Erika Faught
Davenport,FL
Summary
Results-oriented Customer Service and Banking Professional with over 10 years of experience in high-volume call centers and operational settings. Delivered exceptional support for team performance and service quality through effective coaching and process improvement. Committed to developing talent and enhancing efficiency in leadership roles.
Overview
2
2
Languages
14
14
years of professional experience
Work History
Contact Center Personal Banker
U.S. Bank
Remote
02.2023 - 10.2026
- Handled high call volume customer interactions daily in a fast-paced call center, resolved inquiries, and delivered exceptional service to enhance customer satisfaction
- Identified customer needs and recommended relevant banking products and services, driving product adoption and supporting customer financial goals
- Consistently meet or exceed performance goals related to call quality, efficiency, and customer satisfaction
- Acted as a resource for peers by assisting with complex customer issues and enhancing overall team effectiveness
- Identify and escalate potential fraud activity while ensuring compliance with internal policies and regulatory requirements
- Utilize multiple systems to efficiently resolve customer concerns and improve the overall customer experience
Assistant to the Controller
Production Plus Technologies
Burr Ridge
11.2018 - 10.2021
- Developed and maintained financial reports to track performance and ensure accuracy
- Developed and maintained financial reports that tracked performance and ensured accuracy for financial decision-making
- Collaborated across departments to resolve discrepancies, enhancing operational workflows and fostering interdepartmental communication
- Supported process improvements that streamlined financial operations, contributing to greater accuracy and operational efficiency
Leasing Consultant
Riverstone
Bolingbrook
07.2016 - 09.2017
- Conducted property tours and converted prospective clients into residents by effectively presenting features and addressing objections, enhancing occupancy rates
- Cultivated strong relationships with prospects and residents, directly supporting leasing goals and retention efforts
- Executed consistent follow-up with leads, resulting in increased conversion rates and higher occupancy levels
- Managed leasing documentation and ensured compliance with company policies and procedures
Assistant Office Manager
Lake Forest Casket
Lake Forest
11.2014 - 07.2016
- Supported daily operations, managing payroll, accounts payable, and scheduling effectively
- Coordinated training and onboarding for staff to enhance team productivity
- Maintained accurate records and ensured compliance with company procedures
Accounts Receivable Specialist
All Maintenance Electric
Crestwood
07.2012 - 11.2014
- Managed invoicing and ensured accuracy of accounts receivable records, contributing to effective cash flow management
- Communicated with clients to resolve billing issues, facilitating timely payments and strengthening client relationships
- Supported payroll and accounts payable processes, ensuring data accuracy to uphold financial integrity
Education
Business -
Harold Washington College
Chicago, IL08-2021
Skills
- Call Center Operations & Workforce Management
- Customer Service Leadership
- Performance Metrics & Quality Assurance
- Consultative sales
- Escalation procedures
- Financial Product Knowledge
- Compliance support
- Process improvement
- Conflict resolution
- Account Maintenance
- Team leadership
- Strong Verbal & Written Communication
- Strong Verbal & Written Communication
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Contact Center Personal Banker
U.S. Bank
02.2023 - 10.2026
Assistant to the Controller
Production Plus Technologies
11.2018 - 10.2021
Leasing Consultant
Riverstone
07.2016 - 09.2017
Assistant Office Manager
Lake Forest Casket
11.2014 - 07.2016
Accounts Receivable Specialist
All Maintenance Electric
07.2012 - 11.2014
Business -
Harold Washington College