Ericha Johnson
Skokie,IL
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
21
21
years of professional experience
Work History
Corporate Receptionist
ASTELLAS PHARMA
10.2016 - Current
- Greet incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provide quality customer service while addressing visitor concerns; promptly resolved issues through attentive listening and proactive problem solving.
- Manage front desk operations during high-traffic periods while maintaining a calm demeanor under pressure.
- Operate multi-line telephone system to answer and direct high volume of calls.
- Maintain confidentiality of sensitive information through proper handling of physical documents and electronic files.
- Support executive staff by coordinating travel arrangements, booking conference rooms, and preparing meeting materials.
- Aid in onboarding new employees, providing them with necessary resources for success within the organization.
- Maintain inventory levels optimal by tracking supply usage; proactively ordered additional supplies as needed.
- Sort, received, and distributed mail correspondence between departments and personnel.
- Handle incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Assist internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Process cash transactions and maintained sales and payments records accurately.
Customer Service Coordinator Temp
DOLE FRESH FRUIT
11.2015 - 11.2016
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Updated account information to maintain customer records.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Educated customers about billing, payment processing and support policies and procedures.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Front Desk / Security
NORTHBROOK NURSING & REHAB
07.2014 - 01.2015
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Issued access cards to authorized personnel to monitor access points.
- Answered, screened and re-directed phone calls to the appropriate departments.
- Received and signed for all deliveries and distributed to appropriate staff.
- Performed general secretarial duties.
- Monitored the security cameras for the facility, Maintained confidentiality regarding complaints and incidents.
- Completed detailed incident reports after any security-related events, ensuring accurate documentation for future reference or insurance claims purposes.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Reduced unauthorized access to restricted areas by diligently monitoring surveillance cameras and promptly responding to alarms.
Service Desk Officer L
THE CITY OF EVANSTON POLICE DEPARTMENT
05.2011 - 07.2014
- Answered, screened, and redirected non-emergency telephone calls to designated departmental staff.
- Provided and explained City of Evanston’s policies and procedures regarding local ordinances and state laws.
- Responded to FOIA requests accurately, professionally, and within departmental and city standards.
- Received inquiries and complaints from the public and entered a service request in GovQA.
- Identified problem situations and responded quickly and efficiently.
- Solicited information to determine appropriate resources needed to respond to requests for service.
- Proofed, sorted, and organized field reports for monthly bulletins for public view.
- Handled multiple tasks within appropriate time frames and operating procedures.
- Tracked and documented daily number of calls and request for service.
- Followed up on outstanding request for city services.
Administrative Assistant
V-Tech
06.2003 - 05.2011
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Assisted coworkers and staff members with special tasks on daily basis.
- 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.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
Education
Associate of Applied Science - Finance
Chicago State University
Chicago, IL05.2009
Skills
- Administrative Support
- Customer Service
- Attention to Detail
- Multi-line telephone operation
- Bookkeeping Support
- Customer and client relations
Timeline
Corporate Receptionist
ASTELLAS PHARMA
10.2016 - Current
Customer Service Coordinator Temp
DOLE FRESH FRUIT
11.2015 - 11.2016
Front Desk / Security
NORTHBROOK NURSING & REHAB
07.2014 - 01.2015
Service Desk Officer L
THE CITY OF EVANSTON POLICE DEPARTMENT
05.2011 - 07.2014
Administrative Assistant
V-Tech
06.2003 - 05.2011
Associate of Applied Science - Finance
Chicago State University
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