Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erika Lanham

Haleyville,AL

Summary

Dynamic leader with a proven ability to enhance customer satisfaction and loyalty at Taco Bell. Expertise in conflict resolution, performance management, and multitasking has driven significant improvements in service delivery. Recognized for sales acumen and exceptional customer relationship management, resulting in increased team productivity and enhanced operational efficiency. Aiming to leverage these skills to further elevate customer experiences in a challenging environment.

Overview

4
4
years of professional experience

Work History

School Assessment Representative

Concentrix
Haleyville, AL
01.2024 - Current
  • Greeted customers and responded to inquiries in a timely manner.
  • Provided customer service by answering product and service related questions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Caregiver

Northwest Alabama Mental Health
Haleyville, AL
05.2023 - 01.2024
  • Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
  • Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
  • Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
  • Monitored vital signs including blood pressure, temperature and pulse rate.
  • Prepared meals according to dietary requirements and assisted with feeding when necessary.
  • Administered prescribed medications on a timely basis following care plan instructions.
  • Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
  • Accompanied clients to social events such as movies or plays.
  • Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
  • Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
  • Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
  • Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
  • Provided emotional support for clients who were experiencing depression or anxiety due to their illness or disability.
  • Participated in team meetings regarding client progress or concerns raised by family members.
  • Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
  • Observed changes in behavior or physical condition that may require medical attention and reported them promptly to supervisor.
  • Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.

Customer Service Representative

Kelly Connect
Haleyville, AL
01.2023 - 05.2023
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Manager

Taco Bell
Haleyville, AL
04.2021 - 06.2022
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Initiated new projects that resulted in increased productivity across all departments.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Provided leadership during times of organizational change or crisis situations.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Organized special events such as conferences or training sessions for employees.
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Education

High School Diploma -

Haleyville High School
Haleyville, AL
05-2016

Skills

  • Sales expertise
  • Data entry proficiency
  • Telephone reception
  • Professionalism
  • Conflict Resolution
  • Multitasking
  • Time management abilities
  • Cross-functional team leadership
  • Team Leadership
  • Performance Management
  • Set up devices
  • Performance Metrics
  • Customer Relationship Management
  • Troubleshoot service issues

Timeline

School Assessment Representative

Concentrix
01.2024 - Current

Caregiver

Northwest Alabama Mental Health
05.2023 - 01.2024

Customer Service Representative

Kelly Connect
01.2023 - 05.2023

Manager

Taco Bell
04.2021 - 06.2022

High School Diploma -

Haleyville High School

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Erika Lanham