Summary
Overview
Work History
Education
Skills
Educationcertifications
Timeline
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Erica Smith

Erica Smith

Rochester,MI

Summary

Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive sales leader with good planning and organizational skills.

Overview

9
9
years of professional experience

Work History

Account Executive | Team Leadership

Exp Realty
05.2023 - Current
  • Analyzed customer data to develop targeted campaigns that increased customer loyalty and retention rates.
  • Attended networking events to build relationships with potential customers.
  • Participated in training sessions on topics related to sales techniques or industry regulations.

Workforce Management Coordinator (Supervisor)

Volkswagen Corporate
05.2022 - 11.2023
  • The Workforce Coordinator role tracks and analyzes queue volume, productivity, patterns, service levels and staffing levels to help ensure the call center meets KPIs
  • This role works closely with the Group WFM Analysts
  • Monitor daily queue activities using CMS and Aspect RTA and WFM Systems
  • Utilize Workforce Management tools to optimize agent performance so that service level goals can be met and/or exceeded

Customer Service Representative

Proctor Financial
Troy, Michigan
05.2021 - 05.2022
  • Operated successfully in a fast-paced call center environment
  • Handled all homeowner phone calls
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Supervisor/ Quality control

Phoenix Industrial Services (Precision)
Inkster, MI
03.2016 - 05.2021
  • Managed a team of 12 welders and mentored daily productivity
  • Implemented modifications to improve overall effectiveness of the team
  • Monitored employee productivity and provided feedback
  • Trained employees on daily tasks, goals, and safety procedures
  • Ensured quality standards were upheld
  • Interpreted blueprints and created products in accordance with the blueprint

Education

Bachelor of Science - Communication

Wayne State University
Detroit, MI
10.2024

High School Diploma -

Southfield High School
01.2009

Skills

  • Operations Management
  • Cross-functional team leadership
  • Goal Setting
  • Pipeline building
  • Sales Development
  • Client Account Management
  • Account Management

Educationcertifications

  • Southfield High School, High School Diploma, 06/01/09
  • Wayne State University, Bachelor of Science in Communication, In Progress
  • EXP Realty, Licensed Realtor

Timeline

Account Executive | Team Leadership

Exp Realty
05.2023 - Current

Workforce Management Coordinator (Supervisor)

Volkswagen Corporate
05.2022 - 11.2023

Customer Service Representative

Proctor Financial
05.2021 - 05.2022

Supervisor/ Quality control

Phoenix Industrial Services (Precision)
03.2016 - 05.2021

Bachelor of Science - Communication

Wayne State University

High School Diploma -

Southfield High School

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Erica Smith