Customer Service Representative
Resume:
SUMMARY
SKILLS
EXPERIENCE
ERICA R.
TURNEY
***********@****.***
HOUSTON, TEXAS 77070
Top producing professional with superior sales, organization and retention skills. Business- conscious individual offering over 20 years working as Manager in the customer relation's sector.
• Recruiting and hiring
• Performance improvements
• Profit and loss
• Customer retention
• Proficient in Microsoft Word, Publisher
• Team building
• Inspections and audits
• Employee Development
• Key performance indicators
• Alternative Dispute Resolution (ADR)
• Multi-tasking ability
• Excellent time management skills
MULTI-STORE MANAGER 04/2017 to Current
LIFE STORAGE - Tomball, TX
Maintain office presentation by overseeing merchandise replenishment, customer courtesy and inquiry response.
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• Train, manage and motivate employees to promote professional skill development. Recruit and hire individuals demonstrating passion, dedication and added value to team.
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Forecasted sales, allocated resources and managed labor to improve productivity metrics by 3% annually.
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• Form and sustain strategic relationships with clients. Identified client business and operational needs and introduced services to provide solutions.
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• Monitor progress by establishing plans, budgets and measuring results. Develop corporate objectives and strategies collaborating on quality metrics and key performance indicators (KPI), as well as strategizing with cross-functional teams on improvement measures related to quality.
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• Supported community outreach initiatives by partnering with local organizations. Limited financial discrepancies, reviewing and approving billing invoices and expense reports.
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REALTOR 01/2016 to Current
Realm Real Estate Professionals - Houston, TX
• Managed real estate transactions from initiation to closing.
• Scheduled home viewings with potential buyers.
• Maintained current and accurate CRM database of prospective customers. Prepare forms needed for real estate transactions, including contracts, deeds, closing statements and leases.
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• Generated list of properties to meet specific client needs.
• Research and determined competitive market price. Communicate with inspectors, lenders and pest control companies to maintain purchase agreement terms.
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Grow client base by acquiring new customers and identifying needs to deliver relevant real estate investments.
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Conduct quarterly seminars and training sessions for sales agents to improve sales techniques.
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• Negotiate contracts and educate sellers and buyers about legal disclosures. EDUCATION AND
TRAINING
CASH STORE, BRANCH MANAGER 08/2009 to 02/2011
COTTONWOOD FINANCIAL - Houston, Texas
Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
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Educated customers on variety of loan products and available credit options to promote valuable decision-making.
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Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
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• Networked within communities to identify and capitalize on business opportunities. Observed all corporate and federal regulatory policies in terms of data security, privacy and confidentiality.
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Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
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Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
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CASH ZONE, BRANCH MANAGER 07/2005 to 07/2009
ERICA TURNEY - Houston, TX
Structured and implemented programs and policies in the areas of training Fostered a teamwork/open-door environment conducive to positive dialogue across the organization.
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Personal efforts were cited as the driving force behind branch's employee-retention rate of 89% within an industry where high turnover is the norm
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Instituted preferred providers list and trained managers and associates on procedures to follow in case of injury
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Reduced office costs by 15% annually through ensuring that company did not pay for duplicate office equipment
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Created a flexible and well-received tool that was later adopted company-wide Interviewed employees to construct an accurate picture of the duties and skills required for each position
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Reviewed employment law, FMLA/ADA/EEO/WC, HR policies and procedures with all new hires
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QUALITY ANALYST 06/2001 to 02/2005
CONVERGY'S CALL CENTER - Houston, Texas
Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
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Investigated performance to maintain employee adherence to quality and safety policies.
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Identified quality trends to investigate system flaws, process inefficiencies and training needs.
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Streamlined processes, increasing efficiency and consistency to support quality initiatives.
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• Created and revised Standard of Operation Procedures and training materials. Created, edited, and updated project manuals and technical documentation used by entire QA team.
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Resolved customer complaints promptly by using listening skills on calls, resulting in better productivity and improved workflows.
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Allocated complaints to governing departments for investigation and tracked resolution times.
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Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
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Collaborated with management to discuss effective plans for resolving major quality problems.
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M.B.Smiley - Houston, TX
High School Diploma
05/1998
ACCOMPLISHMENTS
ACTIVITIES AND
HONORS
WEBSITES,
PORTFOLIOS,
PROFILES
CERTIFICATIONS
Champion School of Real Estate - Houston, TX
License
Real Estate, 01/2016
• Promoted from Customer Service Representative to Quality Analyst, in less than 6-months Created highly effective customer service initiative that significantly impacted efficiency, improved operations as well as added value to each company (Every Call Every Time and The Exit Review)
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• Developed relationships with 20 new clients and typically exceeded sales goals by 2% Led team to win district sales-goal, earning recognition from upper management and financial reward.
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Recognized amongst peers and company and received Power of One Champion for JD Powers Diversity Corporate Citizenship (PDC Certified)
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• Awarded “Top Producing Store Manager of the Quarter” consecutively since 2017
• Consistently maintained high customer satisfaction ratings. Drove 2% improvement in 8 months timeframe through aggressive sales and customer service retention focus
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• Negotiated with vendors, saving the company $1200.00 monthly (in store)
• Member, Houston Association of Realtors
• Member, National Association of Realtors
• Founder of P.E.C. (Non-Profit Organization
• Yearly Recipient of Toys for Tots Award since 2017
• Flowcode.Com/page/ericaturney
• Licensed Realtor - 2016
• ABR License - 2021
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