Erica Koonce
Carbondale
Summary
Experienced professional with a background in counseling and client relationship management, adept at addressing personal and social challenges faced by individuals. Provided crisis intervention services to students, ensuring their well-being and academic success while maintaining compliance with relevant regulations. Developed processes for data management and customer feedback analysis, leading to enhanced satisfaction levels and improved service delivery. Established connections with employers to facilitate internship opportunities, demonstrating strong networking and advocacy skills.
Accomplished professional devoted to students' needs. Focused on helping students manage and overcome personal, social, and behavioral problems negatively impacting wellbeing or academic success. Goes above and beyond every year to enhance student experiences and help each reach full potential.
Overview
20
20
years of professional experience
Work History
TLP Advisor
Centerstone Of Illinois
Carbondale
02.2025 - 05.2025
- Counseled individuals to help overcome personal, social or behavioral problems affecting educational or vocational situations.
- Provided crisis intervention to students dealing with difficult situations at school.
- Maintained accurate and complete student records required by laws, district policies and administrative regulations.
- Established contacts with employers to create internship and employment opportunities for students.
- Planned and conducted orientation programs and group conferences to promote adjustment of individuals to new life experiences.
Sales Coordinator
Silkwormink
Carbondale
09.2021 - 12.2024
- Analyzed customer feedback surveys to determine areas where improvements could be made in order to increase satisfaction levels.
- Developed and implemented processes to ensure accurate data entry into the customer relationship management system.
- Managed client relationships by responding promptly to inquiries and addressing any issues that arose during the course of a sale.
- Provided assistance throughout the entire sales process from initial contact through post-sale follow-up activities.
- Performed follow-up calls with customers after each sale was completed.
- Processed orders received from customers within specified timelines.
- Generated leads through cold calling, networking, referrals and other methods.
Housewares Manager
TJ Maxx, TJX Companies
Carbondale
08.2019 - 06.2021
- Maintained a safe working environment by enforcing safety regulations and procedures throughout the store.
- Created reports detailing weekly and monthly sales figures for the housewares department.
- Developed and implemented strategies to increase sales of housewares products.
- Organized promotional displays to maximize customer interest in houseware items.
- Resolved customer complaints quickly and efficiently while maintaining positive relationships with customers.
Server
Sunny Street Cafe
Carbondale
08.2015 - 08.2019
- Accurately recorded orders on cash register and point-of-sale system.
- Greeted guests and provided menus.
- Maintained records of transactions made during shift as required by law or company policy.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Took orders from customers accurately and in a timely manner.
- Checked food before serving it to customers.
- Followed health safety guidelines when preparing and serving food products.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
Support Coordinator
Lincoln Terrace
Lincoln
01.2011 - 06.2015
- Collaborated with multidisciplinary teams to coordinate care plans for clients.
- Managed caseloads consisting of up to 20-25 individuals at any given time.
- Provided education about available community resources such as housing, employment opportunities, financial assistance programs.
- Updated case notes on a daily basis using an electronic database system.
- Completed assessments of client needs and preferences.
- Coordinated transportation services for clients to access necessary medical appointments or other activities outside the home setting.
- Acted as an advocate on behalf of clients when appropriate and necessary.
Catering Manager
Panera Bread
Champaign
09.2005 - 12.2010
- Resolved customer complaints promptly and professionally while maintaining good relations with clients.
- Managed inventory levels of food supplies required for upcoming catered events.
- Ensured the quality of ingredients used in meals served at catered events.
- Coordinated delivery times with clients and ensured that all items ordered arrived on time.
- Monitored budgets for catering services and implemented cost-saving measures when necessary.
- Established relationships with vendors to secure competitive prices on supplies needed for catering projects.
Education
Some College (No Degree) - Law
Saint Louis University
St. Louis, MO08-2020
Bachelor of Science - Criminal Justice
Eastern Illinois University
Charleston, IL05-2020
Associate of Science - Criminal Justice
John A Logan College
Carterville, IL05-2017
Bachelor of Science - Special Education
Lincoln College,Bloomington
Bloomington, IL05-2004
Associate of Applied Science - Special Education
Lincoln College
Lincoln, Illinois, IL05-2002
Skills
- Crisis intervention
- Student counseling
- Data management
- Client relationship management
- Organizational skills
- Customer service
- Problem solving
- Advocacy skills
- Time management
- Networking skills
- Conflict resolution
- Decision-making
- Client engagement
- Goal setting
- Training and mentoring
Accomplishments
- James Heinzel scholarship
Timeline
TLP Advisor
Centerstone Of Illinois
02.2025 - 05.2025
Sales Coordinator
Silkwormink
09.2021 - 12.2024
Housewares Manager
TJ Maxx, TJX Companies
08.2019 - 06.2021
Server
Sunny Street Cafe
08.2015 - 08.2019
Support Coordinator
Lincoln Terrace
01.2011 - 06.2015
Catering Manager
Panera Bread
09.2005 - 12.2010
Some College (No Degree) - Law
Saint Louis University
Bachelor of Science - Criminal Justice
Eastern Illinois University
Associate of Science - Criminal Justice
John A Logan College
Bachelor of Science - Special Education
Lincoln College,Bloomington
Associate of Applied Science - Special Education
Lincoln College