ERICA THOMAS
Hughesville,MD
Summary
Dedicated and growth-oriented professional with over a decade of hands-on experience in administrative and customer service domains. Proficient in orchestrating seamless communications and delivering exceptional customer care, possessing a demonstrated track record of enhancing client satisfaction. Adept at evaluating departmental operations and metrics, Excelling in identifying and addressing organizational needs, and collaborating closely with management to ensure the attainment of company objectives. Expertise extends to adeptly resolving complex matters and cultivating robust relationships with customers, contributing to a positive, productive, and engaging work environment.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Substitute Teacher
Charles County Public Schools
01.2021 - Current
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Provided instruction for students in core subject areas.
Relationship Specialist/Recruiter
Easter Seals
05.2022 - 01.2023
- Build brand awareness through campaigns that establish the company's presence
- Strategize to build and retain market share
- Create and update marketing materials increasing the talent pool by 67%
- Engage with customers to generate and close sales increasing revenue by 34%
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Advertised job opportunities on social media platforms and job boards.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
- Reviewed 300+ resumes a day to determine candidate credentials
- Completed talent acquisition and management for 37+ internal and external placements.
- Recruited and staffed for a wide variety of industries and position to include medical, technical, construction and transportation.
Customer Relations/HR Generalist
Wilenca Inc
01.2010 - 01.2018
- Developed communication and marketing plan and leveraged talent acquisition tools, resources, and campaigns to source and attract top talent.
- Sourced and screened candidates for restaurant and hospitality roles and worked with hiring managers to coordinate interviews, offers, and onboarding.
- Reviewed employment applications and background check reports to facilitate hiring process.
- Negotiated contracts and managed budget for recruiting expenses reducing operating cost by 23%.
- Strengthened customer relationships by listening to customer concerns and prioritizing service requirements.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
Indirect Sales/Customer Support
Nextel
02.2005 - 03.2008
- Utilized Customer Relationship Management (CRM) software to gather and analyze customer information and facilitate retention campaigns.
- Increased sales volume by 34% and expanded product line to new retailers.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Analyzed team performance and identified opportunities for additional training.
- Drove quality assurance (QA) from an average of 75% to 91%
- Assisted with annual performance reviews for each team representative
- Conducted interviews for potential hires
- Meet and exceed goals each.
- Educated clients on proper use of products and systems.
- Supported productivity increase and business growth through new hire training and mentoring.
Staffing Specialist
Manpower International
09.2001 - 02.2005
- Took ownership of total candidate experience by designing, managing, and maintaining rapport, positive relationships, and outstanding brand association
- Sourced candidates using a variety of search methods to build a robust candidate pipeline
- Screened candidates by reviewing resumes and job applications and performing phone screenings
- Successfully placed matched candidates utilizing behavioral interview methodologies coupled with strategic job analysis
- Coached and counseled staff to ensure quality performance and job satisfaction
- Managed Fortune 500 business accounts
- Practiced ISO 9000 compliance standards.
Education
Communications Public Relations -
Alabama State University
Montgomery, ALSkills
- SAP Software Proficiency
- Sales Support Functions
- Diplomatic Issue Resolution
- Team Building and Training
- Cross-Functional Team Player
- De-escalation
- Performance Management
- Technical Expertise
- Recruitment and Retention Strategies
- Employment Law
- Human Resources Management Systems
- Assessments and Qualifications
- Employee Handbook Development
- ADP Workforce Now
- Key Partnership Management
- Sales and Marketing
- Issue and Complaint Resolution
- Contact Follow-Up
- Trained in Salesforce
- Process Improvement
- Client Needs Assessment
- Cultural Awareness
- Microsoft Office
- CRM Tracking
- Business Development
- Remote Learning
Affiliations
- Toastmasters
Certification
- The University of Minnesota
Carlson Graduate School of Management
Recruiting, Hiring and Onboarding Certification
- Career Coach and Navigator Professional Certificate
Goodwill Industries
- Google Business Intelligence Professional Certificate
In Progress
Volunteer Work
Volunteer | St Mary's Bryantown Catholic School | 2014 – Present
Volunteer | Congenital Heart Foundation | 2013 - Present
Volunteer | Charles County Public Schools Community Engagement Task Force | 2022 – Present
Volunteer | Various Military Installations in Family Readiness | 2007 - Present
Licenses
Commissioned Notary Public
Maryland Exp. 2027
Maryland State Driver's License
Expiration 02/2028
Timeline
Relationship Specialist/Recruiter
Easter Seals
05.2022 - 01.2023
Substitute Teacher
Charles County Public Schools
01.2021 - Current
Customer Relations/HR Generalist
Wilenca Inc
01.2010 - 01.2018
Indirect Sales/Customer Support
Nextel
02.2005 - 03.2008
Staffing Specialist
Manpower International
09.2001 - 02.2005
Communications Public Relations -
Alabama State University
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