Erika Crossley
Yulee,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with a positive demeanor and proven skills in establishing rapport with clients. Extremely motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Volunteer
Non Profit Organization
04.2022 - Current
- Took an intentional break to care for family
- Utilized this time to support military spouse
- Volunteered with nonprofit organizations
- Assisted in the startup of a previous colleague’s business.
- Assisted with special events and programs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
Community Outreach Manager
ATHLETA
07.2021 - 04.2022
- Collaborated with program teams, community organizations, peers and volunteers in execution of events and activities.
- Assisted with development of outreach strategies and marketing tools to reach priority audiences.
- Provided leadership, guidance and support to staff members.
- Participated in community events to promote services and engage with public.
- Partnered with local organizations to expand access to social and community services.
Operations Manager
GAP
09.2015 - 06.2021
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Trained new employees on proper protocols and customer service standards.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Technical Support Specialist
Time Warner Cable
01.2015 - 09.2015
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Walked individuals through basic troubleshooting tasks.
- Managed high levels of call flow and responded to [Type] technical support needs.
Kid/Baby Merchandise Manager
GAP OUTLET
03.2014 - 12.2014
- Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
- Monitored inventory levels and made necessary adjustments to maximize sales and profits.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Interacted with customers to obtain feedback and drive satisfaction.
Education
Associate of Applied Science - INTERIOR DESIGN
TIDEWATER COMMUNITY COLLEGE
Virginia Beach, VASkills
- Phone Inquiries
- Social Media Management
- Community Outreach
- Community Service
- Communication
- Volunteer Recruitment
- Event Planning
- Business Management Principles
- Microsoft Outlook
- Customer Service
- Google Docs
- Customer Outreach
- Service-Orientation
- Time Management
- Payment Collection
- Critical Thinking
Hobbies
Volunteering- Non profits and Schools
Running- Currently training for a 10K
Hiking- Many hikes in the Adirondacks New York
Painting- Acrylic
Travel- Building a list of where to go and see local within 2-3 hours of anywhere I live
Timeline
Volunteer
Non Profit Organization
04.2022 - Current
Community Outreach Manager
ATHLETA
07.2021 - 04.2022
Operations Manager
GAP
09.2015 - 06.2021
Technical Support Specialist
Time Warner Cable
01.2015 - 09.2015
Kid/Baby Merchandise Manager
GAP OUTLET
03.2014 - 12.2014
Associate of Applied Science - INTERIOR DESIGN
TIDEWATER COMMUNITY COLLEGE
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