Ericka D. Jamison
Indianapolis,IN
Summary
With over 20 years of customer service and 10 years of management experience, I bring significant computer skills in Microsoft Office programs, along with profound organization, administrative, and typing abilities at 60 wpm. A team player with a courteous and professional demeanor, excelling in helpdesk support for Windows 10, Office 365, Google Docs, Switchboard, Workday, Salesforce, Fosse, Opera, and People Soft. Expertise lies in managing diverse tasks across multiple trades to ensure operational efficiency while utilizing problem-solving abilities and adaptability in dynamic work environments. Strong understanding of team collaboration and effective communication to achieve project objectives.
Overview
22
22
years of professional experience
Work History
Dispatcher
Triple AAA
03.2024 - Current
- Receive and evaluate roadside assistance requests from AAA members via phone, online, or app
- Dispatch the appropriate service vehicle to the member's location, ensuring timely and efficient service
- Maintain constant communication with tow truck drivers, service providers, and members
- Track the status of dispatched calls to ensure members are helped as quickly as possible
- Provide clear and accurate information to members about estimated arrival times, service procedures, and updates
- Handle escalations professionally
- Assist in resolving issues such as delayed responses, miscommunications, or problems with service providers.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Promoted teamwork among colleagues by proactively assisting others when needed.
Surgery Scheduler Coordinator
Ascension St. Vincent Hospital
03.2023 - Current
- Coordinate and schedule surgical procedures for patients, ensuring efficient use of operating rooms and resources
- Communicate surgery schedules with surgeons, anesthesiologists, nursing staff, and other personnel
- Ensure that patients are provided with pre-operative instructions, including fasting requirements, medications to be taken or withheld, and any necessary pre-surgery tests
- Obtain and verify insurance authorization and pre-certification for procedures
- Update and manage the surgical schedule in the hospital's electronic medical records system.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
Crew Scheduler
Republic Airways
08.2022 - 09.2024
- Create, monitor, and adjust schedules for flight crew members based on flight demands, crew availability, and legal requirements
- Ensure all crew schedules comply with FAA and union regulations regarding rest periods, duty time limitations, and training requirements
- Track and manage crew hours, rest periods, and legal requirements to ensure that all schedules are compliant
- Handle schedule changes due to crew sick calls, delays, cancellations, and any operational disruptions
- Provide real-time solutions to mitigate operational impact
- Accurately maintain crew schedules in the airline’s scheduling system and ensure all changes are documented.
- Managed commercial construction projects by working effectively with general contractors, subcontractors, engineers and architects.
- Set schedules for thousands of staff by planning and designating shifts and hours.
HR Coordinator
Lowe’s Home Improvement
10.2020 - 08.2022
- Assist in the recruitment and selection process, including posting job openings, screening candidates, and scheduling interviews
- Facilitate communication between employees and management to promote a positive workplace
- Assist with the administration of company benefits and payroll procedures
- Assist with identifying training and development needs for employees
- Prepare and process HR documents, such as employee status changes, promotions, terminations, etc.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
- Maintained human resources information system and kept employee files up to date and accurate.
Customer Service Rep/ IT Help Desk
Kar Auction Services
03.2020 - 10.2020
- Assist with network troubleshooting, including connectivity issues, VPNs, and password resets
- Diagnose and resolve technical hardware and software issues, including computers, printers, mobile devices, and other office equipment
- Escalate unresolved issues to the appropriate IT team members or external vendors when necessary
- Assist in the setup and configuration of new workstations and equipment for employees
- Install, configure, and maintain operating systems and software applications.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Project Coordinator / Install Sales
Lowe’s Home Improvement
10.2018 - 03.2020
- Assist in planning, organizing, and managing all phases of a project’s lifecycle, including scope, schedule, and budget
- Serve as a liaison between customers and Lowe’s installation teams, ensuring project details are communicated clearly and customer satisfaction is maintained
- Manage project timelines, schedule appointments, and coordinate with installers, contractors, and vendors to ensure timely completion
- Communicate with external vendors, suppliers, and contractors to ensure materials and services are provided according to schedule and specifications.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
Customer Service Rep/Scheduler
Auto Vin
09.2016 - 10.2018
- Communicate daily schedules to the inspection team, ensuring they are aware of appointments and any special instructions
- Coordinate and schedule auto inspections with clients based on availability and location
- Assist with invoicing and billing clients for completed services, if necessary
- Maintain and update appointment calendars to ensure efficient workflow
- Track the progress of inspections and update schedules accordingly.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Xerox /Program Eligibility Specialist
Indiana Family & Social Services Administration
09.2014 - 09.2016
- Conduct thorough interviews with applicants to assess eligibility for services such as Medicaid, SNAP, TANF, and childcare assistance
- Gather, verify, and document necessary information, including income, residency, and household composition, to determine program eligibility
- Ensure that all determinations comply with federal, state, and local regulations, and adhere to FSSA policies and procedures
- Assist clients in filing appeals when eligibility is denied, and review cases for accuracy and compliance
- Handle inquiries and provide guidance to individuals seeking assistance, offering a high level of customer service in a sensitive and empathetic manner.
- Assisted in the development of training materials for new Program Eligibility Specialists, contributing to a stronger workforce.
- Improved client satisfaction through clear communication of eligibility requirements and diligent follow-up on requests.
Front Desk Supervisor/ Reservation/ PBX
Majestic Star Hotel
02.2007 - 07.2014
- Train new employees in procedures, customer service standards, and casino policies
- Manage, schedule, and lead front desk staff, ensuring team members provide efficient and courteous service
- Act as a liaison between the front desk, housekeeping, and other departments to meet guest needs and ensure smooth operations
- Ensure that all guest records, room assignments, and billing information are accurate and up to date
- Oversee cashiering operations, monitor daily transactions, and ensure accurate accounting of funds.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Retail Supervisor
Majestic Star Casino
02.2003 - 02.2007
- Manage, train, and motivate retail staff to deliver excellent customer service
- Oversee daily retail operations, including opening/closing procedures, cash management, and adherence to casino and company policies
- Monitor stock levels, order merchandise as needed and conduct regular inventory counts
- Address guest inquiries and resolve complaints promptly to ensure a positive shopping experience.
- Trained and oriented associates to maximize team performance.
- Kept merchandise fresh by monitoring use of proper stock rotation procedures and setting up promotions to move out aging products.
Education
Associate of Applied Science - Business Management/Human Resource Management
University of Phoenix
Tempe, AZ05-2027
No Degree - Certification
Henkel’s & McCoy, Inc.
Hammond, IN06.2002
High School Diploma -
West Side Senior High School
Gary, IN06-1998
2 Year Certification - Computer And Information Systems
Gary Area Career Center
Gary, IN06-1998
Skills
- Customer Service Skills
- Management Skills
- Computer Skills
- Microsoft Office Programs
- Organization Skills
- Administrative Skills
- Typing Skills
- Team Player
- Helpdesk
- Windows 10
- Office 365
- Google Docs
- Switchboard
- Workday
- Salesforce
- Fosse
- Opera
- People Soft
- Recruitment strategies
- Employee training
- Payroll administration
- Microsoft Excel
- Schedule coordination
- Time management
- Data entry
- Active listening
- Problem solving
- Effective communication
- Customer service
- Project management
- Problem-solving
- Verifying coverage
- Closing tickets
- Attention to detail
- Multitasking and organization
- Verbal and written communication
- Stress tolerance
- Conflict resolution
- Critical thinker
- Call handling
- All Microsoft Office programs proficiency
- Teamwork and collaboration
- Adaptability
- Self motivation
- Workload management
Summary Of Skills And Qualifications
- Over 20+ years Customer Service Skills
- Over 10+ years Management Skills
- Significant Computer Skills in all Microsoft Office Programs
- Profound Organization Skills
- Administrative Skills
- Excellent typing skills 60 wpm
- Team Player/Courteous and Professional
- Helpdesk/Windows 10/Office 365/Google Docs
- Switchboard/Workday/Salesforce/Fosse/Opera/People Soft
Timeline
Dispatcher
Triple AAA
03.2024 - Current
Surgery Scheduler Coordinator
Ascension St. Vincent Hospital
03.2023 - Current
Crew Scheduler
Republic Airways
08.2022 - 09.2024
HR Coordinator
Lowe’s Home Improvement
10.2020 - 08.2022
Customer Service Rep/ IT Help Desk
Kar Auction Services
03.2020 - 10.2020
Project Coordinator / Install Sales
Lowe’s Home Improvement
10.2018 - 03.2020
Customer Service Rep/Scheduler
Auto Vin
09.2016 - 10.2018
Xerox /Program Eligibility Specialist
Indiana Family & Social Services Administration
09.2014 - 09.2016
Front Desk Supervisor/ Reservation/ PBX
Majestic Star Hotel
02.2007 - 07.2014
Retail Supervisor
Majestic Star Casino
02.2003 - 02.2007
Associate of Applied Science - Business Management/Human Resource Management
University of Phoenix
No Degree - Certification
Henkel’s & McCoy, Inc.
High School Diploma -
West Side Senior High School
2 Year Certification - Computer And Information Systems
Gary Area Career Center
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