Administrative Operations Leader with a Decade+ Experience

ERICKA L. COLE

Orlando, FL 407-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

Organized and detail-oriented administrative professional with over a decade of experience supporting executives, managing office operations, and improving team productivity. Proven ability to streamline processes, oversee client relations, and execute administrative tasks with precision and professionalism in fast-paced environments. PROFESSIONAL EXPERIENCE

Payne Law, PLLC October 2022 – April 2025

Senior Intake Specialist / Intake Specialist

• Oversaw and enhanced client intake and lead tracking processes to ensure smooth case management and communication.

• Led team meetings, developed training materials, and improved productivity through collaboration and leadership.

• Acted as liaison between firm partners, attorneys, and referral partners to ensure client satisfaction and timely updates.

• Provided analytical reports to management summarizing client conversions and performance metrics. Apple One Employment Agency for Tidal Basin September 2021 – May 2022 Eligibility Specialist Case Manager

• Linked eligible families in crisis to emergency housing and financial resources.

• Conducted eligibility research using public and court records, ensuring compliance with assistance program requirements.

• Managed client files, handled reconsiderations, and met daily performance metrics while providing quality service.

Master’s Touch Detailing, LLC June 2020 – August 2021 Business Manager

• Managed startup operations, vendor relationships, and client engagement.

• Integrated automation tools for marketing, onboarding, and payment systems.

• Oversaw licensing, social media, and business documentation compliance. Onin Staffing for U.S. Space & Rocket Center March 2019 – January 2020 Restaurant Supervisor

• Supervised staff and ensured a positive guest experience through training and leadership.

• Provided daily sales reports and performance feedback to management. AT&T December 2015 – April 2018

Customer Service & Retention Representative

• Resolved billing and technical issues, retaining clients through solution-oriented service.

• Exceeded sales and service goals through proactive communication and problem-solving. C.L.I.M.B. Outreach, LLC June 2013 – June 2015

Targeted Case Manager Supervisor / Case Manager

• Developed case plans and coordinated community-based services for clients with mental health and housing needs.

• Trained new case managers on documentation, advocacy, and compliance standards. Owens Facility Services April 2011 – July 2013

Event Staff Supervisor / Event Staff Member

• Supervised janitorial teams and maintained operational readiness for events and entertainment venues. City of Tallahassee March 2008 – December 2008

Administrative Aide

• Provided administrative support including scheduling, document processing, and database management.

• Coordinated with departments and vendors to improve workflow and service efficiency. EDUCATION

Florida A&M University, Tallahassee, FL

Master of Applied Social Science, Concentration in Public Administration Bachelor of Science in Political Science, Minor in Pre-Law Studies SKILLS

Administrative: Executive Support, Scheduling, Office Management, Process Improvement, Reporting Technical: Microsoft Office Suite, Google Workspace, CRM Systems, Data Entry Interpersonal: Leadership, Communication, Client Relations, Team Training

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