Erica Howard WILDES
Hilliard
Summary
Accomplished management executive with profound expertise in empowering teams, optimizing task execution, and enhancing human development, dedicated to achieving revenue growth and fostering a constructive organizational environment.
Overview
20
20
years of professional experience
Work History
Vice President of Operations & Marketing
Redemption Financial Solutions
01.2023 - 01.2025
- Directed operational strategies to enhance workflow efficiency across departments.
- Oversaw compliance with industry regulations and internal policies for risk management.
- Implemented process improvements to streamline operations and reduce overhead costs.
- Analyzed performance metrics to identify areas for improvement in operational processes.
- Provided direction to staff on all aspects of operational processes.
- Hired and managed employees to maximize productivity while training staff on best practices and protocol.
- Developed marketing strategies to enhance brand visibility and engagement.
- Managed social media platforms to increase audience interaction and growth.
- Analyzed market trends to inform product positioning and messaging.
- Collaborated with sales teams to align marketing initiatives with business goals.
- Created content for various channels, including email and website promotions.
- Conducted competitor analysis to identify opportunities for differentiation and improvement.
- Prepared detailed marketing forecasts on daily, weekly and quarterly basis.
- Produced weekly reports on key performance indicators related to marketing initiatives.
- Developed lead nurture campaigns utilizing email & text to increase ROI/ROAS.
- Analyzed campaign performance data to identify opportunities for optimization and improvement.
Volunteer
99&1 Ministries
Jacksonville
08.2023 - Current
- Design and maintenance of websites, social media, logos, copy, and merchandise.
- Assist in organizing community outreach events supporting the local homeless population.
- Collaborate with Pakistan team to manage food distribution and coordinate release dates for enslaved population.
Director of Training & Development
Redemption Financial Solutions
01.2023 - 12.2023
- Developed comprehensive training programs for diverse employee skill enhancement.
- Facilitated workshops to improve team collaboration and communication skills.
- Designed evaluation tools to assess training effectiveness and participant engagement.
- Mentored trainers to enhance delivery methods and instructional techniques.
- Implemented e-learning platforms for remote training accessibility and convenience.
- Managed the design, delivery and evaluation of learning initiatives.
- Ensured compliance with all applicable laws governing workplace education requirements.
- Created a library of instructional materials and resources for use by trainers and learners.
- Collaborated with subject matter experts to ensure accuracy of course content.
- Served as an internal consultant providing advice on improving processes associated with employee development.
- Established standards for assessing effectiveness of training programs, monitored performance metrics and prepared reports on program results.
- Promoted a culture where employees are encouraged to pursue professional development opportunities.
- Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
- Conducted interviews to evaluate candidate qualifications and fit for roles.
- Implemented onboarding programs to integrate new hires into company culture.
Head of Training
All Service Financial/Turbo Debt
01.2020 - 12.2022
- Accountable for developing and executing Training & Development strategies and curricula for adjacent service offerings for a National client acquisition firm, direct training of management, supervisors, team leads and sales representatives.
- Worked closely with Co-founders, CEO and Directors to ensure business goals through assessment and delivery of KPIs and metrics.
- Directed training of over 100 sales professionals and managers - developing employee ability to effectively communicate with the American consumer.
- Grew company from a staff of 15 to over 200 across 3 cities with a sales team FULL of industry leading metrics.
- Managed training schedules to ensure timely delivery of programs across departments.
- Mentored junior trainers on effective instructional techniques and resources.
- Monitored progress of trainees through feedback from managers and supervisors.
- Collaborated with subject matter experts, vendors and third-party training providers to support learning and development strategy.
- Liaised with other departments to formulate training requirements, data capture and manage metrics and reporting.
Enrollment Specialist (Sales Representative)
All Service Financial
01.2019 - 12.2020
- Managed leads and pipeline via inbound calls, emails and pre-set appointments to execute sale of varied debt relief programs with numerous companies.
- Executed a detailed, personal, consultative sales process involving extensive education and reprogramming of customer base in addition to expert understanding of credit/debt industry and related relief programs.
- Maintained an above average conversation rate
- Maintained an above average retention rate
- Supported clients in understanding financial products and services available.
- Coordinated documentation required for enrollment applications and approvals.
- Reviewed application materials for completeness and compliance with regulations.
Licensed Insurance Sales Agent
Humana/Aetna
01.2018 - 12.2019
- Conducted detailed phone consultations guiding Medicare beneficiaries through the selection and enrollment process for Medicare options.
- Conducted thorough assessments of client insurance needs and preferences.
- Developed individual solutions based on specific beneficiary need.
- Educated clients on policy options and coverage details effectively.
- Addressed objectives to proficiently finalize 'one-call close'
- Utilized CRM software to track client interactions and policy updates.
Franchise Advisor
Coverall of North Florida
Jacksonville
01.2017 - 12.2018
- Brand manager and account liaison to over 300 current customer accounts.
- Within first six months, redirected a struggling region with unsustainable loss trending to become the highest producing of 11 corporate regions through aggressive account retention techniques.
- Increased revenue through existing customer base - sale of special services, additional service programs and new accounts.
- Conducted routine and corrective site visits at National and Regional accounts to ensure compliance, customer relationship and brand integrity.
- Advisement effecting growth and development of 60 active Janitorial Franchised Business Owners in the Jacksonville region.
- Implemented and managed franchisee driven prospecting, sales and customer relations efforts.
- ROI assessment, revenue tracking, timing of investments, equipment sales, financing, overall leveraging.
Independent Contractor
National Voter Referendum Project
01.2015 - 12.2016
- Successfully secured and completed ten separate voter referendum contracts (total of 26 individual statewide initiatives) throughout six states.
- Balance long term political strategy with live time public affairs to (re)draft messages that shape voter opinion and motivate desired outcomes.
- Engaged in over 100,000 face to face interactions with a vast cross section of the American public; universally conveying an effective message.
- Registered hundreds of new voters prior to presidential primaries while educating them about local and state ballot issues.
- Out-produced all other Independent Contractor Teams during 9 of 10 contracts.
Claims Consultant
BP Claim Pro
Key West
01.2013 - 12.2014
- Located Gulf Coast businesses and individual workers negatively affected by the 2010 BP oil spill via cold call and referral campaigns.
- Qualified companies and individuals based on legally standing eligibility requirements.
- Guided owners and principal parties through submission of personal, financial and business-related documentation.
- Calculated claim amounts using tax returns, income statements and BP algorithms.
- Filed settlement claims with the Deepwater Horizon Settlement Program.
- Maintained regular communication channels between clients, lawyers, paralegals, BP Claim Pro verification department and British Petroleum settlement claim staff.
Owner & Licensed Massage Therapist
E. Jade Lynn Howard, LMP
Olympia
01.2008 - 12.2013
- Grew rehabilitative massage practice from zero to $90,000 annual revenue target in 3 months, through successful marketing and referral relationships.
- Maintained targeted revenue through 90%+ rebook rate and strong physician referral system.
- Consultative client advocacy in multiple areas of health & wellness including nutrition, exercise, spirituality and self-care from a consistent platform of client self-empowerment.
- Established and executed patient treatment plans through consultation with prescribing physicians and insurance providers.
- Worked with patient attorneys regarding conclusion/settlement of third-party cases while providing necessary records and case treatment summaries for substantiation.
- Performed all billing and bookkeeping.
- Maintained HIPAA and state regulatory compliance as well as credentialing with 10-12 insurance carriers.
Front Desk/Enrollment Department Supervisor
Hands On Children's Museum
Olympia
01.2006 - 12.2008
- Managed Front Desk Department and early education program enrollment.
- Performed hiring/direct supervision of Front Desk Department staff and museum floor personnel.
- Composed and maintained posting of job advertisements for open positions.
- Evaluated applicants and participated in hiring panels for comprehensive museum staffing
- Conducted and oversaw training programs for new Front Desk Department team members.
- Creation, evaluation, and modification of institution-wide policies and practices.
Education
Licensed Massage Practitioner -
Florida School of Massage
Gainesville, FL03.2001
Associate of Arts -
Santa Fe Community College
Gainesville, FL01.1997
Skills
- Motivational Leadership
- Employee Development
- Project Management
- Process Improvement
- Operations Management
- Change Management
- Curriculum Development
- Training
- Marketing Strategy
- Social Media Marketing
- Lead Nurture Strategy
- Ad Campaign Creation
- Copywriting/Design
- ROI/ROAS Analysis/Improvement
- Data analysis
Volunteer Work
99&1 Ministries (991Ministries.org) - 2023-Current
Design/Maintenance of websites, social media, logos, copy, and merchandise.
Licensing Credentials
- Certified Debt Specialist - IAPDA
- 2-15 Resident License – Florida
- 2-15 Non-Resident License – AL, AR, AZ, CA, CO, GA, IL, IN, KS, KY, LA, MN, MO, NC, OH, OK, PA, SC, TN, TX, VA, WA
- AHIP Certified 2019
- Humana & Aetna Certified 2019
References
References available upon request.
Timeline
Volunteer
99&1 Ministries
08.2023 - Current
Vice President of Operations & Marketing
Redemption Financial Solutions
01.2023 - 01.2025
Director of Training & Development
Redemption Financial Solutions
01.2023 - 12.2023
Head of Training
All Service Financial/Turbo Debt
01.2020 - 12.2022
Enrollment Specialist (Sales Representative)
All Service Financial
01.2019 - 12.2020
Licensed Insurance Sales Agent
Humana/Aetna
01.2018 - 12.2019
Franchise Advisor
Coverall of North Florida
01.2017 - 12.2018
Independent Contractor
National Voter Referendum Project
01.2015 - 12.2016
Claims Consultant
BP Claim Pro
01.2013 - 12.2014
Owner & Licensed Massage Therapist
E. Jade Lynn Howard, LMP
01.2008 - 12.2013
Front Desk/Enrollment Department Supervisor
Hands On Children's Museum
01.2006 - 12.2008
Licensed Massage Practitioner -
Florida School of Massage
Associate of Arts -
Santa Fe Community College