Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erika Jones

Management & Customer Service
Laurel,MD

Summary

Motivated, personable, friendly individual with excellent training, organizational and communication skills. Has the ability to multi-task and meet daily deadlines. Learn quickly, embrace change in order to improve work environment, dependable, approachable and honest. Chosen as one of the best supervisors to teach and train new customer service representatives. Proficient in Word, Excel, and Power Point.

Overview

13
13
years of professional experience
6
6
years of post-secondary education

Work History

Bartender

Nuzbacks
Laurel, MD
01.2020 - Current
  • Developed new signature cocktails to support bar marketing brand and increase profits.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Crafted special drink and cocktail menu items for seasonal offerings.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Recruited and trained new bartenders and barbacks to help maintain talented team.
  • Followed strict recipes and drink measurements to minimize product used.

Bartender

Kick Axe
Washington, DC
01.2020 - Current
  • Developed new signature cocktails to support bar marketing brand and increase profits.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Crafted special drink and cocktail menu items for seasonal offerings.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Obtained cash bank and stocked service bar to prepare for operation.
  • Taught employees bar sales techniques, resulting in higher profits.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.

Compliance Associate/ Trainer

FrontPoint Security Solutions LLC
Vienna , VA
03.2018 - 11.2019
  • Conducted safety audits, inspections and evaluations to identify potential hazards and implement corrective actions in accordance with regulatory requirements.
  • Investigated incidents and accidents to identify causes and potential preventive measures.
  • Train incoming compliance associates and other departments
  • Create standard operation procedural/training documents
  • Attention to detail
  • Problem solving
  • Flexibility
  • Conduct classroom training sessions
  • Active volunteer in Women’s Networking and Action committee for the company
  • Researching jurisdictional laws and updating our records
  • Help desk for security systems

Front Desk Receptionist

Revoluntioneyes
Ellicott City, MD
11.2017 - 03.2018
  • Collected room deposits, fees and payments.
  • Monitored office supplies by checking inventory and placing orders.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Scheduled Appointments

Customer Service Trainer

Ac Lens
Hilliard, OH
04.2013 - 09.2017
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Provided ongoing guest service.
  • Cross-trained and provided backup support for organizational leadership.
  • Processed 100 invoices each weeks and mailed documentation to clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Entered orders into 100 computer database system.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Recommended products to customers, thoroughly explaining details.

Coordinator

Advanced Facilities Maintenance
Columbus , OH
06.2012 - 03.2013
  • Managed filing systems for electronic and hard copy documents to keep organized records.
  • Coordinated with human resources department to handle payroll and personnel databases.
  • Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
  • Collected and analyzed business data from various departments to prepare reports and presentations for management.
  • Incoming calls to intake maintenance issues
  • Research and locate repairman in their area to resolve maintenance issue
  • Negotiate the prices of the repairmen's cost
  • Ensure Completion of repair

Call Center Operations Supervisor

Garden City Group
Dublin, OH
07.2010 - 12.2011
  • Developed quality employees within call center to take over leadership positions.
  • Established and oversaw performance targets for call center associates.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Established relationships and touch points with clients to promote retention.
  • Kept high average of performance evaluations.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Utilize KPI systems for agents progress

Education

MBA - Technical Studies

North Central State College
Mansfield, OH
06.2016 - 05.2020

MBA - Sociology

University of Maryland Global
01.2020 - Current

Skills

Scheduling

undefined

Timeline

Bartender

Nuzbacks
01.2020 - Current

Bartender

Kick Axe
01.2020 - Current

MBA - Sociology

University of Maryland Global
01.2020 - Current

Compliance Associate/ Trainer

FrontPoint Security Solutions LLC
03.2018 - 11.2019

Front Desk Receptionist

Revoluntioneyes
11.2017 - 03.2018

MBA - Technical Studies

North Central State College
06.2016 - 05.2020

Customer Service Trainer

Ac Lens
04.2013 - 09.2017

Coordinator

Advanced Facilities Maintenance
06.2012 - 03.2013

Call Center Operations Supervisor

Garden City Group
07.2010 - 12.2011

Similar Profiles

CREATE PROFILE
Erika JonesManagement & Customer Service