis
- Employee training
- Strategic planning
- Microsoft Office (Word, Excel, PowerPoint)
- Customer Service & Conflict Resolution
- Attention to Detail
- Time Management
- Data Entry & Documentation Accuracy
Certification
- Certified CPR and First Aid Instructor
- Certified PASS class instructor
- Certified Defensive Driver Trainer
Timeline
Assistant Director
Columbus Yellow Cab
07.2024 - Current
Hospice Clinical Team Assistant
Capital City Hospice
11.2022 - 02.2024
Independent Care Provider
Franklin County Board of DD
11.2017 - 11.2023
Director of Operations
I to I Supports
06.2010 - 06.2017
Bachelor of Science - Health Administration
University of Phoenix
02.2006 - 02.2010