ERIKA MORRIS
Baltimore,MD
Summary
Project manager and operations professional with over 15 years of experience in team leadership, client management, and performance enhancement. Known for driving call center improvements and resolving complex operational challenges while maintaining customer satisfaction and service quality.
Overview
17
17
years of professional experience
Work History
Project Manager
BrightKey, Inc.
01.2023 - Current
- Promoted from Customer Service Professional to Project Manager to lead a challenging client account requiring stronger operational support and day-to-day management.
- Took ownership of multiple challenging client accounts, leading call center performance improvements through hands-on leadership, quality monitoring, employee coaching, and operational problem-solving.
- Supported a major client system migration, maintaining frontline customer service operations through significant implementation challenges and coordinating resolution of customer-impacting issues.
- Managed team of 11 customer service professionals, overseeing daily operations, employee performance, service quality, and addressing client account needs to enhance customer satisfaction.
- Conducted quality assurance reviews across calls, chats, and emails, completed annual employee reviews, and provided ongoing coaching and performance support to ensure service excellence.
- Troubleshoot backend account and system issues, resolve problems directly when possible, and create, escalate, and track tickets requiring client-side intervention.
- Prepare client invoices, review billing for accuracy, and conduct quarterly account performance reviews to assess service trends and opportunities for improvement.
Customer Service Professional
BrightKey, Inc.
01.2018 - 07.2023
- Provided multichannel customer support by phone, live chat, and email across multiple client accounts.
- Assisted customers with membership, certification, account, and service-related inquiries, ensuring adherence to individual client policies and requirements.
- Researched accounts, maintained records, troubleshot problems, and resolved customer issues across multiple Association Management Systems (AMS) and client platforms.
- Adapted to different client accounts, systems, procedures, and service expectations while delivering accurate and professional support.
Night Supervisor
Daedalus Books
01.2010 - 01.2018
- Supervised night-shift customer service team of 5–8 employees, providing guidance to ensure accurate and efficient completion of tasks.
- Oversaw evening mail-order processing operations, resolving escalated customer service and order-related issues to enhance customer satisfaction.
- Balanced and reconciled customer checks received for mail orders at end of each shift, ensuring accuracy in payment records.
Customer Service Representative
Daedalus Books
01.2010 - 01.2017
- Provided customer service by phone and email, assisting customers with book orders, product questions, account concerns, and order-related issues.
- Processed mail-order book purchases and customer payments, ensuring accuracy and efficiency to enhance customer satisfaction.
- Researched and resolved customer concerns, facilitating smooth daily order-processing and administrative operations.
Education
High School Diploma -
Howard High School
Skills
- Project Management Software
- Project Operations
- Project Performance Tracking
- Client & Account Management
- Customer Experience
- Quality Assurance
- Performance Improvement
- Operational Management
- Change Management
- Team Leadership
- Team Development Strategies
- Issue resolution
- Office productivity
- Database Management
Personal Information
Title: PROJECT MANAGEMENT | CLIENT OPERATIONS | CUSTOMER EXPERIENCE | TEAM LEADERSHIP
Timeline
Project Manager
BrightKey, Inc.
01.2023 - Current
Customer Service Professional
BrightKey, Inc.
01.2018 - 07.2023
Night Supervisor
Daedalus Books
01.2010 - 01.2018
Customer Service Representative
Daedalus Books
01.2010 - 01.2017
High School Diploma -
Howard High School