Erica Ofosu, Mba Email & Phone Number

United States

• Actively monitor inbound client/customer activity using the Remedy, Cisco Phone systems and all other application platforms to readily address spikes in activity as well as identifying trends for support.• Work collaboratively with key business leaders with process improvement, new support needs & on-going processes to assist with strengthening business relationships.• Work collaboratively with fellow BuySmart leadership to monitor & coach all associates as needed.• Provide suggestions and ideas for process improvement, improved ways of doing business to meet the needs of the customer.

Remote

• Supervises the work of 45 remote customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures.• Evaluates employees’ job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources• Provides support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.• Support and enforce contact center expectations.

Memphis, Tennessee

Customer Service Supervisor • Interacts with our customer, Johnson and Johnson on a daily basis, responding to their questions and requests and guiding them to provide immediate service to their customers.• Ensures claims are entered when product is found damaged in the warehouse.• Ensures service incidents are entered based on Johnson and Johnson’s customer complaints for operations to investigate to provide root cause and corrective action. • Oversees the customer service team.Operations Analyst • Manages the KPIs to conduct research to provide root cause and corrective action for failures. • Use the KPIs to encourage improvement within the facility. • Compile data for review during monthly and quarterly business reviews.Returns Supervisor • Responsible for ensuring the execution of 5S throughout the facility.• Manages the process of returns product within 48 hours of receipt to ensure proper credit is given in a timely manner. • Ensures compliance with key processes while achieving safety, quality, efficiency and financial KPI’s. • Oversees the returns’ team.

Memphis, Tennessee

Greater Memphis Area

Memphis, Tennessee

Memphis, Tennessee

Cordova, Tn

•Ability to obtain pertinent information in order to create a need for mental health or substance abuse treatment•Demonstrated knowledge of substance abuse and mental health though insurance per certs and concurrent reviews•Developed treatment and discharge plans for the ability to obtain financial approval for a patient

Germantown, Tn

•Ability to communicate well with people in a crisis situation.•Demonstrates knowledge of chemical dependency through motivating the potential patient to seek treatment.•Communicates well through effective notes to help determine treatment options for the potential patient.•Provide substance abuse after care treatment for adolescent and adult patients that have successfully completed inpatient or outpatient treatment.•Develop and implement topics to keep building on recovery.•Coordinates quarterly events and activities to keep the family involved in the recovery process

Master Of Business Administration - Mba, Human Resources Management/Personnel Administration, General

Bachelor'S Degree, Psychology

Associate'S Degree, Accounting