Erika Roman
West Jordan,UT
Overview
2
2
years of professional experience
Work History
Support Staff Member
Friends of SwitchPoint
Salt Lake City, UT
12.2023 - Current
- Used Internet, databases and other sources to conduct searches for needed information.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Responded to customer issues to provide immediate resolution and improve retention.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Handled incoming calls and directed callers to appropriate department or employee.
- Developed processes to improve customer service efficiency levels.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Set up and maintained paper and electronic filing systems for records, correspondence and other material.
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
- Handled travel arrangements, coordinating transportation and reservations.
Case Manager
Wasatch Recovery Treatment Center
Cottonwood Heights , UT
08.2022 - Current
- Transitioned clients to different providers based on progress or needs.
- Organized group activities to provide socialization opportunities for clients.
- Coordinated transportation services for clients who lacked access to reliable transportation.
- Consulted with staff on resolution of complex service issues.
- Attended court hearings as a representative of the organization when needed.
- Recruited, interviewed, and hired volunteers and staff.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
- Maintained logs and electronic client records following department and agency policies for effective monitoring.
- Assisted individuals with eligibility for available benefits.
Assistant Store Manager
7-eleven
West Jordan, UT
09.2021 - 08.2022
- Ensured compliance with all safety regulations throughout the store premises.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Delegated work to staff, setting priorities and goals.
Education
GED -
Horizonte
South Salt Lake, UT06-2011
References
References available upon request.
Timeline
Support Staff Member
Friends of SwitchPoint
12.2023 - Current
Case Manager
Wasatch Recovery Treatment Center
08.2022 - Current
Assistant Store Manager
7-eleven
09.2021 - 08.2022
GED -
Horizonte
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