Erika Roman

West Jordan,UT

Overview

years of professional experience

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.

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.

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.

Horizonte

South Salt Lake, UT

06-2011