Erica Reynolds (Urrca)
Professional Profile
People Manager- I’m a multifaceted leader who is passionate about creating a positive work environment where the customer and employee experience are a priority. This leadership style drives exemplary sales results, as well as continued growth and development in my team.
Team Player- I actively collaborate with others, and I use my strong interpersonal and communication skills to engage employees across multiple channels in the business. I seek out feedback and encourage open conversations from my peers, supervisors and employees.
Facilitator- I love to organize and coordinate people and projects. I am an excellent multitasker who thrives in fast-paced environments where I can prioritize tasks, prepare communications and ensure deadlines are met.
Skills/Interests
-Art & Graphic Design
-Digital Media
-Brand Management
-Social Media Management
-Internal Communications
-Sales & Sales Management
-Employee Growth & Development
-Team Culture & Engagement
-Customer Experience Management
-Baking & Pastry, Culinary Arts
-Hospitality Industry, Food & Beverage Industry
-Spanish Language & Literature
-Conversational Spanish Speaker
System/Platform Knowledge
CRM: Salesforce
CEM/CXM: Medallia
ERP: SAP Inventory Management, SAP Concur Travel and Expense, Kronos Workforce Planner
SaaS Analytics: Tableau
POS: OMNI, NCR, Micros
Slack, BlueJeans, Cisco Webex Teams
Google G-Suite, Microsoft Office Suite
Adobe Suite (in progress)
Education
Azusa Pacific University
Azusa, CA | 2010-2013
Completed 90+ Units towards a Bachelor of Arts in Spanish | Dean’s List
The Art Institute of Orange County
Santa Ana, CA | 2013-2014
Baking and Pastry Diploma | Dean’s List
Westview High School
San Diego, CA | Class of 2009
High School Diploma | 4.03 GPA | Varsity Soccer and Track & Field Athlete
Awards/Accomplishments
Local Council Leadership Team Member
Spring 2020- May 2021 | Verizon, Arkansas-Louisiana Territory
Territory-Level Employee Engagement Team with the objective to:
Host high-quality employee engagement, culture and community volunteerism programs and events designed to maintain and strengthen our culture of social responsibility and humanability.
Two-Time #InItTogether Award Recipient
July & December 2020 | Verizon, South Central Region
Recognizes those who: Lead by example through inspiration and contributing towards a collaborative culture. Provide an exquisite experience both internally and externally. Foster a culture of curiosity focused on learning, growing, and developing.
L.E.A.D. Manager Program Alumni
Fall 2019 | Verizon, Arkansas-Louisiana Territory
Leadership Development Program for Future General Managers
2018 Winner's Circle
Spring 2019 | Verizon, South Central Region
Top 10% Sales Performers in Region for 2018 Fiscal Year
L.E.A.D. Specialist Program Alumni
Spring 2018 | Verizon, SoCal Territory
Leadership Development Program for Future Solutions Managers
Experience- Graphic Arts, Web Design, Social Media
Volunteer Graphic Designer/Social Media Manager, Agape Chapel OC
September 2021-Present | Remote (Costa Mesa, CA)
-Produces content, logos and other branding materials. Leads design choices for all content at Agape Chapel OC.
-Uses social media marketing tools to create and maintain the Agape Chapel OC’s brand.
-Analyzes the digital marketing plan and social media strategy to identify strategic weaknesses and make recommendations for improvements.
-Researches social media trends and informs church leadership of changes that are relevant to Agape Chapel OC's marketing activities.
-Interacts with followers via the company’s social media accounts and web forms.
-Manages design and layout of the Agape Chapel OC website and app via the Subsplash platform.
-Uses social media marketing tools to create and maintain the Agape Chapel OC’s brand.
-Analyzes the digital marketing plan and social media strategy to identify strategic weaknesses and make recommendations for improvements.
-Researches social media trends and informs church leadership of changes that are relevant to Agape Chapel OC's marketing activities.
-Interacts with followers via the company’s social media accounts and web forms.
-Manages design and layout of the Agape Chapel OC website and app via the Subsplash platform.
Experience- Sales & Sales Management
Inside Sales Specialist, Verizon
May 2022- Present | Remote (Vancouver, WA)
-Growing the Verizon business by generating sales and achieving continued growth by providing exceptional customer service.
-Takes inbound calls from potential customers in response to promotional communications and makes outbound calls to customers who are eligible for new promotions.
-Helps customers understand how Verizon's wireless services will enable them to play, work, and live better.
-Takes inbound calls from potential customers in response to promotional communications and makes outbound calls to customers who are eligible for new promotions.
-Helps customers understand how Verizon's wireless services will enable them to play, work, and live better.
Solutions Manager, Verizon
January 2018- May 2021 | Tyler, TX
-Coached the sales team to meet and exceed sales metrics and assigned quotas.
-Inspired and trained the sales team to deliver an exceptional customer experience.
-Lead store operations by analyzing staffing needs, reporting financials and sales data, and meeting compliance requirements.
-Monitored inventory and managed store merchandising.
-Cultivated a positive work environment that encouraged open communication, career pathing, personal development and social responsibility.
Solutions Specialist- Verizon
January 2017- January 2018 | Irvine, CA
-Created personal connections with customers, discovered their specific needs, and provided products and solutions to help simplify and organize their lives.
-Generated sales and added value to the Verizon brand by applying problem-solving skills and genuine customer service.
-Excelled in a team-based environment with individual sales targets and commissionable sales.
Experience- Hospitality
Server- Olive Garden
September 2016- January 2017 | Huntington Beach, CA
-Provided friendly and efficient table service.
-Earned multiple promoter scores from guest surveys for excellent customer service.
-Showcased the ability to upsell and generate revenue through food and wine sales.
-Trained new-hires through team selling, assessing menu knowledge, and resolving customer escalations effectively.
Baker- The Resort at Pelican Hill
October 2015- July 2016 | Newport Coast, CA
-Produced various types of viennoiserie and artisan breads at 5-Star resort standards.
-Managed inventory and ordering of products for the Bakery Department.
-Responsible for administrative duties and organization of bakery orders for all resort outlets including in-room-dining, banquets, and multiple restaurants and cafes.
Pastry Cook- 24 Carrots Catering & Events
March 2015- September 2015 | Irvine, CA
-Assisted the Head Pastry Chef in the production of various breads, pastries & dessert components.
-Pastry Bistro Lead: Supervised all pastry orders & production for 5 Bistro locations.
Specialty Cake Sales; Dessert Prep/Macaronier- Beverly’s Best Bakery
June 2014- March 2015 | Yorba Linda, CA
Specialty Cake Sales:
-Analyzed customers’ needs and provided customized dessert and cake options for specialty events and weddings.
-Demonstrated, explained and sold luxury cake accessories and event solutions.
-Provided excellent customer service by making discoveries through personal connections to offer personalized solutions.
Dessert Prep and Macaronier:
-Prepared dessert components and produced customized French macarons for specialty orders.