Erin Holberg Email & Phone Number

Since 2009, I have been creating custom branding elements, portraiture, and illustration for a wide variety of customers and clients - including restaurants, farmers markets, celebrity fans, and small businesses. My portfolio includes logo and business card designs, photorealistic drawings, hand-embroidered jackets, calendar art, and stickers.Highlights:- Managing my business and designing brand elements and creative goods for a multitude of customers all over the world- Expanding my medium skillset to include digital graphics, traditional pencil rendering, mixed media, and embroidery

Six months later, I was promoted to CX Manager. My duties and responsibilities increased dramatically, including managing the entire 6-person team of CX associates, further developing cross-functional relationships with other departments, all payroll, continued 1-on-1s, admin duties, and organizing full team meetings. By leading the team from a strategic yet sensitive perspective, I advocated for and represented the CX crew to the wider Splendid team. Additionally, I created monthly, topical recipe content for Splendid's socials and blog. Highlights:- Received three separate promotions with the company in only 14 months, due to strategic, quick learning, and exceptional work- Managed the full team of CX agents, maintaining a 100% employee retention rate by developing trust-based relationships with direct reports and providing a space for honest dialog- Collaborated cross-functionally with all other departments, and worked closely on projects fueled by my team's research that reduced company spending on operational hang-ups- Created content for blog and social media platforms with post engagement often 400%+ higher than other similar content at the time

After another brief five months, the shift from Senior CX Associate to CX Team Lead was part of a CX team restructuring plan that I organized, which resulted in career growth for myself, a colleague, and my manager. This also included an expansion of my team, as I absorbed another associate as an additional direct reports. Duties remained similar, although management tasks increased by 33%.

Remote

After only four months with the company, I advanced to a Senior Associate role, which included managing three agents on the 8-person customer service team. Management duties included handling scheduling, payroll, conducting 1-on-1 bi-weekly meetings with direct reports to assess progress and goals, and holding bi-weekly meetings with my team. I also specialized in operations, and worked closely and cross-functionally with the ops team to handle delivery-related concerns.Highlights:- Formulated a CX team restructuring plan that increased upper management workload efficiencies by over 30% and resulted in career growth for teammates

Remote

As a customer service representative, my duties included taking care of all customer needs and concerns via email, phone, CRM software, and socials. This required me to learn new tech platforms in a fast-paced start-up environment, which also allowed for skill development and quick growth.Highlights:- Received a promotion within my first four months of work, due to job performance- Organized back-end training and SOP policies for crediting and refunding customers

Boulder, Colorado, United States

At Organic India USA, I was the director behind all customer service needs, including product replacements, quality checks, and filing complaints. I also aided in office flow and kept supplies stocked and operations running smoothly. Additionally, I took on many quality-related responsibilities once the company became fully remote, including receiving and releasing products, COA documenting, and other supply chain needs.Highlights:- Successfully led the entire CX function single-handedly - including web and email inquiries, phone lines, and samples distribution - which helped to keep business spend at a minimum- Demonstrated a high level of adaptability when absorbing all QA responsibilities later into my role- Gaining invaluable industry knowledge regarding herbal supplements, production, and supply chain

Boulder, Colorado, United States

At ONE Boulder Fitness, I held many various roles, including front desk associate, front desk manager, personal trainer, and spin instructor. Working at the health club helped to broaden my knowledge immensely on movement practices, nutrition, sports therapy, and overall physical and mental well-being.Highlights:- Coached a wide variety of clients on nutritional practices and exercises to meet their individual goals- Led a jam-packed weekly spin class that I created, which was often maxed out in attendance capacity- Juggled complex, ever-changing employee schedules for a team of nine front desk representatives

Boulder, Colorado, United States

During my time at Shine Restaurant & Gathering Place, my role evolved from food and beverage server to floor manager. As a server, I helped to keep the restaurant running smoothly during busy lunch and dinner hours. After the business moved locations and reopened, I became floor manager during dinner shifts. My management duties included monitoring the servers' guest interactions, keeping an eye on kitchen times, mingling with restaurant-goers, running end-of-night paperwork and budget management, and fulfilling banking needs. Highlights:- First real management experience as the main point of contact for servers and guests during busy dinner shifts- Conducting evening financial duties and payout with accuracy, attention to detail, and efficiency- Made critical business decisions during shifts regarding customer complaints, servers' schedules, and kitchen management

York, Pennsylvania, United States

At Holberg Design Inc., my duties included monitoring and updating the company's Twitter, YouTube, LinkedIn, Instagram, and Facebook accounts, as well as assembling weekly work for the blog.Highlights:- Acquired skills in blog writing and social media work- Managed all socials platforms for Holberg Design Inc.- Applying creative writing skillset to blog work and content creation

Kenmare, Ireland

At Mick & Jimmy's Cafe in downtown Kenmare, Ireland, my duties included taking and serving food orders, bussing tables, managing the cash register, making specialty coffees, restocking glassware, and plating desserts.Highlights:- Carried out multiple duties during busy shifts at peak-summer season- Built good relationships with customers and developed life-long friendships with a few coworkers- Collaborated with fellow restaurant workers to deliver top-notch service

Kenmare, Ireland

At the Horseshoe Bar and Restaurant in downtown Kenmare, Ireland, my duties included taking and serving food orders, bartending work, extensive cleaning before and after service, coffee preparation, taking reservations, and bussing tables. Highlights:- Carried out multiple duties during busy shifts at peak tourist season- Built good relationships with customers and locals- Collaborated with fellow restaurant workers to deliver top-notch service

Bar Harbor, Maine, United States

At Stewman's Lobster Pound in downtown Bar Harbor, I filled three jobs: server, hostess, and ice cream shop attendant. Server duties included taking orders, delivering the food to the tables, serving drinks retrieved from the bar, and bussing tables. Host duties included seating tables, keeping the seating chart organized, retrieving menus, and collaborating with other hosts during busy wait times. Lastly, ice cream shop attendant duties included keeping the space clean and tidy, plating desserts for the restaurant, scooping and serving ice cream treats for window customers, and preparing to-go lobster rolls and takeout orders. Highlights:- Carried out multiple roles during busy shifts at peak-summer and tourist season- Experienced first serving position in a buzzing restaurant atmosphere- Built good relationships with customers and served as a good source of information for tourists in the area wanting to know more about local hikes and the National Park- Collaborated with fellow restaurant workers to deliver top-notch service

West Glacier, Montana, United States

At Lake McDonald Lodge, I served as host for the summer in Russell's Fireside Dining Room. Duties included setting up to-go coffee and the buffet table for breakfast, tearing down the buffet after service in preparation for lunch, seating tables, organizing parties of guests when there was a wait time, and keeping the seating chart evenly dispersed and fair for servers.Highlights:- Carried out multiple duties during busy shifts at peak-summer and tourist season- Built good relationships with customers and served as a good source of information for tourists in the area wanting to know more about local hikes- Collaborated with fellow restaurant workers to deliver top-notch service