Erin Thornton
Phoenixville
Summary
Professional with robust background in directing and managing large-scale operations, consistently driving success through strategic planning and execution. Adept at implementing innovative solutions that enhance productivity and operational effectiveness. Known for fostering teamwork and adapting to evolving business needs, ensuring alignment with organizational goals.
Overview
19
19
years of professional experience
Work History
Director Reqeuster Services
MRO Corporation
04.2021 - Current
- Developed and executed strategic initiatives to enhance operational efficiency across multiple departments.
- Led cross-functional teams in identifying process improvements that increased productivity and reduced costs.
- Established performance metrics to monitor progress and align team objectives with organizational goals.
- Facilitated training and development programs to elevate team skills and foster a culture of continuous improvement.
- Collaborated with executive leadership to define long-term strategic vision and mission alignment for the organization.
- Streamlined communication channels between departments, enhancing collaboration and information sharing capabilities.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Manager Requester Services
MRO Corporation
12.2020 - 04.2021
- Directed operational strategies to enhance efficiency and reduce costs across multiple departments.
- Led cross-functional teams in implementing process improvements, achieving operational excellence.
- Developed and executed training programs to elevate staff performance and productivity.
- Analyzed workflow metrics to identify bottlenecks and streamline operations effectively.
- Collaborated with senior management to align departmental goals with organizational objectives.
- Established KPIs to monitor team performance and drive continuous improvement initiatives.
- Mentored junior managers, fostering leadership skills and enhancing team collaboration efforts.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Integrated new telephony and workforce management systems
Supervisor Requester Services
MRO Corporation
11.2017 - 12.2020
- Oversaw daily operations, ensuring compliance with safety regulations and company policies.
- Trained and mentored new staff on operational procedures and best practices.
- Streamlined workflow processes to enhance productivity and reduce downtime.
- Managed team schedules to ensure adequate coverage and efficient task completion.
- Conducted performance evaluations, providing feedback for continuous improvement.
- Collaborated with upper management on strategic initiatives to drive operational excellence.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Training and Development Coordinator
MRO Corporation
07.2016 - 11.2017
- Developed and implemented training programs to enhance employee skills and improve organizational performance.
- Evaluated training effectiveness through feedback, assessments, and participant engagement metrics.
- Collaborated with department leaders to identify training needs aligned with company objectives.
- Facilitated workshops and seminars to promote continuous learning and professional development initiatives.
- Managed training schedules, resources, and materials to ensure efficient program delivery.
- Created comprehensive onboarding programs for new hires to enhance integration and productivity within teams.
- Maintained up-to-date knowledge of industry trends and best practices in training methodologies, adapting strategies as needed to remain competitive.
- Promoted a positive learning culture by recognizing employee achievements during company meetings or newsletters.
- Delivered interactive workshops and presentations, effectively engaging diverse audiences.
- Collaborated with management to identify skill gaps, aligning training initiatives with organizational goals.
- Facilitated ongoing coaching sessions for employees seeking additional guidance or support in their roles.
Client Support Specialist
MRO Corporation
01.2015 - 07.2016
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
- Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.
- Maintained detailed documentation on client interactions, identifying trends and areas for improvement.
- Interacted with team members across departments to research and resolve customer issues.
- Contributed to team success by sharing best practices and collaborating on challenging cases with colleagues.
- Increased support team morale and motivation, organizing regular training sessions and team-building activities.
Team Lead Requester Services
MRO Corporation
01.2014 - 01.2015
- Led cross-functional teams to enhance operational efficiency and streamline project delivery.
- Implemented process improvements, resulting in increased productivity and reduced turnaround times.
- Mentored junior staff, fostering skill development and enhancing team performance.
- Analyzed workflow processes to identify bottlenecks and recommend strategic solutions.
- Coordinated resource allocation to optimize project execution and meet deadlines effectively.
- Developed training programs for team members, ensuring consistent adherence to safety protocols and operational standards.
- Facilitated communication between departments to align goals and improve collaboration on projects.
- Evaluated team performance metrics to drive continuous improvement initiatives within the organization.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
Requester Services Specialist
MRO Corporation
12.2012 - 01.2014
- Managed high-volume inbound calls, ensuring exceptional customer service and satisfaction.
- Resolved customer inquiries efficiently, utilizing company systems to track issues and solutions.
- Collaborated with team members to enhance communication strategies and improve service delivery processes.
- Trained new representatives on call handling procedures and effective use of our systems.
- Developed and maintained comprehensive knowledge of products and services to assist customers effectively.
- Implemented process improvements that streamlined call resolution times and enhanced team performance.
- Mentored junior staff, fostering a supportive environment that encouraged professional growth and accountability.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Administrative Assistant
ALMAR Builders
05.2011 - 12.2012
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Key Holder - Management
J.Crew Factory
11.2010 - 04.2011
- Supervised daily store operations, ensuring compliance with company policies and customer service standards.
- Trained and mentored team members on sales techniques and inventory management practices.
- Managed cash handling procedures, including opening and closing registers accurately.
- Analyzed sales trends to optimize product placement and enhance customer engagement strategies.
- Coordinated visual merchandising efforts to align with seasonal promotions and brand guidelines.
- Resolved customer inquiries and complaints efficiently, fostering positive shopping experiences.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Streamlined opening and closing procedures as integral member of store staff.
- Trained and supervised new employees to apply best practices in customer service and store operations.
Assistant Manager
Gap Inc.
10.2007 - 11.2010
- Led team in executing daily operational strategies to enhance store performance and customer satisfaction.
- Developed training programs for new associates, improving onboarding efficiency and retention rates.
- Streamlined inventory management processes, ensuring accurate stock levels and timely replenishment.
- Collaborated with cross-functional teams to optimize visual displays and promotional setups.
- Mentored staff on customer service excellence, fostering a culture of teamwork and accountability.
- Facilitated regular performance reviews to assess individual contributions and set development goals.
- Drove initiatives to enhance store profitability through effective resource allocation and cost management.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Generated repeat business through exceptional customer service.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Sales Associate
Gap Inc.
10.2006 - 10.2007
- Provided exceptional customer service, enhancing shopper experience and fostering brand loyalty.
- Managed inventory levels, ensuring product availability and optimizing stock rotation practices.
- Trained and mentored new associates on sales techniques and operational procedures.
- Collaborated with team members to achieve sales targets through strategic merchandising initiatives.
- Developed promotional displays, effectively highlighting key products to increase customer engagement.
- Resolved customer inquiries and complaints promptly, maintaining high satisfaction levels consistently.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
Education
Certified Release of Information Specialist -
Association of Health Information Outsourcing Services
01.2013
Associates - General Studies
Pennsylvania College of Technology
Williamsport, Pennsylvania01.2006
High School Diploma - undefined
Owen J. Roberts
Pottstown, Pennsylvania01.2002
Skills
- Effective relationship management
- Strategic planning
- Verbal and written communication
- Decision-making
- People management
- Operations management
- Project management
- Team development
- Employee development
- Goal setting
Accomplishments
- Developed strong and trusted relationships with customers
- Managed team of 150 staff members.
- Collaborated with teams in the implementation of new telephony vendors
Language
English
Timeline
Director Reqeuster Services
MRO Corporation
04.2021 - Current
Manager Requester Services
MRO Corporation
12.2020 - 04.2021
Supervisor Requester Services
MRO Corporation
11.2017 - 12.2020
Training and Development Coordinator
MRO Corporation
07.2016 - 11.2017
Client Support Specialist
MRO Corporation
01.2015 - 07.2016
Team Lead Requester Services
MRO Corporation
01.2014 - 01.2015
Requester Services Specialist
MRO Corporation
12.2012 - 01.2014
Administrative Assistant
ALMAR Builders
05.2011 - 12.2012
Key Holder - Management
J.Crew Factory
11.2010 - 04.2011
Assistant Manager
Gap Inc.
10.2007 - 11.2010
Sales Associate
Gap Inc.
10.2006 - 10.2007
Associates - General Studies
Pennsylvania College of Technology
High School Diploma - undefined
Owen J. Roberts
Certified Release of Information Specialist -
Association of Health Information Outsourcing Services
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