Erica Whitehurst

• Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
• Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
• Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
• Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
• Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
• Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
• Improved overall call center performance with effective coaching and feedback to team members.
• Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
• Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
• Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.

• Loaded, unloaded, and moved material to and from storage and production areas.
• Performed general housekeeping and cleaning tasks.
• Helped maintain a well-organized warehouse by participating in regular housekeeping activities, such as sweeping, dusting, and keeping aisles clear of obstructions.
• Exceeded daily productivity goals through efficient task completion and strong time management skills.
• Contributed to a positive work environment through open communication, teamwork, and proactive problem-solving efforts.

• Assisted visitors and customers to provide directions, answer questions and meet requests.
• Verified each individual's right to enter restricted areas and denied access to unauthorized persons..
• Completed detailed incident reports to provide accurate documentation of security events for future reference..
• Conducted thorough inspections of facilities to identify potential safety hazards or security breaches.
• Maintained visitor logs for accurate record-keeping and improved site access control.

• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Monitored and patrolled grounds throughout night and investigated and reported security risks or crime to promote safety on premises.
• Responded to alarms, hazardous situations and other incidents and called police or fire departments to mitigate emergencies.
• Documented incidents meticulously, aiding in investigations and resolution of security breaches.
• Maintained and submitted logs and reports of nightly activities and followed-up on irregularities to discourage repeat occurrences.

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Investigated and resolved customer inquiries and complaints quickly.

• Inspected quality of products, taking note of functionality, appearance and other specifications
• Identified and documented quality discrepancies for management to develop resolutions.
• Reduced product rejection rates by collaborating with production teams to address quality issues proactively.
• Ensured the accuracy of measurement tools and equipment by performing regular calibration checks and maintenance.
• Evaluated components and final products against quality standards and manufacturing specifications.
• Improved product quality by conducting thorough inspections and identifying defects in a timely manner.

• Improved overall team productivity, assisting colleagues in completing tasks as needed.
• Safeguarded sensitive information by following strict confidentiality protocols within the workplace.
• Boosted department efficiency through the implementation of improved filing systems and document management processes.
• Contributed to a positive work environment by collaborating with coworkers on various projects and assignments.
• Exceeded performance expectations consistently, receiving positive feedback from supervisors and coworkers for dedication, efficiency, and professionalism.

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• Streamlined checkout process by efficiently bagging items and processing payments quickly.
• Implemented upselling techniques to increase average transaction value per customer visit.
• Maintained a clean, organized, and visually appealing store environment to attract customers.
• Assisted in creating eye-catching visual merchandising displays, driving increased foot traffic to the store.