Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erica Welden

MILLERSVILLE,MD

Summary

Erica Welden

I have great customer service skills, funny, personable. Results-driven professional with over 20 years of experience and focus on performance. Positive, upbeat and professional attitude toward workers, managers and guests. Talent for calmly managing fast-paced, high-volume work with continuous demands. Handles stress well and quickly flexes with changing directives. Dedicated to customer loyalty and delivering exceptional service in every encounter.

Overview

30
30
years of professional experience

Work History

Housecleaning

Self
11.2010 - Current
  • Successfully maintain clean, valid driver's license and access to reliable transportation.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Served customers and followed outlined steps of service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Enhanced client satisfaction by delivering thorough and efficient cleaning services tailored to individual needs.
  • Increased repeat business by maintaining excellent communication with clients and addressing concerns promptly.
  • Streamlined cleaning processes for faster service, utilizing effective time management strategies.
  • Reduced client complaints by consistently meeting or exceeding cleanliness standards set by homeowners.
  • Delivered customized cleaning solutions based on specific property layouts and homeowner preferences, resulting in tailored experiences that met unique needs.
  • Provided exceptional customer service through active listening, problem-solving abilities, and clear communication skills.
  • Improved client retention rates through trust-building activities such as following up after appointments.
  • Developed rapport with long-term clients, fostering loyalty and generating referrals to new customers seeking quality housecleaning services.

Branch Manager

Empire Equipment
11.2021 - 08.2023
  • Maintained friendly and professional customer interactions.
  • Assessed employee performance and developed improvement plans.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Engaged employees in business processes with positive motivational techniques.
  • Complied with regulatory guidelines and requirements.
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
  • Resolved various issues impacting sales management and business operations.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Implemented service improvements to enhance sales cycle.
  • Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
  • Completed filings and upheld strict compliance with regulatory agencies and supervisors.
  • Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.

Lead Bartender

Nautical Lounge
01.2019 - 11.2021
  • Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.
  • Consulted with managers to organize special events and promotions.
  • Developed new signature cocktails to support bar marketing brand and increase profits.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Took customer orders and capitalized on opportunities to sell special beverage and food options.
  • Polished glassware, bussed tables and removed debris to keep customer areas clean.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Closed out cash register and prepared cashier report at close of business.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
  • Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Developed drink menu with creative cocktails, contemporary wines and craft beers.
  • Set up bar for operation, obtained cash bank and stocked service bar.

Lead Bartender

Summers Bar
06.2014 - 01.2019
  • Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.
  • Consulted with managers to organize special events and promotions.
  • Developed new signature cocktails to support bar marketing brand and increase profits.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Conducted regular inventories of bar and drink supplies to keep stock on hand and avoid expensive rush orders.
  • Took customer orders and capitalized on opportunities to sell special beverage and food options.
  • Polished glassware, bussed tables and removed debris to keep customer areas clean.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Upsold daily specials and beverage promotions to exceed daily sales goals.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Closed out cash register and prepared cashier report at close of business.
  • Completed regular bar inventories and daily requisition sheets and increased sales and profits.
  • Recruited and trained new bartenders and barbacks and scouted and auditioned performers for various special events.
  • Set up glassware, liquor and other necessary supplies for special events.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
  • Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.
  • Managed accurate register and produced daily sales reports backing up inventory usage numbers.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Increased bar revenue through development and marketing of featured cocktails.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Developed drink menu with creative cocktails, contemporary wines and craft beers.
  • Set up bar for operation, obtained cash bank and stocked service bar.

Customer Service/resolutions

Traffipax
05.2007 - 07.2010
  • Communicated client satisfaction trends and product usage to marketing, sales and product development groups.
  • Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
  • Answered and directed calls to manage customer accounts, respond to service queries and cancel accounts.
  • Built client list and strengthened customer relationships through consistent communication via phone and internet.
  • Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving issues.
  • Prepared invoices, reports, financial statements and other documents.
  • Achieved customer satisfaction.
  • Identified and assessed customer's needs quickly and accurately.
  • Collaborated with different teams to resolve customer complaints and drive customer experience.
  • Recorded details of conversations, complaints and actions taken in CRM.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Investigated and resolved client concerns.
  • Provided excellent customer care by responding to requests.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Dispatcher Office Assistant

Cableview Communications
02.2003 - 10.2005
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Directed investigations to verify and resolve customer or shipper complaints.
  • Increased area coverage by through effective scheduling and detailed location monitoring.
  • Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs.
  • Trained new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction.
  • Evaluated and adjusted over 15-30 routes based on daily needs, available workers, traffic hazards and weather conditions.
  • Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Sent out cable installers and matinence technicians to assist hourly callers based on locations, needs and worker availability.
  • Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
  • Directed dispatching, routing and tracking of 15-30 fleet vehicles.

  • Oversaw automated tracking and documentation of data, client correspondence and office operations.
  • Remained solutions-oriented in face of complex problems to assist management and overall business direction.
  • Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
  • Completed daily logs for management review.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Advised regarding delays and special circumstances.
  • Increased customer service success rates by quickly resolving issues.

Education

No Degree - General

Laurel Baptist Aced.
Laurel

GED -

Homeschooling
Laurel

Skills

  • Bar Operations and Logistics
  • Cleaning and Sanitizing
  • Professional Service Standards
  • Cash Handling and Management
  • Mixology Techniques
  • Multitasking and Prioritization
  • Cocktail Service
  • Teamwork and Professionalism
  • Handling Difficult Customers
  • Quality Assurance
  • Honest and Dependable
  • Telephone Etiquette
  • Collections
  • Documentation
  • In-Depth Research
  • Team Player
  • Excellent Time Management Skills
  • Microsoft Access
  • Basic Mathematical Aptitude
  • Excellent Team Leadership
  • Project Management
  • Deductive Reasoning Ability
  • Product Training
  • Multitasking Abilities
  • Coordinate Training
  • Business Activity Tracking
  • Attention to Detail
  • Plan Budgets
  • Verbal Communication
  • Excellent Work Ethic
  • Customer and Vendor Relations
  • Remote Video Conferencing
  • Delivery Fleet Management
  • Staff Management
  • Spreadsheet Tracking
  • Safety Protocols
  • Information Management
  • Staff Supervision
  • Client Acquisition
  • Operations Management
  • Sales Planning
  • Team Supervision
  • Credit Approval and Denial
  • Goals and Performance
  • Sales Expertise

Timeline

Branch Manager

Empire Equipment
11.2021 - 08.2023

Lead Bartender

Nautical Lounge
01.2019 - 11.2021

Lead Bartender

Summers Bar
06.2014 - 01.2019

Housecleaning

Self
11.2010 - Current

Customer Service/resolutions

Traffipax
05.2007 - 07.2010

Dispatcher Office Assistant

Cableview Communications
02.2003 - 10.2005

No Degree - General

Laurel Baptist Aced.

GED -

Homeschooling

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Erica Welden