ERICA WELDEN
Partlow
Summary
Dynamic, results-driven professional with over 30 years of experience in customer service, operations management, and team leadership. Known for a positive, upbeat attitude, and a strong ability to manage high-volume, fast-paced environments with professionalism and grace. Skilled in multitasking, problem-solving, and maintaining customer satisfaction, with a proven track record of building loyal client relationships and driving business performance. Exceptional at handling stress, adapting to changing demands, and leading teams to achieve organizational goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Program Support Tech Sr.
Virginia Dept. Motor Vehicle
03.2025 - Current
- Assisted customers with inquiries about vehicle registration and licensing processes.
- Processed applications and documentation for various motor vehicle services efficiently.
- Maintained accurate records in the DMV database, ensuring compliance with state regulations.
- Maintained accurate records of program activities, ensuring compliance with regulatory requirements and internal policies.
- Resolved customer inquiries through various communication channels, enhancing overall satisfaction.
- Assisted customers with product information and order processing, streamlining service delivery.
- Adapted to changing policies and procedures, maintaining compliance and service quality.
- Documented customer interactions accurately in CRM system, ensuring data integrity.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Housecleaning
Self-Employed
11.2010 - Current
- Provide customized cleaning solutions, ensuring high-quality service tailored to clients’ specific needs and preferences.
- Enhanced client satisfaction by offering exceptional customer service and addressing concerns promptly, leading to high retention rates and referrals.
- Streamlined cleaning operations, reducing time spent on each job through effective task prioritization and management.
- Built and maintained long-term client relationships through proactive communication and follow-up services.
Branch Manager
Empire Equipment
11.2021 - 08.2023
- Oversaw daily branch operations, ensuring smooth workflow, accurate inventory management, and timely service delivery.
- Developed strategies that increased annual sales, enhanced customer relationships, and improved service quality.
- Supervised a team of staff, ensuring adherence to company policies, safety guidelines, and performance metrics.
- Managed project estimates using AutoQuotes, maintained client communication, and streamlined operations to meet deadlines.
- Implemented cost-saving measures, improving branch profitability by reducing waste and optimizing resource allocation.
Lead Bartender
Nautical Lounge
01.2019 - 11.2021
- Created and introduced new seasonal cocktails, enhancing the bar menu and driving customer interest and sales.
- Managed bar inventory and ordering, ensuring optimal stock levels and minimizing waste.
- Delivered exceptional customer service while maintaining a clean, organized, and welcoming environment.
- Provided training and leadership to junior staff, ensuring adherence to service standards and alcohol awareness regulations.
- Responsible for closing procedures, including cash drawer reconciliation and preparing sales reports.
Customer Service Representative / Resolutions
Traffipax
05.2007 - 07.2010
- Handled a high volume of inbound customer inquiries, resolving billing, ordering, and service issues promptly.
- Actively promoted company services and products, leading to increased customer engagement and loyalty.
- Collaborated with internal teams to address client concerns and improve customer experience.
- Documented customer interactions and complaints in CRM, ensuring accurate tracking and follow-up actions.
- Conducted research and analysis to address customer needs and provide tailored solutions.
Education
High School Diploma -
Laurel Baptist Academy
Laurel, MD06.1993
Skills
- Customer Service Excellence
- Team Leadership & Supervision
- Cash Handling & Financial Management
- Bar Operations & Mixology
- Conflict Resolution & Problem-Solving
- Inventory Management & Ordering
- Time Management & Prioritization
- Sales & Client Relationship Building
- Training & Development
- Project Management & Operations
- Microsoft Office Suite (Excel, Access)
- Business Process Optimization
- Documentation & Reporting
- Quality Assurance
- Team Collaboration
- Attention to Detail
Certification
- Mixology Training
- Customer Service Excellence
- Safety & Compliance Training
Timeline
Program Support Tech Sr.
Virginia Dept. Motor Vehicle
03.2025 - Current
Branch Manager
Empire Equipment
11.2021 - 08.2023
Lead Bartender
Nautical Lounge
01.2019 - 11.2021
Housecleaning
Self-Employed
11.2010 - Current
Customer Service Representative / Resolutions
Traffipax
05.2007 - 07.2010
High School Diploma -
Laurel Baptist Academy
ADDITIONAL INFORMATION
- Excellent verbal and written communication skills.
- Comfortable working in both team and independent environments.
- Flexible and adaptable to new challenges and changing business environment.