Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Erica Stansberry

Knoxville,TN

Summary

Detail-oriented and proactive operations leader with 15+ years of experience in customer service, team management, and administrative operations. Proven success in leading high-performing teams, handling escalations, and optimizing workflows. Licensed in Life Insurance, and ISC2 Certified in Cybersecurity with a passion for process improvement and performance analysis. Adept at cross-functional collaboration and leveraging data to drive results.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Leasing Manager

Ball Homes
07.2024 - Current
  • Strengthen tenant relationships through consistent communication and service excellence.
  • Manage lease compliance, accurate data handling, and pricing strategies based on market research.
  • Foster team collaboration to resolve issues quickly and uphold operational standards.

Sales Manager (Remote)

Conduent
07.2023 - 07.2024
  • Led a remote sales and support team focused on secure, compliant client interactions.
  • Coached team members on performance metrics and developed training tools for risk-aware operations.
  • Analyzed operational KPIs to improve service outcomes and reduce inefficiencies.

Guest Engagement Specialist Tier 2

Stand Out For Good
01.2022 - 07.2023
  • Handled complex customer escalations via digital platforms with attention to data security.
  • Contributed to QA initiatives and supported process improvements across guest services.
  • Delivered training sessions to enhance support quality and response time.

Office Administrator

Vital Records Control
06.2018 - 11.2021
  • Supervised secure records handling and ensured compliance with data protection standards.
  • Partnered with IT and compliance teams to audit workflows and improve confidentiality protocols.
  • Mentored junior staff and ensured smooth operational execution across departments.

Customer Service Representative Team Lead

JTV
05.2017 - 04.2018
  • Led frontline support team and managed escalated service issues.
  • Tracked team KPIs including adherence, quality, and handle time to meet service benchmarks.
  • Provided feedback and coaching to enhance individual and team performance.

Education

High School Diploma -

Coloma High School
Coloma, MI
01.2008

Skills

  • Team Leadership & Development
  • KPI & SLA Monitoring
  • Escalation Management
  • Compliance & Risk Awareness
  • Quality Assurance Coaching
  • Customer Experience Improvement
  • Data Analysis & Performance Trends
  • Payroll Support Knowledge
  • Cross-Functional Coordination
  • Licensed Life Insurance Agent
  • Salesforce
  • Oracle
  • Microsoft Office
  • POS
  • Five9
  • Slack
  • Data Entry
  • Workflow Tools

Certification

  • ISC2 Certified in Cybersecurity, Course Completion
  • Licensed Life Insurance Agent, Active

Timeline

Leasing Manager

Ball Homes
07.2024 - Current

Sales Manager (Remote)

Conduent
07.2023 - 07.2024

Guest Engagement Specialist Tier 2

Stand Out For Good
01.2022 - 07.2023

Office Administrator

Vital Records Control
06.2018 - 11.2021

Customer Service Representative Team Lead

JTV
05.2017 - 04.2018

High School Diploma -

Coloma High School

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