Customer Service Sales

Erick L. Roberts

**** ******** *** *********, ** 21206

443-***-**** *****.*******@*****.***

Operations Manager

An efficient, detailed-oriented and well organized Sales Professional with more than 10 years of

customer service in the retail industry and a combined 9 years of customer service in healthcare. Proven

effectiveness in training and managing customer service representatives for superb client support and

problem resolution. Demonstrated ability to identify and remediate complex deficiencies and resolve

time-sensitive projects. Ability to work independently and in collaborative team. Excellent time

management skills with demonstrated ability to effectively prioritize a broad range of responsibilities.

Successfully able to motivate associates to achieve corporate sales objectives

Area of Expertise

Customer Relations Staff Development Problem Resolution

Cost Reduction Account Management Goal Setting

Relationship Building Inventory Management Merchandise Verification

Accomplishments

• Prevented key customer from switching business to a competitor by quickly resolving major

quality complaints. Loss –prevention resulted in $8,000 saving per year

• Increase company profits on average of $18,000 per quarter by generating new client business

• Identified serious safety hazards in loading areas and customer traffic areas resulting in

immediate order of equipment maintenance and prevention of injuries

• Redesigned antiquated filing systems by transferring documents into electronic database

increasing staff access to essential information and reducing errors by 44%

Professional Experience

Team Supervisor/ Operations Manager Staples Inc…

• Provide leadership to warehouse supervisors, team leads and associates to adhere to safety,

productivity and quality standards.

• Created daily reports of sales, markdowns, returns, and damaged product

• Evaluate performance of employees and provide recommendations for salary increases,

promotions and transfers.

• Analyze and resolve work problems, recommend and implement process changes, upgrade

equipment, and improve production methods to increase quality and efficiency.

Release of Information Specialist/ Healthport Technologies

• Partner with several clinics, health systems and physician practices to process and fulfill medical

record request and maintain compliance related to releasing medical information to all types of

requestors in a timely and efficient manor ensuring accuracy, providing customers with the

highest quality product and customer service.

• Safeguard and protect the patient’s right to privacy by ensuring that only authorized individuals

have access to the patient’s medical information and that all release of information request are in

compliance with the authorization, company policy and HIPPA regulations

Employment History

2011-current Staples Inc…Team Supervisor/Operations Manager

2008-May 2014 Healthport Technologies Alpheretta Georgia

2007-2011 Staples Inc… Sales Manager

2003-2011 Copy & Print Production/Lead Office Supply Supervisor

Education & Professional Development

Greater Baltimore Board of Realtors Timonium,

Maryland

HIPPA Compliance Healthport

University

Frederick Douglass Senior High School Baltimore,

Maryland

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