Erin Henry
Customer Service
Front Royal,VA
Summary
Well-qualified customer focused professional with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
30
30
years of professional experience
Work History
Real Estate Agent
NextHome Realty Select
Front Royal, VA
07.2018 - Current
- Greet and register new clients to engage each in process and cultivate long-lasting relationships.
- Guide home buyers in the purchasing process, including connecting them with lenders for loan approvals
- Advertise client properties through websites, social media and real estate guides.
- Show homes that best meet location and budget needs
- Guide home sellers through the marketing and entire sale process
- Write listings detailing and professionally highlighting property features to increase sales chances.
- Review market research data and changed sales plans accordingly.
- Maintain inventories and records of sales collaterals and closings.
- Create and implement marketing plans to drive sales and coach staff on new strategies for maximum results.
- Represent buyers and sellers of developed and undeveloped properties.
- Liaison between buyers and sellers to provide positive experiences for both parties.
- Use MLS and other realtor databases to find properties for clients.
- Negotiate, facilitate and manage real estate transactions.
- Present purchase offers to sellers for consideration.
- Assist clients in financial planning for purchase.
- Cultivate a network of positive relationships with lender, inspectors, attorneys, appraisers, and contractors for referring clients
- Implement and maintain CRM in order to maintain connections with clients and encourage repeat business and referrals.
- Draft and facilitate paperwork such as purchase offers, contracts, addendums to contracts and closing statements
- Facilitate inspections and appraisals required per contracts
- Complete required hours for continuing education every year to stay abreast of the market, sales and advertising strategies, changes in laws and, ethic requirements
- Manage contracts, negotiations and all aspects of sales to finalize purchases and exceed customer expectations.
- Develop and maintained relationships with clients through networking, postcards and cold calling.
- Collect fees and documented payment processes for property transactions.
- Communicate with clients to understand property needs and preferences.
- Market and sold property for clients by hosting open houses and advertising online and in print.
Office Manager
B& D Excavating, Inc
Middletown, VA
10.2010 - 04.2020
- Complete Payroll and payroll liabilities
- Complete certified payroll for government projects
- Advertise for open employment positions, conduct interviews, hire employees for all departments
- Process new employee information, set up all employee records, verify employment eligibility through E-Verify, communicate company policies to new employees
- Monitor work activities and evaluate performance of employees
- Oversee employee benefits administration including communicating benefits to new employees and updating employee information with benefits providers
- Maintain OSHA records and update all company sites for customers regarding B&D OSHA standing
- Manage equipment leases, and all company contracts such as: telephone services, copier service, computer equipment, temporary labor services, and others as they arise
- Order all tools & supplies
- Keep track of and schedule all maintenance of building, equipment, and vehicles
- Conduct drug and alcohol testing both per customer requirement as well as randomly
- Oversee all office administrative and personnel functions as well as some production functions in keeping with B&D, federal, and state standards
- Create and maintain Miss Utility ticketing and employee scheduling
- Installed and maintained computer-based job costing / accounting system, Bid2Win to manage job finances
- Receive inbound and make outbound calls, correspond to emails from clients, answer their questions, document any incidents, route incidents to appropriate parties, and ensure/facilitate ultimate resolution any issues
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Updated reports, managed accounts and generated reports for company database.
- Maximized cash flow through optimal billing and collection processes.
- Attended meetings, seminars and workshops to enhance knowledge of bookkeeping functions and other job duties.
- Utilized company's accounting systems to review reports and prepare assessments.
- Delivered performance reviews, recommending additional training or advancements.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained store equipment, printers and fax machines.
- Managed senior-level personnel working in field supervisory capacities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database.
- Orchestrated and deployed online employee timekeeping program to improve measurements of overtime and employee work hours.
- Reviewed time records for up to 70 employees to verify accuracy of information.
- Calculated deductions and processed payroll for employees.
- Applied knowledge of regulations, employment law and tax code to keep operations in compliance with applicable standards.
- Posted customer payments by recording cash, checks and credit card transactions.
- Prepared bills receivable, invoices and bank deposits.
- Offered payroll-related subject matter expertise to management and employees to resolve payroll discrepancies.
- Processed payroll garnishments such as tax liens and child support.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Complied with established internal controls and policies.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Built strong relationships with vendors to enhance cost offerings and accomplish favored customer status.
- Input all relevant transactions and supervised properly within accounting system.
- Closely monitored accounts to post timely payments and resolve billing discrepancies.
- Positively interacted with all partners, employees and customers using exemplary communication and interpersonal talents.
- Reconciled daily AR ledger and verified proper posting.
- Verified discrepancies and resolved clients' billing issues
- Resolved valid or authorized deductions by entering adjusting entries.
- Maintained records by imaging invoices, debits and credits.
- Processed incoming payments in accordance with established financial policies.
- Completed daily process adjustments to maintain accuracy.
Customer Service
B&D Excavating, Inc.
Middletown, Virginia
10.2008 - 10.2010
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Contact customers, review customer contracts, communicate safety and training information to customers, provide information for sales quotes
- Ensure customer satisfaction on all levels
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Resolved concerns with services to help with retention and drive sales.
- Took ownership of customer issues and followed problems through to resolution.
- Created and reviewed invoices to confirm accuracy.
- Addressed potential contract cancellations and offered catered solutions to retain accounts.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Kept accurate records to document customer service actions and discussions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Followed through with client requests to resolve problems.
- Provided primary customer support to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recorded account information to open new customer accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Clarified customer issues and determined root cause of problems to resolve service inquiries and complaints quickly.
- Updated account information to maintain customer records.
- Maintained clean and orderly office areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and provided backup support for organizational leadership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered excellent customer service, resulting in consistent customer satisfaction. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Improved overall efficiency by anticipating needs and providing outstanding support.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and backed up managers.
- Developed and updated databases to handle customer data.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Effective liaison between customers and internal departments.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
Real Estate Agent
Weichert Realtors
Front Royal, VA
04.2004 - 07.2018
- Managed contracts, negotiations and all aspects of sales to finalize purchases and exceed customer expectations.
- Developed and maintained relationships with clients through networking, postcards and cold calling.
- Sold high volume of properties in short timeframes to exceed quotas and maximize business revenue.
- Collected fees and documented payment processes for property transactions.
- Greeted and registered new clients to engage each in process and cultivate long-lasting relationships.
- Communicated with clients to understand property needs and preferences.
- Advertised client properties through websites, social media and real estate guides.
- Maintained connections with clients to encourage repeat business and referrals.
- Marketed and sold property for clients by hosting open houses and advertising online and in print.
- Reviewed market research data and changed sales plans accordingly.
- Wrote listings detailing and professionally highlighting property features to increase sales chances.
- Maintained inventories and records of sales collaterals and closings.
- Created and implemented marketing plans to drive sales and coached staff on new strategies for maximum results.
- Represented buyers and sellers of developed and undeveloped properties.
- Liaised between buyers and sellers to provide positive experiences for both parties.
- Used MLS and other realtor databases to find properties for clients.
- Assisted clients in financial planning for purchase.
- Negotiated, facilitated and managed real estate transactions.
- Presented purchase offers to sellers for consideration.
Education
Certification - Real Estate
Weichert Real Estate School
Front Royal, VA04.2004
High School Diploma -
Warren County High School
Front Royal, VA06.1995
Skills
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Financial History Reviews
- Terms Review and Enforcement
- Adaptability and Flexibility
- Contract Preparation
- Building Customer Trust and Loyalty
- Customer Data Confidentiality
- Understanding Customer Needs
- CRM Software
- Staff Training
- Policy and Procedure Modification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Real Estate Agent
NextHome Realty Select
07.2018 - Current
Office Manager
B& D Excavating, Inc
10.2010 - 04.2020
Customer Service
B&D Excavating, Inc.
10.2008 - 10.2010
Real Estate Agent
Weichert Realtors
04.2004 - 07.2018
Certification - Real Estate
Weichert Real Estate School
High School Diploma -
Warren County High School
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