Erica Watkins

About Erica Watkins

Offering unique expertise as a Fraud Examiner, possessing forensic skills in detecting, investigating and preventing fraud and its significant effects on the bottom line. Subject matter expert that proactively uses combined knowledge of complex financial transactions with an understanding of investigative techniques, law, the U.S. Securities and Exchange Commission (SEC), federal and state regulations to resolve allegations of fraud. A transformational leader in the fight against fraud, waste and abuse in the areas of global real estate, financial management, internal and external control programs for Risk, Compliance and Intelligence worldwide.

Experience

1. Operations Supervisor

   TP

   Aug 2015 — Present

   Supervisor, Dick’s Sporting Goods and Subsidiaries (Nov 2016 – Present) Supervisor, Lifetouch (Sept 2016 – Oct 2016) Supervisor, Verizon Sales and Service (May 2016 – Oct 2016) Lead daily process-improvement initiatives that ensure Key Performance metrics, including call center statistics, quality, corporate and client compliance, regulatory issues, and omnichannel customer experience measures are defined and achieved. Manage agent schedules, vacation bids, attendance and attrition to ensure workforce management accuracy in scheduling staff. Conduct weekly meetings with direct reports and internal teams, including Operations, IT, Human Resources, Corporate Training, and Quality Analysis. Lead weekly accountability presentations with Clients and Key Stakeholders for KPI Metrics and Quality Analysis Manage the hiring, training, development, retention and performance of 25 direct reports and 150+ virtual agents during project ramps. Agent, Verizon Sales and Service (Aug 2015 – May 2016) External/Internal client relations liaison that expanded market share through sales. Facilitated product work orders for new installations and product maintenance KEY ACCOMPLISHMENTS: Received corporate and client commendations as an agent for consistent six-figure monthly sales, and demonstrating customer service that exceeded expectations. Managed two project wide ramp downs, dissolutions, and mass transfers of 400+ BAU and Virtual agents in less than 48 hours of notification.

Education

• Harvard University

  Harvard Mentor Manager (Executive Management and Leadership)

  2012 — 2013

• Tougaloo College

  Physics / Pre-Engineering

• The University of Arizona Global Campus

  Business Operations Management & Analysis

  2021

• Duke University

  Art History and Visual Arts

  1995 — 1998