Erika Goodpasture
Boise,Idaho
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings a 5-year background maintaining customer satisfaction and contributing to company success. Proficient in WordPress and Sales Force.
Overview
6
6
years of professional experience
Work History
OFFICE MANAGER
Water, Civil And Environmental, Inc.
2024.01 - Current
- Handle sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Updating reports, managing accounts, and generating reports for the company database.
- Serve as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Improve document accuracy by meticulously proofreading and editing various types of content.
- Revised work to identify missed mistakes before completing assigned assignments.
- Demonstrated strong attention to detail when working with complex technical documents containing specialized terminology or jargon.
Executive Assistant to the Chief Executive Officer
SeaQuest Aquarium
2019.01 - 2024.12
- Coordinated travel arrangements by booking airfare, hotel, and ground transportation.
- Anticipated potential challenges in daily operations and devised appropriate solutions to maintain uninterrupted workflow in the executive office.
- Organized and coordinated conferences and monthly meetings.
- Created expense reports, budgets, and filing systems for management team.
- Assisted in organizing and overseeing team assignments to drive operational excellence.
Senior Customer Service Manager
SeaQuest Aquarium
2019.01 - 2024.01
- Built, managed, and monitored a team of 12 customer service representatives, resulting in a 95% customer satisfaction rate.
- Developed customer service policies and procedures, ensuring consistency of service across all channels.
- Monitor and evaluate the quality of customer service calls to identify areas for improvement and to ensure that customer service representatives are meeting performance standards.
- Handle all escalated customer calls to ensure that customer issues are resolved satisfactorily and promptly.
- Assist and train customer service representatives in de-escalating difficult customer interactions and resolving customer complaints.
- Manage the daily scheduling and workload for the team of 12 customer service representatives.
- Maintain accurate records of customer interactions and transactions using the company's customer relationship management (CRM) software.
- Collaborate with other departments, such as sales and marketing, to develop strategies that improve the overall customer experience.
Education
Bachelor of Arts - Elementary Education
Western Governors University
01.2014
Skills
- Customer Relationship Management (CRM)
- Conflict resolution techniques
- Effective workflow management
- Exceptional telephone etiquette
- Relationship Building
- MS Office
- Quality Assurance
- Handling Escalations
- Schedule Management
- Customer Retention
Timeline
OFFICE MANAGER
Water, Civil And Environmental, Inc.
2024.01 - Current
Executive Assistant to the Chief Executive Officer
SeaQuest Aquarium
2019.01 - 2024.12
Senior Customer Service Manager
SeaQuest Aquarium
2019.01 - 2024.01
Bachelor of Arts - Elementary Education
Western Governors University
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