Hi, I’m
ERICA VANN
Jonesboro,GA
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Ready to tackle new challenges, advance organizational objectives with dedication and enthusiasm, and contribute to team success to achieve positive results.
Overview
4
years of professional experience
Work History
Metropolitan Atlanta Transit Authority (MARTA)Atlanta, Georgia
Supervisor, Customer Services Center (CSC)
02.2025 - Current
Job overview
- Supervise daily functions of MARTA HQ (CSC), implementing strategies to maintain call abandonment rates below 6% and wait times under 60 seconds while achieving high customer satisfaction.
- Oversee customer inquiry and complaint resolution through workflows created in the Salesforce CRM to various departments.
- Outline and formalize procedures for staff transit account management and Breeze fare card revenue adjustments, reinforcing financial accountability and audit compliance.
- Manage application reviews, documentation verification, and eligibility determinations to support equitable access to transportation services.
- Lead by example, handling complex customer issues, ensure high standards of service, and resolve escalated customer complaints.
- Develop comprehensive SOPs for new fare system installation and fraud documentation, ensuring financial controls and audit readiness.
- Implement strategies for customer service and reduced fare teams, focusing on performance management and operational support to optimize team effectiveness.
- Utilize Tableau and Excel to analyze service eligibility and fraud-related data, identifying trends to support risk mitigation and improve overall program effectiveness.
- As Acting Reduced Fare Supervisor 10/2025 to present, achieve seamless fare card issuance and point-of-sale transactions through effective support. Enhanced account maintenance processes, contributing to improved service delivery at the Reduced Fare/Lost and Found HQ location.
Self-EmployedJonesboro, Georgia
Consulting Expert, GLG
12.2023 - 02.2026
Job overview
- Provided select GLG retail and construction client’s strategic advice for fraud prevention, AI-driven decision-making tools to enhance customer service, and tools for Order-To-Cash (O2C) workflow optimization.
- Maintained a 100% satisfaction rate and 50% of repeat clients book multiple consults.
White Cap (Formerly HD Supply)Norcross, Georgia
Director, Credit Account Services
04.2023 - 09.2023
Job overview
- Oversaw a team of 28 credit specialists, ensuring efficient O2C processes for a $4 billion construction supply enterprise.
- Streamlined communication among field sales, support, and internal teams to improve credit approval efficiency and customer satisfaction.
- Optimized processes within Oracle ERP and custom Equifax platforms to reduce credit application processing time by 50% and escalation resolution time by 33%, enhancing overall working capital.
- Directed pilot program for Zendesk workflow management in account services to streamline phone and email inquiry resolutions.
- Developed and executed data-driven strategies, including credit bureau analysis and litigation planning, to improve third-party collections recovery rates by 9%.
Bealls Inc.Bradenton, Florida
Director, Customer Care & Credit Call Center
09.2022 - 04.2023
Job overview
- Led cross-functional teams for Bealls Florida and Outlet Store retail and E-commerce call center operations, using industry expertise, customer service skills and analytical nature to resolve customer concerns, promote loyalty, enhance operational efficiency and streamline processes.
- Maintained detailed customer shopping and credit accounts in AS400 ERP and Oracle Crowd Twist CRM, processed phone orders in HCL Commerce, and supported marketplace sales including Amazon and eBay.
- Successfully negotiated third-party contracts to manage annual budgets, and allocated resources to maximize productivity and profitability.
- Planned, created, tested and deployed new technology ie: AI chatbots with live chat on multiple Bealls' websites lowering operational costs and reducing new hire training time 30%.
- Reduced costs and pursued revenue development strategies to keep the department aligned with sales and profit targets.
- Optimized customer service processes to decrease average handle time (AHT) to 31% while achieving first-call resolution and CSAT scores exceeding 90-92%.
- Cultivated a collaborative positive work environment that fostered employee engagement, increased retention rates to 91%, and boosted overall team morale.
Education
University of North FloridaJacksonville, FL
Bachelor of Arts
Skills
- Team Leadership
- Training, Coaching & Mentoring
- Contact Center Operations Management
- Customer Service Management
- Complaint Resolution & Problem Solving
- Account Management
- Teamwork & Collaboration
- Time Management & Organization
- Written & Verbal Communication
- Workforce Management & Scheduling
- Project Leadership/Implementations
- Advanced Excel (Pivot Tables, VLOOKUPs)
- Genesys AI Chat Bot, Live Chat & Email
- Chat GPT, CoPilot, Other AI Tools
- Cisco Finesse Contact Center/TASKE Reporting/Verba
- Oracle ERP, AS400, Salesforce CRM
- Advanced Excel (VLOOKUP, Pivot Tables), Tableau Cloud
Timeline
Supervisor, Customer Services Center (CSC)
Metropolitan Atlanta Transit Authority (MARTA)
02.2025 - Current
Consulting Expert, GLG
Self-Employed
12.2023 - 02.2026
Director, Credit Account Services
White Cap (Formerly HD Supply)
04.2023 - 09.2023
Director, Customer Care & Credit Call Center
Bealls Inc.
09.2022 - 04.2023
University of North Florida
Bachelor of Arts
Awards
- Received Bealls' Outstanding Achievement Award in 2009
- Earned Bizrate's Circle of Excellence Award for CSAT 90%+ from 2010-2023
- Chosen for the Bealls' 2023 Guest Centric Award 2023