Erika Goldrup
Summary
Goal-oriented manager with experience in leading a team to success. Committed to streamlining procedures while optimizing employee talent. Prioritizes efficiently while juggling multiple competing tasks. Very flexible, and able to adapt quickly to new challenges, build key relationships and collaborate where needed to exceed goals.
Overview
19
19
years of professional experience
Work History
Sales Operations Manager
ADP
09.2022 - Current
- Analyzed sales volume to identify trends, opportunities, and areas for improvement in the overall operations strategy.
- Championed continuous improvement by conducting regular reviews of internal processes to drive efficiency.
- Coordinated meetings and logistics for national sales trainings.
- Collaborated with cross-functional teams, resulting in improved communication and coordination between departments.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Liaised with sales, and brokers to develop solutions and accomplish shared objectives.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Motivated team members by offering constructive feedback during regular one-on-one sessions that foster personal growth.
Sales Support TL / Supervisor
ADP
09.2021 - 09.2022
- Oversaw daily operations of the team, ensuring smooth workflow and timely completion of tasks.
- Evaluated employee performance and coached and trained to improve weak areas.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Collaborated with the sales teams to close deals faster through process optimization and training.
-
Associate Operations Manager
ADP
10.2019 - 09.2021
- Oversee daily activities to manage productivity based on numbers and reporting
- Reported issues to higher management with great detail.
- Tracked employee attendance and KPIs, addressing repeat problems quickly to prevent long-term habits.
- Conducting team meetings, and individual coaching sessions on a weekly basis
- Collaborated with the field to train new hire sales associates to promote better performance, and cleaner deals.
- Played a key role in business expansion initiatives as we launched a groundbreaking new system.
Benefits Data Analyst I - II
ADP
03.2018 - 10.2019
- Provided a seamless white glove support to sales.
- Analyzed team dashboard and reporting tools to track individual and team performance metrics.
- Developed strong relationships with sales associates and leaders to gain increased satisfaction, and team buy-in.
- Became a subject matter expert in multiple case types to support my team and to be first point of contact for handling escalations and complex situations.
- Mentored new hire associates through their onboarding process.
- Exceeded performance metrics consistently, allowing me to take on stretch assignments.
- Participated in team meetings and training sessions to stay informed about updates and changes.
Customer Service Representative
Spectrum
07.2015 - 03.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- In the Top 20% Customer Satisfaction out of over 600 employees.
Customer Service Representative
T-Mobile
10.2005 - 03.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, and handled concerns quickly.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Sought ways to improve processes and services provided.
- Provided floor support for other associates.
Education
Cosmetology(Hair, Nails & Skin) -
International Academy
01.2013
High School Diploma -
Messalonskee High School
01.2003
Skills
- Sales process optimization
- Change Management
- Staff Training and Development
- Pre-sales support
- Relationship Building
- Customer Service
- Decision-Making
Timeline
Sales Operations Manager
ADP
09.2022 - Current
Sales Support TL / Supervisor
ADP
09.2021 - 09.2022
Associate Operations Manager
ADP
10.2019 - 09.2021
Benefits Data Analyst I - II
ADP
03.2018 - 10.2019
Customer Service Representative
Spectrum
07.2015 - 03.2018
Customer Service Representative
T-Mobile
10.2005 - 03.2012
Cosmetology(Hair, Nails & Skin) -
International Academy
High School Diploma -
Messalonskee High School