Erica M. Watkins

• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Daily data entry of construction invoices. Maintain inventory vendor lists and responsible for product details using QuickBooks.
• Reports to senior management on organizational performance and progress toward goals.
• Assists in organizing and overseeing assignments to drive operational excellence.
• Orders signage, banners and company uniforms.
• Resolved financial discrepancies and customer billing issues with timely attention.
• Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.

• Provides consultations with the assigned personnel and client, determines housing barriers, needs and goals.
• Prepares check requests for financial assistance documents and maintains up-to-date information on services provided and funds expended in the Homeless Client Information System (HMIS). Uses automated technology, including HMIS, and hard copy files to maintain, update, and report on case data, goal attainment, and outcomes in a timely manner. Places and maintains up-to-date grant mandated documentation in client's hard copy file assists clients in their search for housing, filling out rental applications, interpreting leases and understanding tenant rights and responsibilities for the surrounding counties. Provides training and support to local homeless providers to encourage problem solving and diversion efforts maintains client records. Managed approximately 40-50 calls, emails and in-office meetings per day. Conducted comprehensive assessments to identify areas of improvement within family dynamics.
• Managed caseload effectively, ensuring timely documentation of progress notes and accurate recordkeeping.
• Proven ability to learn quickly and adapt to new situations.
• Provided tailored coaching sessions based on individual family needs and circumstances.
• Evaluated program effectiveness using client feedback surveys and outcome measures, adjusting approaches accordingly for continuous improvement.

• Supported the Director of Neighbor Services by assisting with overseeing and managing all aspects of Graceworks Ministries programs, training, scheduling 50 volunteers per week, food distribution and organizing special events.
• Act as a point of contact for all administrative support and troubleshooting for GraceWorkers pertaining to the distribution and tracking of Graceworks' services in Salesforce.
• Adhered to Graceworks mission statement, "Neighbor Serving Neighbor by the Power of God's Grace".
• Directed seasonal programs such as the Thanksgiving Meal, Backpack Give Away, Summer Lunch Program, Our Little Angel and Christmas Manger.
• Interviewing, recommending, and coordinating with Sr. Manager of Neighbor Services for selecting new Graceworkers.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Daily entry in Neighbor Services and assistance with reporting and record keeping.
• Reacted to change productively and handled all other essential tasks as assigned.
• Consulted neighbors in need daily in-person, by phone, or by email.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.

• Answered multi-line phone system, routing 20 calls per day, delivering messages to staff and greeting visitors.
• Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
• Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
• Maintained confidentiality of sensitive information, adhering to strict data protection policies.

As the first line of contact with the general public, provided courteous, accurate and efficient customer service to inquiries concerning procedures and requirements.

• Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
• Daily responsible for opening and closing the phone lottery system.
• Managed badges for access to restricted lottery areas.
• Monitored daily inventory and sales of instant tickets based on retailer account list.
• Ensured proper distribution and delivery of tickets to assigned retailers Maintained daily records of 100 telephone calls made per day, tickets sold, and account changes and corrections.
• Assisted in researching information for decisions affecting the retailer network and/or player base.
• Answered questions, analyzed and troubleshot problems for retailers
• Responded to questions, complaints and requests for information from retailers, players, employees, etc
• Accepted, accounted for and routed all incoming packages to appropriate lottery staff.