Summary
Overview
Work History
Education
Skills
Volunteer Work
Licensing Credentials
References
Timeline
Generic

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, FL
03.2001

Associate of Arts -

Santa Fe Community College
Gainesville, FL
01.1997

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
Erica Howard WILDES
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