Ericka Cole
Suffolk,VA
Summary
Experienced leader with strong problem-solving, creative thinking, and lean management skills seeking a challenging leadership position. Dedicated to contributing to company growth by optimizing resource utilization and maximizing profits.
Overview
10
10
years of professional experience
Work History
Escalation Specialist
Walgreens Co. Centralized Services
03.2021 - Current
- Addresses diverse customer interactions, offering effective solutions.
- Developed effective strategies to ensure optimal customer outcomes.
- Ensures detailed, effective information through correct problem-solving strategies.
- Adhered to communication procedures, guidelines and policies.
- Maintains comprehensive records of customer interactions and accurately logs case details in CRM.
- Facilitated swift issue resolution by serving as key escalation contact.
- Proactively identified solutions by understanding customer requirements.
- Provides subject matter expertise on more complex issues
- Plans, prioritizes, organizes and completes work to meet established objectives/SLAs/Timelines
- Ability to multi-task, prioritize, and manage time effectively
- Cultivates an innovation mindset, looks for ways to improve current processes with enhancements and ideas
- Contacts customers, physician offices, patients or third party vendors to respond to inquiries or to notify them of investigation results and planned adjustments
- Assumes mentorship role in training new Centralized Services Specialists
General Manager
Restaurant Services of the Outer Banks
11.2018 - 07.2020
- Computed, recorded, and proofread data, records and reports
- Created solutions in the areas of inventory, sales reporting, distribution and product upgrades which led to system improvements and streamlined processes
- Collaborated with company executives to seek new business opportunities.
- Partnered with cross-functional groups to launch direct marketing initiatives, driving a 10% boost in customer acquisition.
- Conducted comprehensive risk assessment and performance variance studies.
- Directed long-term strategic initiatives for business.
- Coached and mentored numerous staff members by offering constructive feedback and taking interest in their long-term career growth
- Recruited, onboarded, and integrated 30 staff members over three years.
- Completed comprehensive cash flow statements.
Assistant Manager
NPC International Inc
07.2015 - 11.2018
- Compiled detailed cash flow statements to support fiscal decision-making.
- Compiled, audited, and reviewed detailed reports.
- Implemented innovative approaches in inventory management, resulting in improved efficiency.
- Work closely with company executives to identify new business opportunities and routinely participated in the sales process
- Conduct cost, contract performance, variance and risk analysis
- Manage the day-to-day tactical and long-term strategic activities within the business
- Supported staff development with keen attention to future career progression.
- Creating schedule forecasted to fit business needs and productivity In charge of hiring terminating employee
Education
Bachelor of Science - Healthcare Services Management
Independence University
Salt Lake City, UT01.2020
Bachelor of Science - Business Management
Everest University
Orlando, FL01.2014
Skills
- Time Management
- Building Team Cohesion
- Results Oriented
- Conflict Resolution
- Recruiting and Interviewing
- Complex Problem Solver
- Multitasker
- Critical Thinker
- Research and Planning
- Developing New Environments
- Numerical Aptitude
- Managerial Strategies
Timeline
Escalation Specialist
Walgreens Co. Centralized Services
03.2021 - Current
General Manager
Restaurant Services of the Outer Banks
11.2018 - 07.2020
Assistant Manager
NPC International Inc
07.2015 - 11.2018
Bachelor of Science - Business Management
Everest University
Bachelor of Science - Healthcare Services Management
Independence University
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