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ERICKA WOULARD

adhq7q@r.postjobfree.com C: 904-***-**** Jacksonville, FL 32218

Goal-driven and Multi-talented Service Manager offering over 10 years of retail banking experience successfully establishing and maintaining good working relationships with customers that encourage customer retention and referrals. Maintains high-quality service in managing operational controls and minimizing inefficiencies in trends. Communicative and team player oriented with skills in coaching and task delegation. Maximizes high proficiency and effectiveness in operational daily objectives by identifying, managing, and evaluating risks associated with operational and decisional losses. Assessing the adequacy and accuracy of compliance and regulatory standards, coaching team members to adhere to the implementation of rules, regulations, and laws set by the corporation and the federal government. Data analytics

Reporting and documentation

Process optimization

Team building

Staff management

Coaching, developing, training, and mentorship

Relationship development

Planning and coordination

Process improvement

Team management

Communications

Business operations

Operational improvement

Organization

Problem resolution

MS Office

Supervision

Task delegation

Team player

Business acumen

Wells Fargo Jacksonville, FL

Service Manager

05/2012 - Current

Collaborated with customers to offer solutions to service needs. Hired, trained and developed service department staff to drive performance.

Adhered to customer service standards to foster satisfaction and retention.

Defined department objectives and monitored performance to facilitate operations.

Motivated, led and supported employees to maintain low turnover. Informed and educated department employees on changes from management.

Forecasted department goals and objectives and enforced deadlines to encourage task progression.

Managed service department budget and investigated and resolved discrepancies.

Summary

Skills

Experience

Monitored employee performance through effective analysis of key metrics.

Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.

Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.

Researched and provided timely resolution to service discrepancies. Created and posted employee work schedules to keep shifts properly staffed.

Reviewed inventory levels and ordered supplies to keep products in stock.

Prioritized and delegated daily work tasks to meet anticipated project goals.

Pitched in to complete various duties during peak periods or employee absences.

Delivered positive reinforcement and constructive criticism for employee work efforts.

Coordinated efficient maintenance schedules to keep systems running at peak levels.

Inspected completed work to assess quality and identify skill or ability issues.

Maintained optimal supply levels to meet expected demands without overreaching budget targets.

Established and enforced clear safety policies to protect workers from injury.

Monitored employee work levels and optimized performance with strategic approaches.

Mitigated project downtime by effectively managing, scheduling and dispatching technicians for on-site repairs.

Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.

Eliminated knowledge gaps by managing continuous training and mentoring strategies for new and junior personnel. Compass Bank Gainesville, FL

Customer Service Coordinator

03/2005 - 08/2009

Developed and implemented strategies retain customers and drive loyalty.

Established quality standards for service team members and evaluated progress.

Maximized revenue by proactively building and managing key customer relationships.

Monitored documentation procedures to maintain consistent policies and current records.

Tracked and reported customer interaction trends to assess procedures and identify opportunities to improve systems. Worked with sales teams to understand processes and enhance after-sales support.

Collaborated with leadership teams to evaluate previous actions and adjust procedures for handling future issues.

Trained over 25 customer service employees in proper procedures and successful call management techniques over 3 years. Researched resolutions, contacted necessary departments and rcomplesponded back to customer back phone, mail or fax as follow up.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Reconciled accounts, posted daily entries and conducted financial analysis with Storevision Teller and Storevision Platform. Interacted with over 45 customers per shift to provide and process information in response to inquiries, concerns and requests about services and products.

Developed and improved successful operational, auditing and compliance policies.

Supervised and motivated customer service teams to maximize business performance.

McDonald's Talllahassee, FL

First Assistant Store Manager

06/2001 - 10/2004

Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.

Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

Set schedules and delegated assignments based on team member strengths to optimize floor coverage and service levels. Recruited, interviewed and hired individuals demonstrating passion, dedication and added value to team.

Leveraged ERP software to coordinate and enhance delivery of inventory.

Helped team members deliver polite and positive service to every customer by closely monitoring behaviors and offering constructive guidance.

Promoted and supported strong relationships with local community organizations in surrounding area.

Performed daily activities in timely manner, including managing housekeeping and inventory needs of store.

Encouraged professional growth and talent development in associates to increase performance in all areas.

Mentored team on effective upselling and cross-selling techniques. Handled scheduling for two store shifts across 7-day work weeks to promote proper and adequate staffing.

Maintained organized store, responded to customer complaints and answered questions quickly.

Built proactive and productive relationships with General Managers, Store Operations Managers, Store Owners, and business agents. Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.

Led teams in planning, implementation and execution of merchandising and operating initiatives.

Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members. Collaborated with department heads to identify opportunities, develop timely solutions and create action plans.

Minimized waste through expense tracking and effective cost control strategies.

Assessed, optimized and elevated operations to target current and expected demands.

Coached and developed store associates through formal and informal interactions.

Completed frequent walk-throughs and directed team members to correct any issues impacting store appearance or professionalism. Conducted analysis to address productivity and employee needs which resulted in improved employee morale.

Processed credit and debit card payments and returned proper change for cash purchases.

Achieved or exceeded business plans on consistent basis by engaging employees in key processes.

Replenished merchandise, welcomed customers, responded to questions and maintained overall presentation of store. University of Phoenix Tempe, AZ

MBA in Health Care Administration

06/2015

Santa Fe College Gainesville, FL

Bachelor of Arts in Health Care Management

06/2014

Santa Fe Community College Gainesville, Fl

Associate of Arts in Business Administration

05/2001

Gainesville High School Gainesville, FL

High School Diploma

06/1999

Member of Operational Integrity Council (2 years)

Member of Volunteer Chapter Council of Jacksonville (2 years); Secretary for 1 year Member of African-American team member network

Member of Pride team member network

Education and Training

Activities and Honors

Service Excellence Leader 2015, 2018, 2019

Star Performer 2018, 2019

Champion of Diversity and Inclusion

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