Open to opportunities

Erica Groves

@ericagroves

Message

Customer Service Agent focused on conflict resolution, inbound/outbound support, and payment-plan problem solving.

United States

Message

What I'm looking for

I’m looking for a customer-focused role where I can use my conflict resolution, inbound/outbound calling, and payment-plan support to streamline processes, elevate guest and client engagement, and contribute to operational excellence.

I’m a customer service agent with a proven track record of enhancing client experiences through effective communication and tailored support strategies. I manage diverse inquiries and complaints, implement streamlined processes to reduce response times, and resolve issues that support revenue generation and client retention.

I bring hands-on experience across guest services and operations—making outbound and taking inbound calls, setting up payment plans, handling work orders, and supporting front-desk workflows like check-ins/checkouts, reservations, and report reviews. I’m also detail-driven with strong money handling and account management practices, backed by experience in retail leadership, clerical/document support, and a Culinary Arts Associate of Arts.

Experience

Work history, roles, and key accomplishments

Current

Night Auditor

Current

Townplace Suites Indy-Airport

Apr 2026 - Present (2 months)

Handled guest check-ins and check-outs, answered phones, counted money, and completed end-of-day closeout tasks. Supported daily hotel operations by stocking supplies and refreshing guest areas.

Reservation Check In Out Cleaning And Trash Handling

Current

Front Desk Clerk

Current

Staybridge Suites Indianapolis

Nov 2024 - Present (1 year 7 months)

Welcomed guests, managed reservations and changes, and assisted with new bookings and cancellations. Answered phones, reviewed reports, managed the mart, and supported cash handling and replenishment tasks.

Guest Check In Out Reservation Management Phone Support Cash Handling Customer Service Guest check in out

Customer Service Agent

Optium

Aug 2021 - Oct 2024 (3 years 2 months)

Made outbound and inbound calls to inform clients of debt details, set up payment plans, and resolve work orders and complaints. Implemented streamlined processes to reduce response times and improve client retention.

Inbound Calls Outbound Calling Debt Resolution Account Support Conflict Resolution

Cashier

Costco

Oct 2019 - Jun 2020 (8 months)

Greeted customers and responded promptly to service needs while building relationships to encourage repeat business. Processed cash, check, and credit card transactions accurately and supported operations with flexible scheduling.

Customer Service Transaction Processing Cash Drawer Management Accuracy Focused Work

Office Clerk

Loomis Armored

Mar 2017 - Aug 2019 (2 years 5 months)

Provided clerical support through data entry, document management, and email correspondence while interacting with customers. Maintained filing systems, managed office equipment needs, and monitored office supplies for restocking.

Data Entry Document Management Clerical Support

Line Cook

OTB Indianapolis

Jan 2013 - Jan 2014 (1 year)

Prepared multiple orders during peak periods while following recipes, portion control guidelines, and quality checks. Maintained clean, well-stocked kitchen stations and rotated stock to ensure ingredient freshness.

Food Preparation Portion Control Food Quality Checks Stock Rotation Kitchen Organization Time Management

Cashier & Stock Associate

Dollar General

Jan 2011 - Jan 2014 (3 years)

Assisted customers with questions and support needs while stocking merchandise and maintaining retail presentation. Set planograms and endcaps, and kept the store organized and clean.

Customer Service Store Cleanliness Merchandise Handling Time Management

Cashier & Brand Team Member

Target

Jan 2010 - Jan 2013 (3 years)

Assisted customers with product and service needs while stocking merchandise and unloading truck shipments. Set endcaps, kept item sales information up to date, and maintained store cleanliness.

Customer Service Truck Unloading Shelf Plan Accuracy Support Time Management

Assistant Manager

Family Dollar

Jan 2010 - Jan 2011 (1 year)

Opened and closed the store, counted cash in the safe, and supported daily operations and customer assistance. Managed stocking, store cleaning, and general upkeep to keep the location running smoothly.

Cash Handling Support Operations Stocking Team Support Store Cleanliness

Tax Payment Agent

Premiere Credit

Mar 2004 - Jun 2007 (3 years 3 months)

Handled inbound and outbound calls to discuss tax debt and set up payment options for clients. Provided responsive customer support to help resolve payment-related concerns.

Inbound Calls Outbound Calling Tax Debt Support Customer Service Time Management