Erica Watson
Mesquite
Summary
Organized professional bringing excellent communication skills and proactive nature, with proven history of performing with integrity and efficiency. Committed to optimizing administrative resources to meet business objectives and leveraging strengths to maximize team performance. Offering several years of experience in leadership and administrative support roles.
Overview
9
9
years of professional experience
Work History
Administrative Coordinator
RTEK Tax Services
Duncanville
01.2023 - Current
- Conducted operational duties such as scheduling appointments, ordering supplies and software, answering phone calls, and providing general information to clients.
- Organized and managed company records.
- Implemented new administrative systems and processes to improve office efficiency and workflow.
- Greeted visitors in a courteous manner and directed them to the appropriate office or person.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
Quality Assurance Analyst
Health IQ
Remote
02.2021 - 12.2022
- Monitored licensed Medicare and personal lines sales agents' call recordings.
- Created and implemented remediation plans to improve agent performance.
- Participated in weekly call calibrations with sales managers, and quality assurance partners.
- Participated in new hire training classes to provide QA expectations.
- Graded a minimum of 14 sales calls per workday.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
- Implemented internal auditing practices to create standards and statutory obligation compliance reports.
- Used quality monitoring system to compile and track individual and team performance.
- Trained and led staff on proper QA standards.
Part Time Sales Agent
The Sampson Group Insurance Agency
Dallas
01.2016 - 01.2021
- Helped customers obtain coverage for their homes, auto, and commercial properties.
- Assisted customers with billing, website, and payment issues.
- Continuously met sales goals via strategic prospecting.
- Maximized market share by working with clients and building relationships.
- Greeted and assisted customers to foster positive experiences.
- Regularly met or exceeded established sales goals by implementing strategic closing techniques.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
Customer Service Representative
Broadpath Healthcare Solutions
Remote
08.2018 - 01.2020
- Handled inbound and outbound calls from customers in a call center environment.
- Provided information about providers, services, benefits, and policy details.
- Assisted with billing and payment issues.
- Maintained a positive work environment.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Provided accurate information about products and services to customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Education
Diploma -
South Grand Prairie High School
Grand Prairie, TXSkills
- Attention to Detail
- Time-Management Skills
- Office Administration
- Presentation Preparation
- Call Management
- Inbound and Outbound Calling
- Customer Relationship Management (CRM)
- Customer Relations
- Technical Support
- Performance monitoring
- Performance Improvement
- Documentation And Reporting
- Problem-solving skills
Timeline
Administrative Coordinator
RTEK Tax Services
01.2023 - Current
Quality Assurance Analyst
Health IQ
02.2021 - 12.2022
Customer Service Representative
Broadpath Healthcare Solutions
08.2018 - 01.2020
Part Time Sales Agent
The Sampson Group Insurance Agency
01.2016 - 01.2021
Diploma -
South Grand Prairie High School