Customer Experience Property Management

ERICA WALKER

https://www.linkedin.com/in/erica-walker-32203716a/

901-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Revenue-driven Customer Experience and Operations Leader with 15+ years in ag-tech, logistics, operations, and property management — including 7 years in fast-paced startup environments. Proven success in scaling SaaS products at Indigo Agriculture and Croptell by leading CX strategy, driving user adoption, and enhancing retention through data-driven insights and cross-functional collaboration. Skilled in partner engagement, onboarding optimization, and operations that support both customer satisfaction and sustainable revenue growth.

SKILLS

Customer Experience & Relationship Management

Channel Partner Management • Account Growth & Management • Upsell & Retention Strategy • Sales Enablement Support • Customer Retention • Customer-Centric Communication • Resolving Complaints • Conflict Resolution • Vendor/Supplier Collaboration Leadership & Strategy

Motivational Leadership • Cross-Functional Collaboration • Strategic Planning • Training & Onboarding • Performance Metrics & Goal Setting • Data-Driven Decision Making Project & Operations Management

Project Management & Execution • Territory Management • Vendor Relations • Process Improvements • SLA & KPI Tracking

WORK HISTORY

Head of Customer Experience, 05/2023 – Current

Croptell

Spearhead the CX strategy from testing to beta launch, including onboarding, retention, and farmer-bank collaboration models, directly contributing to early sales pipeline growth through optimized onboarding and training

Build and implement scalable onboarding and support flows for both direct and sponsored users, reducing time-to-value and increasing account activation rates

Author and execute marketing communications and email campaigns that drove lead conversion and improved engagement post-tradeshows while managing the onboarding experience for both direct and channel partners

Lead onboarding for both bank-sponsored and direct-to-farmer users through live platform and Fullstack workflows, including account setup, budgeting tools, and data projections

Serve as key feedback loop between customers and product/engineering, driving enhancements that improved platform usability and increased user retention

Facilitate the rollout of our live dashboard experience, directly impacting user engagement and product stickiness – supporting a 30% increase in feature adoption Customer Experience Sr. Supervisor, 01/2020 – 05/2023 Indigo Ag, Marketplace

Managed a team delivering over 53M+ units across three years, optimizing service delivery to improve customer satisfaction and retention

Led strategy and performance metrics for 15-person team, developed KPIs and accountability standards, maintaining a 98%+ delivery success rate.

Provided leadership support to ensure quick resolution, while maintaining customer-centric communication and sense of urgency

Managed regional/employee KPIs and other metrics reported in Looker/Salesforce to gauge teams’ success, meet goal attainment, on-time percentages, and service level agreements to provide top notch service for 1500+ accounts

Strengthened relationships with high-volume channel partners and suppliers to support long-term growth, contributing to 20M+ units generated through partner-led sales

Identified and support action solutions for process gaps and improvements through Continuous Improvement workflow by creating and leading training sessions across national teams to support alignment, boost service consistency, and accelerate onboarding – indirectly boosting revenue by reducing churn

Collaborated cross functionally with marketing advisors and operations nationwide to train and implement strategies to improve team performance, drive sales growth and continuously improve customer satisfaction

Regional Customer Service Account Executive, 09/2018 - 01/2020 Indigo Ag

Account Executive to 12 Grain Marketing Sales Specialists by managing 100% post-sales customer communications; facilitated logistics, customer complaints, Marketplace/Salesforce issues and payments: Account Management of 113 farmer accounts, 252 transactions, 2.9 million grain deliveries

Cultivated, developed, and maintained strong working relationships with professionals and customers to promote long-term business growth within assigned territory

Maintained current knowledge of evolving changes in marketplace and stayed current on product knowledge, company offerings and industry trends

Kept detailed records of daily activities through online customer database in Salesforce

Collaborated with internal leadership and external suppliers to align product offerings with market demands and improve operational performance

Fielded customer complaints and facilitated negotiations, resolving issues, and reaching mutual conclusions to balance the needs of the customer and company

Conducted business reviews by providing detailed customer experience summaries in efforts to improve customer accounts and customer satisfaction

Property Manager, 01/2017 - 08/2018

Trilogy

Hired, onboarded, and continued education for all departments by creating and conducting employee trainings

Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects

Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes and conducted monthly rental audits

Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments while maximizing rental income and minimizing expenses through effective planning and control

Partnered with Assets Manager within 8-month period to: increase visitor traffic by 15% and customer reviews and satisfaction reports by 52%, increased renewals 22% by improving training programs and introducing strategic lease incentives to maintain high occupancy rates

Conducted regular interior and exterior property inspections for damage and strategically analyzed and implemented processes to reduce maintenance response time

Conducted financial audits, budget forecasts, and strategic planning to improve profit margins and reduce operational inefficiencies

Sales + Operations Manager, 01/2016 - 01/2017

Auto-San

Property Manager, 01/2014 - 01/2016

Rait Residential

EDUCATION

BBA: Business Management University of Memphis 2014 4.0 SYSTEMS & TOOLS

Salesforce • HubSpot • Looker • QuickBooks • Microsoft Office • Confluence • Jira • ChatGPT • Wix • DocuSign • Marketplace • Oracle • Yardi • LinkedIn CERTIFICATIONS

Learning HubSpot LinkedIn Learning 2023

Learning Airtable LinkedIn Learning 2023

10 Mistakes Leaders Should Avoid LinkedIn Learning 2023 How to Beat Burnout, Exhaustion, and Stress LinkedIn Learning 2023 15 Secrets Successful People Know about Time Management LinkedIn Learning 2023 Articulating Your Value LinkedIn Learning 2022 Top 10 Rules for Highly Effective Leadership LinkedIn Learning 2022 Confidence: How to Overcome Self-Doubt, Insecurity, and Fears LinkedIn Learning 2022 Learning to Say No with Confidence and Grace LinkedIn Learning 2022 Success Strategies for Women in the Workplace LinkedIn Learning 2022 The Six Morning Habits of High Performers LinkedIn Learning 2022 Essentials of Mindfulness and Compassion with Scott Shute LinkedIn Learning 2022 Learn the Landscape Carbon College 2022

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