Erik Overholtzer
Credit and Customer Service
Apple Valley,MN
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
12
12
years of professional experience
Work History
Sr. Manager, Recovery Operations
Bluestem Brands
10.2021 - Current
- Led debt sale strategy for Fingerhut Advantage, Fingerhut Fetti, Gettington, and Fresh Start portfolio with oversight of oversight of $1 billion in receivables.
- Implemented and developed operational standards, policies and procedures.
- Managed large-scale projects and introduced new systems, tools, and processes and achieved record revenues in 2022 and 2023.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Evaluated hiring, firing, and promotions requests.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Sr. Manager, Quality and Training Development
Bluestem Brands
11.2018 - 10.2021
- Promoted to Sr. Manger from Manager in March, 2021.
- Led and executed project to expand quality and training oversight from only a small credit segment, to a fully cross-functional department supporting both credit and customer service.
- Managed call center relocation project to transferred the bi-lingual customer service department from the Philippines to Panama.
- Enhanced quality goals and expectations directly leading to a 50% increase in customer satisfaction (CSAT) scores from 2019 to 2021.
- Developed agent negotiations strategy leading to $500K in additional revenue per year.
Executive Team Leader
Target
09.2014 - 10.2018
- Managed store remodel, logistics process, sales floor brand, and taking on "Lead on Duty" responsibilities.
- Consistently led departments that met, or exceeded sales growth goals while improving customer satisfaction scores and improving store "brand".
- Assisted in employee appraisals, promotions and terminations based on performance reviews.
- Established clear and competitive goals, growth roadmaps, and strategic business plans.
- Built relationships with team members to encourage willingness to address concerns and issues.
Vendor Operations Specialist
Target
- Supported customer service initiatives for several departments including pharmacy initiatives, gift card programs, and entertainment rollouts.
- Tracked and analyzed reports to determine needed improvements.
- Managed contact centers in locations both domestic and overseas while developing and training and quality guidelines that met needs of each business unit.
- Outsourced unnecessary services to save on labor, supplies and equipment costs and adhere to company budgets.
- Identified company objectives by analyzing feedback, observing consumers and collecting surveys.
Vendor Performance Analyst
Target
10.2011 - 12.2012
- Managed and trained outsourced contact center vendors in Jamaica, the Philippines, India, and Nicaragua, and Panama in customer service guidelines and expectations.
- Evaluated current processes to develop improvements to key performance indicators.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
Education
Bachelor of Arts - Business Management
Rasmussen College
Eagan, MNSkills
- Contact Centers
- Customer Service and Credit
- Project Management
- Cross Functional Leadership
- Problem Solver
- Innovative Thinker
- Communication
- Process Improvement
- Policy Development
- Six Sigma Certification
Timeline
Sr. Manager, Recovery Operations
Bluestem Brands
10.2021 - Current
Sr. Manager, Quality and Training Development
Bluestem Brands
11.2018 - 10.2021
Executive Team Leader
Target
09.2014 - 10.2018
Vendor Performance Analyst
Target
10.2011 - 12.2012
Vendor Operations Specialist
Target
Bachelor of Arts - Business Management
Rasmussen College
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