SUMMARY

SKILLS

EXPERIENCE

ERICA R.

TURNEY

adr7hm@r.postjobfree.com

713-***-****

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

Contact this candidate