Summary
Overview
Work History
Education
Skills
Timeline
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Erica Dagesse

Mesa,AZ

Summary

Detail-oriented individual with exceptional communication and organizational skills. Proven ability to handle multiple tasks effectively while maintaining a large caseload. Demonstrates an exceptional ability to provide professional and client-minded service with an empathetic approach, ensuring a positive experience for all.

Overview

11
11
years of professional experience

Work History

Operations Specialist, Medallion Support

Bank of America
04.2024 - Current
  • Provide Financial Center associates with accurate information by keeping abreast of Medallion procedures.
  • Deliver complete and concise explanations to inquiries made via inbound calls.
  • Guide clients through the Medallion process while focusing on empathy and professionalism through potentially difficult life events the client may be facing.
  • Effectively resolve associate questions and research requests while proactively identifying additional needs and opportunities to enhance the relationship.
  • Provide point of call resolution for issues.
  • Demonstrate excellent verbal, written and listening skills, knowledge of products and services, integrity and ability to work as part of a team.
  • Foster collaborative relationships within and across business units.
  • Understand and demonstrate cultural awareness.
  • Anticipate and understand client needs. Provide clients with a high level of customer service to ensure case completion from start to finish.
  • Provide end to end ownership and follow up for Medallion stamp requests in a case management capacity. Manage a high volume of cases to ensure clients have the most seamless experience possible with the Medallion team.
  • Interface with associates and clients for intake, follow up, and general information about the program.
  • Deescalate emotionally charged clients when assisting them in remediating issues with documents regarding their life event related cases.

Operations Generalist, Money and Asset Transfers

Merrill Edge
09.2022 - 04.2024
  • Process routine/standard transactions according to established procedures and prescribed processes in support of Merrill.
  • Provide quality service and effective and efficient operations support for the assigned areas internal business partners and/or external customers and clients.
  • Provide clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel.
  • Assist with phone calls, email boxes and processing queues.
  • Provide advice and assist with training for less experienced team members.
  • Solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information and setting expectations to fulfill the request.

Customer Service and Office Manager

Complete Testing Solutions
06.2021 - 09.2022
  • Answer incoming customer communications via phone and email in a timely manner.
  • Familiar with accounts payable and receivables using quick books.
  • Responsible for maintaining 300+ customer accounts with monthly follow ups and check ins using ZOHO CRM.
  • Taking product orders and overseeing the process from start to finish to ensure customers are informed through all steps of the order process and delivery is prompt.
  • Communicating with vendors regarding package transit and delivery issues.
  • Communicating with vendors regarding status of orders and order issues.
  • Daily filing of paperwork and invoices.
  • Handling sales inquiries and providing customers with product information and assisting them in the selection of the correct drug tests for their business needs.
  • Calling sales leads to discuss the benefits of signing on with our company and get the sale.
  • Handling onboarding of all new clients to ensure proper paperwork and procedures have been followed through the customer set up process.
  • Assigning daily tasks and overseeing employees throughout the office to ensure productivity and provide assistance when needed.
  • Guiding new employees through onboarding procedures and paperwork upon hiring.
  • Assisting new employees with the set up of necessary workplace accomodations when required.
  • Maintained accurate and up-to-date HR files, records and documentation.
  • Led management of HR policies regarding vacation, sick time, employee benefits, services and employment discrepancies or issues.

Wireless Consultant

Cellular Sales
05.2020 - 11.2020
  • Working with customers to determine products and services that best fit their wireless needs, as well as guiding them through set up to meet monthly sales quotas.
  • Providing technical support for a variety of devices from cell phones, to connected home and vehicle devices.
  • Reviewing accounts and billing to ensure that all of our customers are receiving the best possible service and value.

Live Sales Coordinator

University Tees
07.2017 - 07.2020
  • Plan, organize, and execute online apparel sales to meet monthly and yearly sales quotes.
  • Use social media platforms to conduct market research and crowd-source designs and products that will perform well with our target audience.
  • Negotiate ideal price points for each sale and oversee art design process to completion.
  • Maintain knowledge of licensing and trademark regulations in our industry.
  • Communicate with Business Development Leader to ensure all orders are processed, invoiced, and produced in a timely fashion and that all customer service issues are resolved.

Wireless Consultant

U.S. Cellular
08.2019 - 05.2020
  • Working with customers to determine products and services that best fit their wireless needs, as well as guiding them through set up to meet monthly sales quotas.
  • Providing technical support for a variety of devices from cell phones, to connected home and vehicle devices.
  • Reviewing accounts and billing to ensure that all of our customers are receiving the best possible service and value.

Jewelry Consultant

Zales, The Diamond Store
05.2018 - 04.2019
  • Engaging customers in conversation to understand their needs and objections.
  • Presenting merchandise and detailed information on features and benefits.
  • Offering extended service plans and financing options.
  • Meeting individual and team sales goals.

Head Counselor

Colebrook Recreation Department
05.2014 - 09.2017
  • Plan 11 weeks of summer camp, soccer camp, and drama camps for children ages 5-14.
  • Facilitate and lead groups of up to 15 children in activities over the course of the summer.
  • Supervise and lead camp activities when the camp manager is off site.

Education

Some College -

University of Maine
Orono, Maine
05.2018

High School Diploma -

Colebrook Academy
Colebrook, NH
05.2016

Skills

  • Cross-Trained in Distributions Processing
  • Mentor Certified
  • Top 7% Performer - July 2023, August 2023, September 2023, November 2023
  • Top Performer in Segment - Quarter 3 2023
  • Top Performer in Segment - October 2023
  • Fraud Stopper Award - August 2023, September 2023
  • Officer Title - February 2025

Timeline

Operations Specialist, Medallion Support

Bank of America
04.2024 - Current

Operations Generalist, Money and Asset Transfers

Merrill Edge
09.2022 - 04.2024

Customer Service and Office Manager

Complete Testing Solutions
06.2021 - 09.2022

Wireless Consultant

Cellular Sales
05.2020 - 11.2020

Wireless Consultant

U.S. Cellular
08.2019 - 05.2020

Jewelry Consultant

Zales, The Diamond Store
05.2018 - 04.2019

Live Sales Coordinator

University Tees
07.2017 - 07.2020

Head Counselor

Colebrook Recreation Department
05.2014 - 09.2017

Some College -

University of Maine

High School Diploma -

Colebrook Academy

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Erica Dagesse