Summary
Overview
Work History
Education
Skills
Timeline
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PAULINE ERICKSON

Superior,Wisconsin

Summary

A skilled and dedicated diverse professional with a successful background working in the area of customer service, assistant store management, mental health intensive rehabilitation, case management, brand management and marketing. Strong, confident, compassionate and self-motivated with a history of serving in people orientated positions where connections were made to help people thrive. Acting with transparency, honesty and integrity to help people and businesses achieve success by providing exceptional service, improving processes and communication within the working environment. A previous owner/manager of a successful small entertainment company from 2006-2015, doing all hands-on operations, management of employees and advertisement. Ability to work one-on-one or with large groups of individuals, as well as, other professionals to keep the balance in any environment.

Overview

17
17
years of professional experience

Work History

Customer Service / Marketing Brand Manager / Public Relations

AUCTION NATION LLC
Phoenix, AZ
03.2019 - 03.2020
  • Promoted from Customer Service Manager to expand market reach and revenue potential, managing relations with key vendors evaluating companies for $50M+ online auction company
  • Expanded market reach and doubled customer database, delivering 11% open rate for outbound prospecting emails by re-writing content
  • Increased BBB rating from F to A+, Trustpilot score from 3 to 4.5 and reduced social media complaints, reviewing, and providing feedback to client issues on Trustpilot, Yelp and Google
  • Leveraged Active Campaign software and Cision Newswire Group, accelerating growth through authoring and distribution of press releases
  • Customer Service

Customer Service Manager

Auction Nation
Phoenix, AZ
03.2018 - 03.2019
  • Hired to improve customer relations, leading team to answer 500+ calls daily
  • Accelerated response time to client requests by 50%+, developing and integrating processes for managing client communications via phone & email which increased customer satisfaction, developing standardized and professional responses to common complaints.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
  • Improved customer service initiatives by streamlining sales and order management processes.
  • Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.

Assistant Store Manager

GOODWILL of CENTRAL & NORTHERN ARIZONA
Phoenix, AZ
02.2016 - 03.2018
  • Lead a team of 35 retail associates in day-to-day operations, including purchasing, safety compliance with monthly meetings, inventory, employee hiring, onboarding, management and scheduling for a high-volume store of national non-profit agency/retail company
  • Promoted from Retail Merchandise Processor to Retail Sales Lead (4 positions) within 10 months, recognized for exceptional performance
  • Consistently met or exceeded daily sales goals and drove 100%+ increase in monetary donations, analyzing sales reports and providing both training & incentives to associates
  • Improved retention and employee engagement, developing flexible and effective bi-weekly associate schedules
  • Lowered risk and increased regulatory compliance, completing hiring documentation including I-9’s
  • Maintained strong customer relations and shopping experience, ensuring there was sufficient supplies and all areas were kept orderly.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
  • Reviewed sales and gross profit report to assess company efficiency
  • Supervised and evaluated staff to help improve skills, achieve daily objectives and attain advancement
  • Met or surpassed business targets regularly through employee engagement and forward-thinking planning
  • Directed promotion and brand loyalty efforts to build direct relationships with customers
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures
  • Maintained positive customer relationships by responding quickly to customer service inquiries
  • Processed payments for credit and debit cards and returned proper change for cash transactions
  • Reconciled daily sales transactions to balance and log day-to-day revenue
  • Rotated merchandise and displays to feature new products and promotions
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations

Mental Health Professional

NYSTROM & ASSOCIATES LLC
Duluth, MN
01.2015 - 10.2015
  • Empowering individuals with mental health diagnosis, and their families, through teachings of coping mechanisms, developing goal attainment through life skill building-things while performing intensive rehabilitation in community/home setting for individuals
  • Drove improvement in patient outcomes, developed, delivered & executed individual treatment plans through assessment, interviewing and observation.
  • Provided information on additional community resources and met 2x weekly while managing ongoing caseload of 15-20
  • Keeping daily records on electronic health records (EHR), ensuring insurance eligibility, Allscripts Patient Management, working with ICD-9/Coding and billing
  • Weekly follow through client care team and family if involved.
  • Continuing Education Courses, Modules, the Code of Ethic, Responsibilities, Policies & Procedures for state, provider as well as HIPAA training.
  • Displayed sensitivity to cultural and linguistic needs of clients and families served.
  • Delivered client assessments for those struggling with addiction or relationship issues and implemented strategies based on client needs.
  • Offered and documented treatment consent forms in patient health records.

Owner/Operator

AWZTRUK ENTERTAINMENT, Superior WI
01.2007 - 02.2015
  • Created an entertainment company and managed day to day operations for local entertainment including employee management, sales, marketing and DJ performances at private parties from 10 – 500 people
  • Expanded market reach and accelerated profitable growth, adding 4 systems and 8 employees over eight years
  • Conducted 200+ events annually, including private parties, large weddings, and secured regular bar/restaurant performances with 2-3 locations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Optimized team hiring, training and performance.
  • Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
  • Developed key operational initiatives to drive and maintain substantial business growth using knowledge of market trends to create value-added solutions resulting in significant increase in revenues and customer base.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.


Supportive Healthcare Worker

IRIS – LEAH KARLON, WI
01.2008 - 03.2012
  • Provided meal preparation, physical therapy, life skills coaching for client with a variety of social/mental/physical health issues
  • Reported to client’s home, was supervised by her mother as cares were out of client’s home
  • Escort client to alternative medical procedures and treatments
  • Empowering individual through teachings of coping mechanisms, developing client personal goal attainment through life skill building-things such creating activities for brain stimulating ideas, providing essential interaction with client and encouraging speaking
  • Communication through use of DynoVox
  • Daily record keeping of client behavior, activities, food intake, output, etc.
  • Partnered with healthcare teams to address care plan management, development and implementation.
  • Diagnosed issues and implemented treatment plans to resolve problems or help manage symptoms.
  • Adhered to all resident lifting and safe lifting instructions and rules.
  • Assisted patients with therapy exercises as specified by care team.
  • Provided family members with general health education and tips for patient care.

Education

Master of Science - Counseling Psychology

Walden University

Bachelor of Applied Science - Psychology

University of Wisconsin – Superior

Comptia Network+ -

Advanced Business Learning Center
Tempe, AZ

218 Course Credits Towards Ph.D. - Counseling Psychology

Walden University
Minneapolis, MN

Skills

  • Customer Service; Client Relations; Operations Management; Brand Management
  • Team Management; Public Relations; Marketing
  • Community Resources Attainment; Basic Life Skills
  • ITP Creation; ICD-9 Billing / Coding; EHR/EMR
  • CRM Allscripts PM Microsoft Office Suite Active Campaign EMMA POS Systems
  • Detail-Oriented; Complex Problem Solving
  • Verbal and Written Communication
  • Decision Making; Conflict Resolution

Timeline

Customer Service / Marketing Brand Manager / Public Relations

AUCTION NATION LLC
03.2019 - 03.2020

Customer Service Manager

Auction Nation
03.2018 - 03.2019

Assistant Store Manager

GOODWILL of CENTRAL & NORTHERN ARIZONA
02.2016 - 03.2018

Mental Health Professional

NYSTROM & ASSOCIATES LLC
01.2015 - 10.2015

Supportive Healthcare Worker

IRIS – LEAH KARLON, WI
01.2008 - 03.2012

Owner/Operator

AWZTRUK ENTERTAINMENT, Superior WI
01.2007 - 02.2015

Master of Science - Counseling Psychology

Walden University

Bachelor of Applied Science - Psychology

University of Wisconsin – Superior

Comptia Network+ -

Advanced Business Learning Center

218 Course Credits Towards Ph.D. - Counseling Psychology

Walden University

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PAULINE ERICKSON