1. Erin N. Fenlon
w w w .linkedin.com/in/erinfenlon/
2604 Windview Ln. Pflugerville, TX 78660
(512) 925-4959 – erin.n.fenlon@gmail.com
Self-motivated, dynamic professional with 6 years executive management experience and 15+ years of customer
service experience who is committed to achieving goals.
Employment
May 27, 2014–September 23, 2015 – Stockade Companies – Corporate Trainer and Beverage Director
 Create and maintain training programs and materials, in close partnership with the VP of Operations.
 Developed and implemented the first Employee Handbook for the company for all concepts.
 Train, develop, and manage staff. Support and oversee training at new store openings.
 Correspond with business partners while working directly with our executives and CEO.
 Assist with marketing ideas, product testing, rebranding ideas, and creating new concepts.
 Gathers information, provides feedback, manages projects effectively while meeting deadlines, manages
conflict and resolves problems.
June 2009–May 2014 – Sears Holdings Corporation
Corporate Trainer
 Develop and deliver specific technical and soft skills training courses; provide direct supervision of associates.
 Create and maintain operations training programs and materials.
 Leads change management; appropriately addresses Human Resource issues
 Identified business opportunities by researching current industry trends.
 Support and communicate department and organization quality standards, process and procedures, and
policies.
 Cross trained all delivery agents on installation and assisted with the development of a new case
management system which is now being used throughout the company worldwide.
 Prepare and deliver presentations.
 Supervise, evaluate, coach and develop associates; administer progressive disciplinary actions; conduct
performance reviews
 Monitor a high volume of customer service calls to assess employee call performance.
 Communicate call feedback to leaders in a concise and constructive manner.
 Participate in the design of call monitoring formats, quality standards, and scoring metrics.
 Received three awards in 2012 for Top Team Manager
 Training Team Manager Certification, Interview Certification; Completed Leading as a Trusted Adviser
Training and Facilitation Skills Workshop in 2012
Tier III Executive Case Manager
 Correspond with customers, business partners, and executives
 Identify customer’s needs and respond proactively to all of their concerns. Coordinate services to ensure the
proper and timely fulfillment of customer and business needs.
 Research, document, and file both customer and executive complaints. Handle all aspects of case planning
and case management including updating customer records and evaluating case progression.
 Use superior interpersonal skills to understand customer needs and retain long-term customer loyalty.
 Independently analyze the situation, research, interpret policy, and use good judgment and skill within and
outside of existing policies to determine and execute an effective and satisfactory resolution.
 Creates development and implementation of resolutions.
 Negotiate and close cases while working towards quarterly quotas and retaining customer loyalty.
 Received Customer Service Award in 2011
August 2000–Present – Bartender / Bar Manager / Bar Instructor – Waco, TX; Tampa, FL; Austin, TX
 Recruit, train, and motivate staff; oversaw interviewing
 Manage inventory and schedules; maintain records; develop and maintain vendor relationships
 Conducted performance reviews; coach and develop associates
 Develop and implement standards of quality and performance
 Implemented systems for staffing, scheduling, cleaning, inventory, and training.
 Create and maintain customer relationships; resolve customer complaints.
Skills

2. Microsoft Excel, Word, Office, Outlook • Mac OS X • Researcher • Positive • Self-Motivated • Self-Confident •
Multi-tasks • Management and Leadership Skills • Deadline-driven • Detail-oriented • Quick Learner • Facilitation
Skills • Team Player • Customer Service • Organized • Tech Savvy • Social Media • Scheduling • Interview •
Inventory • Data Entry • Professional • Problem-Solver • Guest Oriented • Service Minded