Erica Banks

About Erica Banks

Hi there! I\'m a Customer Service Manager with a passion for building high-performing teams and delivering world-class customer experiences. With a proven track record in talent development and customer satisfaction, I thrive on solving problems, creating meaningful connections, and turning challenges into opportunities.One of my proudest accomplishments? Building an entire customer service team *from the ground up*—in another country! I led the successful launch of a full-scale support operation in Mexico, developing processes, hiring talent, and establishing a culture of excellence from day one.Whether it\'s mentoring team members, streamlining workflows, or rolling up my sleeves to tackle customer issues head-on, I\'m driven by the idea that great service is not just a department—it’s a mindset.Let’s connect if you’re passionate about people, process, and performance—or if you just want to talk about building something from scratch (preferably over good coffee )!

Experience

1. Manager, Customer Service

   Molex

   Sep 2016 — Present · Lisle, IL, US

   Leadership and Team Management: Successfully lead and mentor supervisors and customer service teams, focusing on professional development and operational excellence.• Customer-Centric Solutions: Act as a trusted escalation point to address and resolve critical customer concerns with urgency and precision.• Strategic Operations: Develop and implement strategies that enhance the linkage between customer demand forecasting, sales planning, and service delivery.• Talent Development: Recruit, train, and develop top talent to build a world-class customer service organization.• Cross-Functional Collaboration: Partner with global sales and marketing teams to deliver value-added customer engagement and support.• Decisive Problem-Solving: Skilled in prioritizing activities and making informed decisions that balance customer needs and operational objectives.• Project Management: Scaled a team from ground up to 40 CSRs, Supervisors and Manager in Mexico• SAP, SalesForce, AO/BW, Power BI, Microsoft Suite