Ericka Ross Email & Phone Number

Charlotte, Nc, Us

New York, New York, United States

★ Manage and build customer relationships and serve as chief customer advocate, monitoring account health scores, retention rates, and other key success metrics as well as championing proactive continuous improvement and data-driven solutions. Manage high-profile projects, support Development and Construction managers, and 13 SVPs and VPs.• Conceptualize and execute the strategic customer success vision. Monitoring account performance, building and cultivating customer relationships, gaining an in-depth understanding of their needs, and delivering solutions that drive long-term relationships and mutual success.• Proactively identify risks and issues, implementing proactive mitigation plans. Point of escalation for customer concerns, utilizing superior customer service skills to convert potential issues into customer success victories.• Lead and manage process improvement and financial projects, including managing cross-functional project teams, deadlines, milestones, budgets, and timelines. • Serve as a bridge between internal teams and client representatives. Ensure alignment and effective communications, for successful service and project delivery.• Analyze key metrics, including customer feedback, market trends, and competitor intelligence. Provide advisement on customer-centric process improvements as well as market and account growth opportunities.• Dispense information for Nexus, Procore, and WebEx training within the admin and construction teams.• Oversee tenant reimbursements, tenant invoices, and project finance reports. Manage vendor expenses and agreements, including project account reconciliations, service agreements, and tracking invoice payments.• Developed the foundation for recruitment and retention, and employee sponsorship for internal growth and advancement.• Lead DEI initiatives, and serve on the Diversity, Equity, and Inclusion Board for BXP (Boston Properties), as well as a Diversity ERG named Elevate for the NY region.

Charlotte, North Carolina, United States

★ Onboarded to provide improved guest experiences and implement promotional efforts. Served as brand Ambassador at major events (NCAA, NASCAR, NBA, NFL, City-Wide conferences).• Top revenue earner on the floor, retaining 98% guest satisfaction. Trained staff in customer service, problem resolution, sales techniques, and proper wine/alcohol pairings. Completed Intro Sommelier training.• Used customer feedback and prior experience to create exceptional customer experiences, promotions, and profitable drink and menu offerings.• Engaged in social media clicks to build a reputation for the business and increase regular clientele. • Developed and implemented weekly “chat and chew” to create innovative ways to bolster revenue and locale culture (Yogi Wednesdays, Brosè Sundays, Summer Solstice Saturdays).

Charlotte, North Carolina, United States

★ Top fundraiser for Make a Wish Foundation 2 years in a row by using “out of the box” marketing and community engagement. The Charlotte location was in the top three locations for fundraising.• Partnered with sales to develop and promote seasonal and new events (Breakfast with Santa, Hoppy Easter Egg, Casino Night) resulting in a 10-15% increase in revenue, and 10% returning customer engagement.

Charlotte, North Carolina, United States

★ Managed Housing and Registration simultaneously for the top accounts in the company, including Fortune 500 companies (i.e., BET, ACN, NRA), for national and international conferences.

Master Of Fine Arts - Mfa, Drama And Music

Master Of Science - Ms, Psychology: Leadership And Organizational Development

Bachelor Of Arts - Ba, Communications

Activities and Societies: UNC Track and Field, Pauper Players, Black Student Association