Erikka T. Email & Phone Number

Leading a global technical product support team spanning multiple locations, including internal and outsourced teams in the Philippines and Argentina, fostering collaboration with Product, R&D Engineers, Marketing, Sales, and Customer Success teams to drive growth and retention solutions.Strategizing for scalability and implementing new AI tools and technologies to augment & enhance performance and experience.Spearheading integration of qualitative and quantitative customer feedback into strategic decision-making processes across all business units, including technical support, partner services, product management, R&D, legal, and finance, enhancing overall customer satisfaction.Gathering & sharing feedback on new product launches, significantly reducing bugs and improving product quality, which enhanced customer satisfaction and streamlined global operations.Directing the gathering of product requirements, user stories, and customer use cases, and conducting QA testing to provide actionable feedback on product roadmaps and enhancements, ensuring continuous improvement throughout the product lifecycle.Contributed to the Excellence Task Force by devising and implementing strategies for performance excellence and change management. Focused on delivering a seamless customer experience to exceed KPIs and OKRs. Analyzed TTFR, CSAT, and NPS data trends to drive results through targeted behavioral coaching and feedback.Fostering a diverse remote team culture with a strong emphasis on open communication and relationship-building, as an integral part of leadership success in a global environment.TOOLS| ZENDESK | G SUITE | OFFICE | JIRA | CONFLUENCE | AIRCALL | TRELLO | ZOOM | SLACK | SENDGRID | OPEN AI | ADA | WORKNET |

Remote

Managed a portfolio of top national clients with a combined book of business exceeding $15M for Greystar, Cushman & Wakefield, Bozzuto, Lincoln & Equity Residential, initiating and leading projects to streamline manual processes and drive revenue growth while delivering a premier, white-glove client experience.Oversaw end-to-end client experience for top five national rental companies ensuring high satisfaction and effective resolution of complex issues across multiple domains.Collaborated with clients to implement and optimize advertising campaigns on Google, Facebook, Instagram, and onsite ads, achieving significant improvements in click-through rates (CTR).Provided expert support for technical issues related to feeds, API integration, and lead tracking, including reviewing XML and JSON files to identify and resolve display errors. Successfully migrated and connected feeds and built ad listings for clients.Led the comprehensive onboarding process from contract review to ad deployment, ensuring a seamless experience across the network. Managed all aspects of client engagement, from advanced billing issues to technical support and client services.Earned 36 Karma accolades from peers and leaders for consistently exemplifying Core Values such as delivering quality on time, fostering teamwork, taking ownership, and enhancing transparency within the organization.

Remote

Spearheaded the development and presentation of customized remote learning solutions for a diverse global clientele, including executive clients from 76 countries and Fortune 1000 companies such as Deloitte, PwC, EY, KPMG, Dell, Samsung, Vodafone, Adobe, Google, Verizon, Toyota, Hyundai, NATO, Nvidia, GE, and Pfizer.Successfully onboarded 50+ clients, aiding them in securing their first employment at Fortune 1000 companies in the US, Canada, and internationally through targeted interview practice and constructive feedback, significantly boosting their confidence and job readiness.Conducted online educational meetings to identify client learning objectives and provided insights into American and Canadian business practices, processes, and cultures, facilitating successful onboarding and achieving clients' language and cultural learning goals.Achieved an exceptional average rating of 4.9/5 from over 500 satisfied clients, reflecting the high quality of webinars and online training sessions delivered to a varied audience.Developed and delivered core training materials and PowerPoint presentations tailored to client learning outcomes, enhancing the effectiveness of training programs.TOOLS| TOKBOX | G SUITE | OFFICE | CANVA | ADOBE | AIRTABLE | TRELLO | ZOOM | AIRTABLE |

Embarked on a journey to circle the globe which took four-months, experiencing local customs, traditions, and cuisines across diverse countries & cities including Singapore, Bali, Vietnam, Italy and more. Demonstrated advanced problem-solving abilities by meticulously planning travel logistics and adeptly adapting to unforeseen challenges such as weather disruptions, flight delays, and other unexpected events.Leveraged experience to navigate complex, dynamic situations and enhance understanding of international cultural practices, contributing to personal and professional growth.Established rapid rapport with individuals in unfamiliar environments, facilitating English language practice and enhancing cross-cultural communication skills.

Washington, United States

XFINITY by Comcast NBCUniversal, majority shareholder of Sky & Sky News MediaAssumed a dual location manager role to lead a team across customer onboarding, sales, operations, customer service, new customer acquisition, contract renewals, and technical support for two counties.Recruited, trained, and developed a high-performing team of over 20 direct reports, consistently achieving over 125% of sales and recurring revenue goals by addressing escalated issues and leveraging them to enhance customer loyalty and business growth.Utilized Prosci ADKAR change management strategies to support growth and transition during a period of significant expansion, resulting in an estimated $6M increase in enterprise-wide revenue through process enhancements.Delivered a white-glove service approach, ensuring seamless onboarding for XFINITY Mobile, Apps, Digital Voice, Streaming, and Home Security Services, while maintaining a focus on innovation in customer experience.Received multiple awards at national, division, and regional levels for exceptional customer experience, including Innovation, NPS Elevation Impact, and Going the Extra Mile for My Customer Chair.Collaborated with product managers, marketing teams, engineers, and external affairs to provide critical feedback and advocate for customer needs, while balancing business objectives.Implemented the Net Promoter System and successfully launched the XFINITY Mobile product, achieving a high score in the YourVoice employee survey across two locations.Led professional development initiatives as a member of the Women’s Network Board and co-chaired Membership & Operations for the Young Professionals Network, fostering career growth and community engagement.TOOLS| ORACLE | NPS | SAP | KRONOS | SALESFORCE | TABLEAU | JIRA | TEAMS | MS OFFICE | CSG ACSR | ZENDESK | | MEDALLIA |

Vancouver, British Columbia, Canada

Achieved a significant improvement in sales integrity, improving from 47% to 98% within the first 30 days through enhanced audit procedures and scorecard refinements across multiple locations.Recognized as Top General Manager for outstanding sales and service excellence, consistently surpassing new client acquisition targets and driving growth in recurring revenues.Recruited, interviewed, hired, coached, and developed a high-performing team, setting and exceeding sales and performance targets by leading through example.Directed the onboarding and training of new members on facility use, equipment, and member benefits programs, while developing and mentoring my team to deliver the same high service standards.Collaborated with the personal training team to drive upsells through strategic client goal planning and tailored fitness solutions.Planned and executed Member Appreciation Days to boost recurring revenue retention and enhance member engagement.TOOLS|ORACLE| KRONOS | MONERIS | OFFICE | G SUITE |

Vancouver, British Columbia, Canada

Spearheaded the launch of brick-and-mortar stores for Coastal Contacts Inc., the world’s largest e-commerce eyewear retailer, and developed comprehensive retail business elements to support the company’s Omnichannel Strategy.Achieved over $2,000 per square foot (PSF) in revenue within the first four months of opening the first retail location, exceeding all sales and service expectations, and successfully launched three new locations within eight months.Created and implemented a detailed training playbook for onboarding new employees, ensuring consistency and excellence in service delivery.Partnered with IT, engineering, finance, marketing, and call-center leadership teams to enhance the customer experience through improved customer journey processes and integrated solutions.Designed and executed sales and operations process playbooks for both front-end and back-end implementations at international locations, including Australia and New Zealand.Renowned for innovative problem-solving through Design-Thinking ideation, particularly in aligning back-end systems and processes to optimize operations.Recruited, hired, and onboarded teams in sales, service, and product knowledge, building a foundation for high performance and customer satisfaction.TOOLS| ADP | NPS | MONERIS | JIRA | OFFICE | CORE | HUB |

Vancouver, British Columbia, Canada

Directed a team of over 10 direct reports at Canada’s leading luxury vacation and performance swimwear retailer, managing a multimillion-dollar retail location with the second-highest Sales Per Square Foot (PSF) in Canada, consistently surpassing all sales targets.Achieved record-setting sales performance during the recession years of 2009, 2010, and 2011, setting three consecutive sales records as the only manager to do so during this challenging period.Post-acquisition by Swimwear Etc. in 2012, led the training of newly acquired managers and under-performing staff, transforming them into top performers through the application of the Friedman Sales System and targeted product knowledge seminars.Developed and implemented a supply ordering system that was adopted company-wide, resulting in a 30% reduction in supply operational costs.Recruited, trained, and developed a high-performing team, focusing on excellence in sales, customer service, and operations, to drive superior performance and customer satisfaction.Collaborated closely with buyers and the marketing team to deliver customer product feedback, influencing future purchasing decisions and enhancing product offerings.

Bachelor Of Science - Bs, Business Administration

Activities and Societies: Graduated Magna Cum Laude (High Honors)Coursework included: Business Policy & Strategy, Quality Management.

Education record

Recently selected as a recipient of the $10,000 Proctor & Gamble - Scholarship Grant Anticipated graduation January 2027

Google Project Management Career Certificate

Google Project Management Career Certificate is a rigorous, hands-on, program that covers traditional and Agile project management.

Associate Of Science - As, Business Administration

Activities and Societies: Graduated with HonorsCoursework included: Consumer Behavior, eCommerce, Marketing, Finance, Multinational.

Certificate In Finance

The Finance Certificate Program has equipped me with the ability to apply business models for strategic decision-making, interpret.

Certificate In Marketing

My recent marketing certification has equipped me with the expertise to seamlessly integrate core marketing principles into strategic.