Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Erika Poje

Guilderland Center,United States

Summary

Dynamic customer service leader with proven expertise in claims investigation and team collaboration development at Hannaford Supermarket. Recognized for enhancing service excellence and achieving a 98% regulatory compliance score. Skilled in problem-solving and proficient in various software, driving operational efficiency and fostering a culture of continuous improvement.

Overview

35
35
years of professional experience

Work History

Assistant Manager, Customer Service

Hannaford Supermarket
Guilderland Center, NY
06.2024 - Current

  • Supported development of accurate sales forecasts and staffing plans.
  • Coordinated induction training to acclimate new employees to the work setting.
  • Regularly assessed employee performance, identifying opportunities for growth.
  • Coordinated day-to-day activities to ensure smooth operation.
  • Implemented measures to assess levels of customer contentment.
  • Facilitated interdepartmental collaboration for efficient operations.
  • Mentored junior staff in executing daily tasks.
  • Addressed service-related questions efficiently and managed disputes effectively.
  • Frequently interacted with customers for deeper insight into their expectations.
  • Maintained standards for safety and policy conformity.
  • Oversaw allocation for staffing, training, and team-building.
  • Handled tense situations with professionalism and poise.
  • Provided feedback by holding regular one-on-one meetings with employees.
  • Evaluated staff achievements, delivering continuous coaching to boost performance levels.
  • Planned engaging team events to enhance workplace morale.
  • Systematically performed all necessary tasks for opening, closing, and transitioning of shifts maintaining high efficiency.
  • Achieved solution for disputes necessitating higher-level involvement.
  • Validated work for uniformity, excellence, and adherence to standards.

Cashier

Hannaford Supermarket
Guilderland Center, NY
12.2023 - 06.2024
  • Welcomed customers and provided information regarding store offerings.
  • Ensured checkout area remained tidy by cleaning countertops, registers, windowsills and floors.
  • Executed accurate payment processing operations to ensure seamless service.
  • Processed diverse payment types with speed and precision while managing the cash register.
  • Maintained adherence to legal requirements in selling age-controlled items.
  • Managed and resolved customer issues aligning with organizational standards.

Customer Service Leader

Hannaford Supermarket
Guilderland Center, NY
06.2023 - 06.2024
  • Handled issues swiftly to maintain strong customer relationships.
  • Worked collaboratively across departments to solve intricate product-related problems.
  • Guided team members in swiftly handling customer grievances.
  • Analyzed customer feedback to pinpoint weaknesses in service processes.
  • Found process enhancements for customer service.
  • Maintained adherence to customer service standards, protocols and guidelines.
  • Delivered effective solutions to promptly handle escalated customer issues.
  • Educated new team members on service methods.

Senior Investigator for Card Fraud

KeyBank National Association
Albany, NY
07.2018 - 06.2024
  • Directed operations for a team of 15 in interim managerial role.
  • Mentored junior investigators in practical skills while emphasizing compliance guidelines and organizational procedures.
  • Played a key role in achieving a 98% regulatory compliance score.
  • Maintained detailed logs, created comprehensive reports and assembled case files.
  • Assigned tasks based on workload requirements.
  • Managed comprehensive documentation pertinent to current investigative efforts.
  • Enabled smooth integration of new employees, driving higher customer satisfaction rates.
  • Enhanced workforce readiness by addressing skill gaps through targeted initiatives.
  • Proactively mitigated potential compliance risks.
  • Optimized operational efficiency via development and management of procedure documentation and training resources.
  • Facilitated smooth product releases through effective coordination with remote teams.
  • Designed and implemented evaluation scripts for system updates.
  • Worked with developers, system installers, and technical support to identify issues and determine the correct team for resolution.
  • Collected data on quality concerns and vulnerabilities, delivering actionable insights for improvement.

Specialist Card Fraud Services

KeyBank National Association
Albany, NY
03.2006 - 07.2018
  • Identified suspicious transactions to safeguard against financial fraud.
  • Executed tasks such as closing and holding accounts.
  • Examined alerts with signs of possibly fraudulent behavior.
  • Contributed to brainstorming sessions aimed at developing fraud countermeasures.
  • Created thorough documentation of investigative outcomes in written form.
  • Resolved problems with expert and approachable service, boosting client contentment.
  • Demonstrated superior phone manners in managing tough conversations.
  • Recognized gaps in training and relayed them to management.
  • Ensured thorough completion of investigations adhering to time-sensitive regulations.

Adjustment Specialist

KeyBank National Association
Albany, NY
04.1990 - 03.2006
  • Balanced open issues in both cash movements.
  • Assisted in testing and deployment of new paperless system.
  • Reconciled account balances.
  • Developed a cross-training program for employees to enhance task prioritization.
  • Eliminated discrepancies in financial records through meticulous data analysis.
  • Provided outstanding service to maintain client satisfaction.

Education

High School Diploma -

Columbia High School
East Greenbush, NY
06.1988

Criminal Justice

Hudson Valley Community College
Troy, NY

Skills

  • Staff training and development
  • Process improvement
  • Workplace morale
  • Service excellence
  • Problem-solving ability
  • Reg E and Reg Z compliance expertise
  • Claims investigation
  • Research skills
  • Quality control
  • Proficient in Dimensions, ADH, QFD, Hogan, TSYS, LexisNexis, Quest, Cognos, Workday, Excel, Word, Outlook, and Microsoft Teams

Accomplishments

  • Selected to Be Interim Manager of Customer Service at a sister store (Hannaford Supermarket)
  • Streamlined Training for new Employees (Hannaford Supermarket)
  • Participant in Women in Retail Business Group (Hannaford Supermarket)
  • Received Power of You Champion in October 2023 (Hannaford Supermarket)
  • Received Award in 2023 for Successful Migration from ADH to QFD (KeyBank)
  • Received Award in 2020 for Successful Upgrade of ADH System (KeyBank)
  • Received Employee of the Quarter in 2018 (KeyBank)
  • Received Directors Award in 2017 for Deposit Exam Review Project (KeyBank)

Timeline

Assistant Manager, Customer Service

Hannaford Supermarket
06.2024 - Current

Cashier

Hannaford Supermarket
12.2023 - 06.2024

Customer Service Leader

Hannaford Supermarket
06.2023 - 06.2024

Senior Investigator for Card Fraud

KeyBank National Association
07.2018 - 06.2024

Specialist Card Fraud Services

KeyBank National Association
03.2006 - 07.2018

Adjustment Specialist

KeyBank National Association
04.1990 - 03.2006

High School Diploma -

Columbia High School

Criminal Justice

Hudson Valley Community College

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Erika Poje