Erika Smith

Work History

CompuPro IT Services, LLC

04.2021 - Current

Evaluate employee onboarding programs and present strategic improvement recommendations.
Partner with the owner on HR and business functions using a consultative approach to proactively identify and address issues and concerns.
Structured compensation and benefits according to market conditions and budget demands.
Performed budget analysis to control expenditures and predict future budget needs.
Provide advice and assistance on employee-related issues, including conflict resolution, performance management, disciplinary actions, and employee grievances.
Develop strategies to foster a positive work environment, improve employee morale, and increase employee retention.
Collaborate with other small businesses and non-profits to generate revenue for projects to enhance visibility in the community.
Consultative services to ensure the company remains compliant with relevant employment laws and regulations while advising on HR policies and procedures to minimize legal risks.

T-Mobile

11.2021 - 08.2023

Increased customer engagement through social media.
Maintained the company's social media presence by posting messages, answering posts, and monitoring responses.
Utilized high levels of written communication to address customer pain points while ensuring T-Mobile remained protected and in compliance publicly.
Creatively developed new solutions in a fast-paced, deadline-driven environment via the Khoros ticketing system and phone calls within SLA.
Expertly resolved escalated customer concerns when they sought us out as the highest level of support.
Documented all interactions to protect the organization and fulfill customer and employee satisfaction.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Collaborated with external departments and outside parties to resolve discrepancies and create expert solutions.

T-Mobile

03.2017 - 11.2021

Performed needs and cultural evaluations to strengthen improvements at all organizational levels.
Presented reports highlighting proposed changes regarding performance and efficiency enhancement.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Demonstrated respect, friendliness, and willingness to help wherever needed.
Produced clear and well-written communications and documentation, including thorough call analyses for leadership review.
Maintained confidentiality of investigations and escalated concerns to appropriate levels of leadership when necessary.
Effectively executed promo escalations for a team of 40 representatives.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Maintained records of employee attendance and online rate while working remotely via Workday.

T-Mobile

03.2015 - 03.2017

Gained customer acceptance by demonstrating cost reductions and operations improvements.
Identified sales opportunities by assessing the environment and devising and implementing a winning strategy.
Provided business solutions for potential and existing clients by utilizing exemplary communication skills that allowed for tailored packages.
Built relationships with customers and the community to establish long-term business growth.
Achieved sales goals and service targets by cultivating and increasing new customer relationships by 50% while on the marketing team.

T-Mobile

09.2005 - 03.2015

Investigated and resolved customer inquiries and complaints quickly while delivering first-time resolutions.
Led the way in drafting a new call flow for our community of 40 to better handle the excessive number of calls being received to combat misapplied promotions.
Effectively trained new hires as a training assistant.
Won Power Player and T-Mobile All-Star awards 30+ times for exceptional performance.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Met customer call guidelines for service levels, handle time, and productivity.
Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.