Certifications
Felicia Erdman
Selinsgrove
Summary
Experienced with recruitment processes, employee onboarding, and benefits administration. Utilizes conflict resolution techniques to address workplace issues effectively. Track record of managing HR documentation and supporting team initiatives.
Overview
2
2
11
11
years of professional experience
Work History
Sales and Service Specialist
Fulton Bank
Selinsgrove, PA
04.2024 - Current
- Process a wide range of customer transactions accurately and efficiently
- Open new consumer accounts while ensuring compliance with bank policies and regulatory requirements
- Handle a variety of customer transactions and resolve customer account inquiries
- Consistently work toward quarterly and annual sales and performance goals
- Identify customer needs and recommend appropriate banking products and services
- Promote and originate credit card products based on customer needs and eligibility
- Deliver exceptional customer service while building and maintaining strong customer relationships
- Assist customers experiencing financial hardship by identifying available solutions and appropriate resources
- Support customers with fraud claims, compromised accounts, and account security concerns
- Identify, escalate, and report suspicious or potentially fraudulent account activity in accordance with established procedures
- Complete Know Your Customer (KYC) and Know Your Account (KYA) due diligence for new accounts to verify customer information, assess account purpose and activity, and support regulatory compliance
- Resolved customer inquiries and service issues while maintaining accurate account and order records.
- Processed sales transactions, payments, and product exchanges with attention to policy compliance.
General Manager
Chipotle Mexican Grill
Lewisburg, PA
09.2018 - 04.2024
- Managed daily operations while leading, supporting, and developing a diverse team of employees
- Recruited, interviewed, and selected qualified candidates based on staffing needs and position requirements
- Conducted new-hire onboarding and training to ensure employees understood job responsibilities, company expectations, safety procedures, and performance standards
- Created and maintained employee schedules based on staffing requirements, availability, business needs, and labor targets
- Monitored staffing levels and labor reports to effectively manage labor costs while maintaining adequate shift coverage
- Coached employees on job performance, customer service, teamwork, food safety, and operational expectations to enhance team capabilities and service standards
- Provided ongoing feedback and training to support employee development and improve individual and team performance
- Addressed employee concerns and workplace conflicts while maintaining professionalism and supporting a positive work environment
- Delegated responsibilities and managed shift priorities to ensure employees were appropriately positioned and supported
- Maintained employee accountability by communicating expectations, addressing performance concerns, and recognizing strong performance
- Fostered employee retention by creating a respectful, organized, and team-focused workplace environment
- Ensured compliance with company policies, food safety standards, workplace safety procedures, and applicable operational requirements
- Managed inventory, product ordering, deliveries, and supply levels to support uninterrupted business operations
- Monitored sales, labor, customer satisfaction, and key performance indicators, developing action plans to address underperformance and drive improvements
- Led the restaurant in meeting sales objectives, customer satisfaction goals, food quality standards, and operational priorities
Direct Caretaker
Merakey
Sunbury, PA
10.2018 - 03.2019
- Provided individualized care and support to adults with intellectual and developmental disabilities
- Assisted clients with activities of daily living, including personal hygiene, grooming, and other personal care needs
- Administered prescribed medications in accordance with established medication administration procedures
- Administered insulin as prescribed and followed established health and safety protocols
- Maintained accurate documentation of medication administration, client care, activities, and relevant observations
- Protected confidential and sensitive client information while maintaining professional boundaries
- Supported clients in developing and maintaining independence with everyday activities and routines
- Accompanied clients to medical appointments and assisted with transportation and coordination of daily needs
- Supported community participation by accompanying clients on outings, activities, errands, and appointments
- Monitored client well-being and communicated concerns or changes to appropriate supervisors or healthcare professionals
- Followed individualized care plans, organizational policies, safety procedures, and documentation requirements
- Communicated respectfully with clients, family members, coworkers, supervisors, and other professionals involved in client care
- Responded calmly and professionally to changing client needs and challenging situations
Behavioral Health Technician
Beacon Light Behavioral Health Services
McClure, PA
06.2018 - 09.2018
- Provided direct behavioral health support to individuals with intellectual, developmental, and behavioral health needs
- Completed detailed shift documentation, behavioral observations, incident reports, and other required records accurately and confidentially
- Assisted clients in identifying and practicing healthy coping strategies to manage emotions, stress, and challenging behaviors
- Planned and facilitated structured activities to promote engagement, positive behaviors, and productive use of time
- Monitored client behavior and recognized changes or potential concerns requiring intervention or additional support
- Used verbal de-escalation, redirection, and other approved behavioral intervention techniques to prevent situations from escalating
- Responded to behavioral crises while maintaining the safety and dignity of clients, coworkers, and others
- Implemented individualized behavioral support plans and maintained consistency with established treatment goals and procedures
- Utilized Ukeru techniques and other approved strategies to reduce the need for restrictive interventions and support safe crisis management
- Applied Safety Crisis Management (SCM) techniques, including approved physical interventions when necessary, in accordance with training, policy, and safety requirements
- Assisted clients with activities of daily living, including personal hygiene, grooming, and other self-care needs
- Maintained professional boundaries and protected confidential client and health information
- Communicated behavioral observations, incidents, and client needs to supervisors and other members of the care team
- Followed organizational policies, behavioral support protocols, safety requirements, and mandated documentation procedures
Meat Department associate
Walmart
Lewisburg, PA
11.2017 - 06.2018
- Independently managed assigned department responsibilities with minimal supervision while ensuring daily tasks were completed accurately and on time
- Received, unloaded, organized, and stocked incoming merchandise while maintaining an orderly and efficient department
- Monitored product dates, rotated inventory, and removed products as necessary to maintain quality and food safety standards
- Trained new employees on department procedures, job responsibilities, safety expectations, and daily workflows
- Assisted new team members in developing the knowledge and skills needed to work independently
- Maintained department organization, cleanliness, product availability, and presentation standards throughout assigned shifts
- Completed closing responsibilities independently and ensured the department was prepared for the following business day
- Assisted customers with product questions, special requests, and telephone orders while providing professional customer service
- Followed company policies, food handling requirements, workplace safety procedures, and established operational standards
- Prioritized multiple responsibilities and managed time effectively in a largely self-directed work environment
Bakery associate
Giant Food Stores
Lewisburg, PA
06.2015 - 08.2017
- Served as a cross-trained associate supporting multiple departments, including Bakery, Starbucks, Produce, Meat, Dairy, and Front End operations
- Prepared bakery products for baking, stocking, presentation, and customer purchase while following established food safety and quality standards
- Prepared customized Starbucks beverages according to customer requests and established preparation standards
- Received, unloaded, organized, and stocked merchandise across multiple departments based on operational needs
- Assisted with stocking, product rotation, date monitoring, and department organization in Produce, Meat, and Dairy
- Operated cash registers, processed customer transactions accurately, and provided professional customer service
- Assisted customers with product questions, special requests, and telephone orders
- Trained new employees on job responsibilities, department procedures, customer service expectations, and daily workflows
- Adapted quickly to different departmental responsibilities and priorities based on staffing and business needs
- Worked both independently and collaboratively to complete assigned responsibilities and maintain department standards
- Followed company policies, food handling requirements, sanitation procedures, and workplace safety standards
Education
Diploma - General Studies
Lewisburg Area High School
Lewisburg, PA06-2017
BBA - Business Administration
Brandman University
Irvine, CA10-2026
Skills
- Leadership skills
- Talent acquisition
- Onboarding training
- Coaching development
- Conflict resolution
- Recruitment, Interviewing, and Hiring
- Employee Onboarding and Training
- Client relationship management
- Employee Relations and Conflict Resolution
- Regulatory compliance
- Scheduling and Workforce Planning
- Problem solving
- Interpersonal communication
- Time management
- Adaptability and Quick Learning
- Organization and Time Management
- Multitasking and Prioritization
- Attention to Detail
- Self-management
- Crisis management
- Performance management
- Workplace Safety
Certification
- ServSafe Certified
- Life Insurance Licensed
Timeline
Sales and Service Specialist
Fulton Bank
04.2024 - Current
Direct Caretaker
Merakey
10.2018 - 03.2019
General Manager
Chipotle Mexican Grill
09.2018 - 04.2024
Behavioral Health Technician
Beacon Light Behavioral Health Services
06.2018 - 09.2018
Meat Department associate
Walmart
11.2017 - 06.2018
Bakery associate
Giant Food Stores
06.2015 - 08.2017
Diploma - General Studies
Lewisburg Area High School
BBA - Business Administration
Brandman University