Erica N. Ghoston
Memphis
Summary
Experienced customer service professional seeking a role in a dynamic company that promotes personal growth and offers opportunities to achieve professional goals.
Overview
13
13
years of professional experience
Work History
Assistant Manager
Mattress Firm
04.2023 - 01.2025
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
Virtual Customer Service Representative
Mattress Firm
12.2022 - 04.2023
- Answer phone calls
- Answer emails or online chat messages
- Address customer concerns
- Direct customers to other resources when appropriate
- Engage in telemarketing
- Make calls to verify information
- Maintain a properly equipped home office
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Developed strong relationships with clients through empathetic communication and genuine concern for their needs.
- Assisted customers in navigating online resources, guiding them toward self-service options when appropriate for quicker resolution times.
- Contributed to company growth by consistently meeting or exceeding performance benchmarks in key metrics.
Virtual Customer Service Agent
Comcast
01.2020 - 12.2022
- Answer phone calls
- Answer emails or online chat messages
- Address customer concerns
- Direct customers to other resources when appropriate
- Engage in telemarketing
- Make calls to verify information
- Maintain a properly equipped home office
Shift Manager
Kroger
12.2019 - 03.2020
- Maintained inventory and generate weekly inventory orders according to projections and current inventory levels
- Ensured all opening/closing tasks are thoroughly completed
- Trained employees in customer service, cash handling/cash registers, and stocking
- Worked and trained in various departments
Assistant Store Manager
Dollar Tree
01.2019 - 11.2019
- Maintained daily record of all transactions and generate reports for store manager
- Assisted manager with properly training staff to deliver outstanding customer service
- Certified timekeeping records are entered accurately and timely into payroll system
- Ensured compliance with company policies and procedures as well as providing supervision
Assistant Store Manager
Mapco Express
04.2016 - 09.2018
- Addressed customer inquiries and resolved complaints
- Assisted store manager with inventory when shipment was received
- Handled large amounts of cash while ensuring accuracy to the store owner's policies
- Enforced company policies for staff under my supervision
Assistant Owner
Brady's Computer Consulting & Service
05.2012 - 09.2014
- Performed on-site repair on personal computers and small businesses
- Maintained diagnosed, and repair computers and networking hardware and software
- Demonstrated excellent communication skills
- Performed cashier duties and assisted resolving customer complaints
- Managed daily operations from opening to closing the store and doing paperwork
Education
High School -
White Station High School
01.2012
Skills
- Customer service
- Money handling
- Team leadership
- Decision-making
- Problem-solving
- Time management
- Customer relations
- Team motivation
- Staff training and development
- Retail operations
- Team building
- Employee scheduling
- Recruiting and interviewing
- Sales strategies
- Customer relationship management (CRM)
- Retail operations management
- Sales growth
- Policy enforcement
- Orientation and training
- Promotional planning
- Multitasking and organization
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Product and service sales
- Microsoft office expertise
- Computer skills
- Multitasking Abilities
- Organizational skills
- Multitasking
- Active listening
Timeline
Assistant Manager
Mattress Firm
04.2023 - 01.2025
Virtual Customer Service Representative
Mattress Firm
12.2022 - 04.2023
Virtual Customer Service Agent
Comcast
01.2020 - 12.2022
Shift Manager
Kroger
12.2019 - 03.2020
Assistant Store Manager
Dollar Tree
01.2019 - 11.2019
Assistant Store Manager
Mapco Express
04.2016 - 09.2018
Assistant Owner
Brady's Computer Consulting & Service
05.2012 - 09.2014
High School -
White Station High School
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