Erica Burton Email & Phone Number

Worldwide, Oo

I am the Operations Manager for the Human Capital and Talent Management (HCTM) Contact Center at USAID.Some of my duties and responsibilities include:Staffing: Recruiting, hiring, selecting, and training new Contact Center staffPerformance: Evaluating staff performance and team effectiveness, and providing tools to help agents with challenging customer service issuesGoals: Setting customer service goals and developing objectives for day-to-day operationsReporting: Analyzing call center data and preparing reports for upper managementOperations: Monitoring system performance and identifying and resolving problems to maintain and improve call center operationsScheduling: Managing work schedules to ensure sufficient coverageCoaching: Facilitating coaching to develop skills and improve the effectiveness of work flowCross Collaboration: Working with other leaders and peers in the HCTM to improve team workClient Engagement: Working with the client to understand the needs to focus on process improvement and transformation

Manassas, Virginia, Us

I am the Operations Manager for the Human Capital and Talent Management (HCTM) Contact Center at USAID.Some of my duties and responsibilities include:Staffing: Recruiting, hiring, selecting, and training new Contact Center staffPerformance: Evaluating staff performance and team effectiveness, and providing tools to help agents with challenging customer service issuesGoals: Setting customer service goals and developing objectives for day-to-day operationsReporting: Analyzing call center data and preparing reports for upper managementOperations: Monitoring system performance and identifying and resolving problems to maintain and improve call center operationsScheduling: Managing work schedules to ensure sufficient coverageCoaching: Facilitating coaching to develop skills and improve the effectiveness of work flowCross Collaboration: Working with other leaders and peers in the HCTM to improve team work

Halethorpe, Maryland, Us

• Manage team of virtual customer service representatives to process orders, answer calls, respond to chats • Provide coaching and feedback to customer service representatives to improve order accuracy, customer experiences, and more• Audit and review orders, quotes, and inboxes • Do weekly reports to track team productivity, business updates, and more• Support finance team with Account Receivables payment processing• Curate books, collections, and digital products for schools• Create presentations for training team members, other departments, and new hires• Process daily VLOOKUP reports for tracking business trends• Perform testing and facilitate training for SAP implementation

Philadelphia, Pa, Us

• Managing a team of employees in a call center location for Comcast Xfinity products.• Responsible for all hiring, coaching, training & development of Customer Experience Agents. • Organizing team meetings to communicate company initiatives & to improve overall call quality & customer satisfaction.• Daily & weekly coaching sessions with agents to focus on Key Performance Indicators & to grow sales skills.• Excellent leader with consistently top performing teams in the Beltway region.• Excellent interpersonal, customer service & conflict resolution skills. Responsible for meeting both profitability-related metrics as well as behavior-related metrics. Excellent first call resolution results.• Management of Career Advance path goals & metrics to ensure agents success in progressing within the program.

Public Relations/Marketing

Public Relations/Image Management