Summary
Overview
Work History
Education
Skills
Volunteerism
Timeline
Generic

Erica Mercer

Belmont,NC

Summary

Accomplished manager skilled at building atmosphere of collaboration and performance excellence to provide every customer with exceptional experiences and promote brand loyalty. Effectively oversee and align processes with dynamic conditions while increasing efficiency and maximizing profits. Motivational leader skilled at building relationships with customers, employees and senior management.

Overview

14
14
years of professional experience

Work History

Assistant Store Manager

Food Lion
Charlotte, NC
01.2019 - Current
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed opening and closing procedures, monitoring shrink and recommended and changes to enhance efficiency of daily activities.
  • Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.

Customer Service Manager

Food Lion
Charlotte, NC
01.2017 - 12.2018
  • Manage Front End operations, conduct/manage payroll and store sales
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Ensure quality shopping experiences for customer through communication and assistance with store inventory.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Assistant Manager

Walmart
Monroe, NC
11.2004 - 11.2007
  • Managed over 500 associates through interviewing, training, and monitoring of duties.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.

Customer Service Agent

Piedmont Airlines
Charlotte, NC
04.2017 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.

Education

Accounting

Morgan State University
Baltimore, MD

High School Diploma -

Walbrook High School
Baltimore, MD
06.1988

Skills

  • Microsoft Office (Word, Excel, Payroll, Power Point)
  • Texlon (Handheld Device)
  • Coaching and Mentoring
  • Focus and Follow-Through
  • Hiring and Training
  • Business Leadership
  • Retail Operations
  • Management Training
  • Finance and Accounting Oversight
  • Assignment Delegation
  • Strategic Merchandising
  • Problem Anticipation and Resolution
  • Originality and Creativity

Volunteerism

  • Chappell Memorial Baptist Church, Greeter
  • West Charlotte Cowboys, Team Parent
  • Second Harvest Food Bank, Volunteer
  • Love Project, Volunteer
  • Charlotte Mecklenburg Schools Volunteer

Timeline

Assistant Store Manager

Food Lion
01.2019 - Current

Customer Service Agent

Piedmont Airlines
04.2017 - Current

Customer Service Manager

Food Lion
01.2017 - 12.2018

Assistant Manager

Walmart
11.2004 - 11.2007

Accounting

Morgan State University

High School Diploma -

Walbrook High School

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Erica Mercer