Erika Howard
Summary
Dynamic professional with extensive experience at Spire, excelling in customer experience and relationship management. Proven track record in problem-solving and conflict resolution, enhancing operational efficiency. Skilled in training and employee development, fostering strong cross-functional communication to drive process improvements and elevate team performance.
Overview
17
17
years of professional experience
Work History
Scheduler I, Workload Execution
Spire
05.2022 - Current
- Serve as a key communication hub between field teams and internal departments
- Manage high-volume, high-pressure situations while maintaining accuracy and clear communication
- Managed resource allocation to optimize workflow and efficiency.
- Monitored project timelines and adjusted schedules.
- Collaborated with cross-functional teams to align project goals.
- Assisted in training new team members on scheduling processes.
Customer Service & Support Representative
Spire
11.2008 - 06.2022
- Provided consistent, high-quality customer service in fast-paced call center, enhancing customer experience
- De-escalated customer concerns using calm, solution-focused approaches, contributing to improved satisfaction
- Trained and mentored new employees, facilitating smoother onboarding and boosting team performance
- Liaised between team members and leadership, streamlining communication and optimizing workflow
Billing Representative
Spire
06.2018 - 05.2022
- Reviewed and processed billing and account data to ensure accuracy and compliance
- Identified discrepancies and resolved issues, enhancing operational efficiency and reducing billing errors
- Escalated customer and account concerns, delivering solutions that aligned with company policies and improved customer satisfaction
- Supported process improvements, streamlining billing operations for greater efficiency
Education
Master of Business Administration (MBA) -
Faulkner University
05-2022
Bachelor of Science -
Jacksonville State University
01-2006
Skills
- Customer relationship management
- Crisis Management
- Process optimization
- Conflict resolution
- Cross-functional communication
- Employee training
Timeline
Scheduler I, Workload Execution
Spire
05.2022 - Current
Billing Representative
Spire
06.2018 - 05.2022
Customer Service & Support Representative
Spire
11.2008 - 06.2022
Master of Business Administration (MBA) -
Faulkner University
Bachelor of Science -
Jacksonville State University