Erica Underwood
Houghton Lake,MI
Summary
Personable and dedicated customer service representative with experience in the industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Retail Department Manager
The Home Depot Inc
Houghton Lake, MI
12.2019 - Current
- Resolved customer complaints in a timely manner, documented issues in the CRM system.
- Assisted customers with selecting appropriate products based on their individual needs or preferences.
- Evaluated employee performance metrics such as average ticket size or total units sold per hour.
- Monitored store operations for compliance with safety regulations, health codes and security standards.
- Resolved customer complaints in a professional manner while adhering to company policies.
- Conducted performance reviews, provided feedback and coached employees on ways to improve their skills.
- Established relationships with key vendors to negotiate pricing discounts for merchandise purchases.
- Proposed or approved modifications to project plans.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Property Manger / Consultant
Ek properties & consulting
Houghton Lake, MI
05.2012 - 03.2020
- Managed multiple projects simultaneously ensuring timely completion within budget constraints.
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
- Reviewed existing policies and procedures to suggest necessary improvements.
- Collaborated with clients to develop action plans to address specific challenges and objectives.
- Evaluated existing systems and processes against industry best practices to enhance efficiency.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Audited company's legal documents to verify compliant policies and procedures.
- Organized client meetings to provide project updates.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Maintained accurate records of all client interactions, correspondence, and agreements.
- Ensured that all paperwork was completed accurately prior to closing a real estate transaction.
- Coordinated with appraisers, home inspectors, contractors, lawyers, title companies, and surveyors as needed.
- Negotiated terms and conditions on behalf of clients in real estate transactions.
- Drafted contracts and other documents related to property transactions.
- Handled customer inquiries regarding available listings, pricing, financing options.
- Organized open house events for potential buyers or renters of properties.
- Researched comparable sales data to assess the current market value of a given property.
- Scheduled appointments with clients to discuss their specific needs in a property purchase or lease agreement.
- Provided advice and assistance to customers regarding property purchases and sales.
- Conducted market research to determine the value of properties.
- Promoted active listings through social media marketing, open houses and newsletters.
- Communicated with clients to determine property needs and budget constraints.
Legal Secretary
Law office of Attorney Fredrick J. Coleman
Detroit, MI
08.2013 - 04.2019
- Greeted visitors to the office in a professional manner while providing support to attorneys as needed.
- Transcribed dictation from audio recordings into written form utilizing digital recording equipment.
- Answered incoming calls from clients and attorneys to provide assistance or route calls to appropriate personnel.
- Prepared correspondence, memos, reports and other legal documents using Microsoft Word.
- Organized case files by creating and maintaining document filing systems for easy retrieval of information.
- Drafted, edited and finalized legal documents such as contracts, pleadings and motions.
- Maintained attorney calendars by keeping track of appointments, meetings and conferences.
- Coordinated court filings including scheduling hearings, filing deadlines and calendaring events.
- Photocopied all correspondence, documents and other printed materials.
- Processed summonses, subpoenas and complaints.
- Coordinated and scheduled meetings and telephone conferences.
- Processed and distributed invoices to bill clients.
- Composed and revised legal documents, letters, depositions and court documents.
- Drafted letters and prepared legal correspondence for attorneys and legal assistants.
- Assisted in maintaining department attorney personnel files with utmost confidentiality.
- Acted as liaison between clients, vendors and attorneys.
- Checked office supplies stock and placed orders to maintain levels.
- Mailed and arranged for delivery of legal correspondence to clients, witnesses and court officials.
- Organized and prioritized caseloads for attorneys.
- Proofed documents and submitted to attorneys for review.
- Received and disbursed incoming mail.
- Processed electronic or physical court filings for attorney's practice.
- Mentored junior team members and managed employee relationships.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Ordered catering or restaurant delivery to offer food and beverages to meeting and conference attendees.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
- Facilitated communications by forwarding emails, transferring calls and filing documents.
Legal Secretary
Gary Segatti and Associates
Southfield, Michigan
04.2009 - 09.2014
- Answered incoming calls from clients and attorneys to provide assistance or route calls to appropriate personnel.
- Prepared correspondence, memos, reports and other legal documents using Microsoft Word.
- Greeted visitors to the office in a professional manner while providing support to attorneys as needed.
- Advised clients on procedural matters related to their cases.
- Drafted correspondence to clients and other attorneys.
- Interpreted various types of legal documents including contracts and agreements.
- Maintained calendars for upcoming court dates or deadlines related to cases.
- Collaborated with attorneys in all stages of litigation process.
- Researched applicable statutes, codes, regulations, ordinances, and precedent cases.
- Maintained client files according to established protocols.
- Proofread documents prior to filing them with courts or submitting them to opposing counsels.
- Filed motions with courts electronically or via hard copy.
- Participated in mediation sessions by preparing necessary materials and taking notes during meetings.
- Conducted research on relevant laws, regulations, judicial decisions, and legal articles.
- Organized evidence for use at trial or hearing proceedings.
- Attended court proceedings to observe trials or hearings.
- Provided administrative support such as answering phones or scheduling appointments.
- Interviewed clients and obtained vital case information to support associates.
- Organized client calendars, prepared mailings and handled high call volumes.
- Performed administrative duties such as photocopying, scanning, and organizing legal documents.
- Drafted legal documents including briefs, pleadings, appeals, agreements, contracts, and legal memoranda.
- Trained staff on office procedures and case-specific duties.
- Coordinated and managed case files, ensuring all documents were accurately filed and easily accessible.
- Assisted in drafting and reviewing legal correspondence, including letters, emails, and faxes.
- Assisted attorneys in court by managing exhibits, taking notes, and ensuring all necessary materials were available.
- Entered data into and managed litigation databases and Excel spreadsheets.
- Monitored and updated clients on case progress, including significant developments.
- Facilitated communication between attorneys, clients, witnesses, and court personnel.
- Organized exhibits for trial by preparing materials and supporting documentation.
- Filed pleadings and paperwork with court clerk to meet strict deadlines.
- Coordinated subpoena services and other support activities for legal office.
- Responded to client calls and inquiries to deliver applicable information.
- Met with clients and attorneys to discuss case details and evidence.
- Created and updated case management and client account databases.
- Verified facts related to property ownership through public records research.
- Analyzed legal documents such as deeds and titles.
- Provided advice on legal matters concerning real estate transactions.
- Drafted pleadings, motions, affidavits, briefs, opinions and memorandums.
- Reviewed and drafted legal documents, including contracts, leases, mortgages and title searches.
- Communicated regularly with attorneys about progress on cases involving real estate law.
- Maintained records of all documentation related to real estate deals.
- Attended meetings between clients and other parties involved in a transaction.
- Arranged for domestic travel for the practice's attorneys.
- Developed organization systems for filing contracts, agreements, court documents, legal records, reports and agendas.
- Drafted legal pleadings, motions and dismissals for closed cases.
- Organized legal documents in company filing systems and databases.
- Developed marketing materials such as flyers, posters, brochures and webpages to promote seminars.
- Maintained records of attendance and feedback from participants after each seminar.
Education
GED -
Hazel Park High School
Hazel Park, MI08-2010
Skills
- Customer Service
- Time Management
- Team Leadership
- MS Office Computer Skills
- Adaptability and Flexibility
- Effective Communication
- Attention to Detail
- Analytical Skills
- Problem Resolution
- Professional and Courteous
- Self Motivation
- Computer Skills
- Positive Attitude
- Multitasking
- Quick Learning
References
References available upon request.
Timeline
Retail Department Manager
The Home Depot Inc
12.2019 - Current
Legal Secretary
Law office of Attorney Fredrick J. Coleman
08.2013 - 04.2019
Property Manger / Consultant
Ek properties & consulting
05.2012 - 03.2020
Legal Secretary
Gary Segatti and Associates
04.2009 - 09.2014
GED -
Hazel Park High School
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