Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Akeya Johnson

Hanover,MD

Summary

Dynamic professional with a proven track record at Personify Health, excelling in staff management and customer service. Skilled in training and mentoring, I enhanced team productivity and reduced turnover by fostering a positive work environment. Adept at strategic planning, I implemented efficient workflows that significantly improved operational efficiency.

Overview

18
18
years of professional experience
1
1
Certification

Work History

RBP Member Services Supervisor

Personify Health
05.2017 - Current
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
  • Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
  • Negotiated with vendors to secure cost-effective contracts, resulting in significant budget savings.
  • Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
  • Maintained high safety standards to ensure secure workplace for all employees and visitors.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings.
  • Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Implemented cost-saving measures, significantly reducing operational expenses.
  • Enhanced team productivity by streamlining workflow processes and implementing efficient scheduling systems.
  • Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
  • Streamlined inventory management processes, leading to more organized and efficient stock handling system.
  • Pioneered adoption of new technologies that streamlined tasks and enhanced productivity across team.
  • Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
  • Increased customer retention rates by implementing customer feedback into actionable improvements.
  • Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
  • Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
  • Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
  • Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
  • Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
  • Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Collected, arranged, and input information into database system.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Generated reports detailing findings and recommendations.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Gathered, organized and input information into digital database.
  • Frequently inspected production area to verify proper equipment operation.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Maintained database systems to track and analyze operational data.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Devised and implemented processes and procedures to streamline operations.
  • Created and managed project plans, timelines and budgets.

Customer Service Representative Team Lead

Maximus Health
08.2016 - 04.2017
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Identified and resolved discrepancies and errors in customer accounts.

Warehouse Forklift Operator/Team Lead

Amazon
12.2015 - 07.2016
  • Safely loaded and unloaded trucks using appropriate forklift attachments, reducing the risk of accidents or injuries.
  • Kept warehouse clean and organized by removing debris and returning unused pallets to designated areas.
  • Improved warehouse efficiency by skillfully operating forklifts to move, locate, and stack materials.
  • Wrapped pallets in plastic wrap and attached merchandise tags to prepare for shipping.
  • Transported goods between warehouse locations according to shipment and storage needs.
  • Operated forklift in compliance with OSHA guidelines and organizational policies.
  • Operated equipment safely and efficiently to prevent damage to items and avoid injuries.
  • Unloaded and stacked materials by raising and lowering lifting devices.
  • Maneuvered forklift safely using appropriate load rates and maintaining clear visibility of work areas.
  • Collaborated with team members to complete tasks quickly and increase overall productivity.
  • Coordinated with supervisors to prioritize tasks, ensuring the most urgent shipments were processed first.
  • Minimized product damage through careful maneuvering and transporting of fragile items.
  • Communicated with floor managers to determine merchandise placement.
  • Enhanced workplace safety by diligently inspecting forklifts before each shift and reporting any issues promptly.
  • Coordinated with other lift truck drivers and production personnel to process orders efficiently.
  • Supported warehouse staff in meeting tight deadlines by prioritizing tasks based on shipment schedules.
  • Maneuvered forklift safely in congested and confined areas using Skill and Technique.
  • Conserved warehouse space through efficient stacking and placement of materials according to size, weight, and fragility requirements.
  • Kept accurate records of materials moved within warehouse to quickly locate inventory and keep facility operating smoothly.
  • Used strapping and bracing techniques combined with proper balancing to prevent load shifting.
  • Inspected equipment for defects and performed repairs or maintenance tasks.
  • Promoted culture of safety, conducting informal peer training on forklift operation safety standards.
  • Assessed equipment for damage, wear, battery life, and fluid levels.
  • Ensured timely delivery of products by accurately picking orders from storage areas.
  • Facilitated collaborative work environment, readily assisting colleagues in heavy lifting tasks.
  • Updated daily logs with production data such as weights, destinations, and delivery times to keep management current on team activities.

Package Handler/Team Lead/Office Clerk

FedEx
01.2008 - 06.2016
  • Followed safety regulations to maintain safe work environment.
  • Improved package handling efficiency by implementing proper sorting and organizing techniques.
  • Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
  • Reduced damage rates for packages through careful handling and adherence to safety protocols.
  • Assembled, sealed, and loaded packages into correct trucks.
  • Used hand-held scanners and physical logs to accurately track item movements.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
  • Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
  • Removed jams and unblocked conveyor system to maintain flow of goods.
  • Contributed to increased productivity by working effectively in high-pressure situations.
  • Followed verbal and written instructions to properly move and ship products.
  • Collaborated with other package handlers to provide prompt and accurate delivery of orders.
  • Maximized space utilization within trucks through effective stacking and arranging of packages, minimizing shipment delays.
  • Aided in maintaining warehouse cleanliness, ensuring an organized workspace conducive to efficient operations.
  • Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
  • Prepared pallets of boxes for easy transportation between customer and storage locations.
  • Assisted supervisors in tracking inventory, ensuring accurate records and minimal discrepancies.
  • Improved workflow efficiency, organizing workstations for optimal access to materials and tools.
  • Supported quality control efforts, inspecting packages for damage and ensuring proper handling to maintain integrity.
  • Improved package tracking accuracy, diligently updating database with scan information and handling exceptions.
  • Contributed to reduction in workplace injuries, following strict adherence to lifting techniques and safety gear usage.
  • Reduced package mishandling incidents, carefully adhering to handling protocols and training new hires on best practices.
  • Maintained high levels of accuracy in package scanning to ensure proper tracking, leading to fewer lost packages.
  • Supported peak season demands by volunteering for extra shifts, ensuring no delays in package processing.
  • Facilitated team-oriented environment, sharing handling techniques that minimized effort and reduced injury risk.
  • Loaded and unloaded materials onto and off of trucks for fast shipment.
  • Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
  • Helped train new employees in safe practices and warehouse procedures.
  • Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
  • Assembled pallets and crates for secure transportation of materials.
  • Verified documentation and condition of freight to assure quality standards were achieved.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Gathered, organized and input information into digital database.
  • Verified quantity and description of materials received by checking merchandise against packing list.
  • Managed warehouse operations and verified proper shipment procedures.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Collected, arranged, and input information into database system.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Observed packing operations to verify conformance to specifications.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Maintained organized files and stocked supplies to support team needs and maximize performance.
  • Increased office efficiency by maintaining accurate filing systems and streamlining administrative processes.
  • Managed incoming calls and correspondence professionally, ensuring timely responses to clients and colleagues alike.
  • Maintained an organized and clean office environment to boost staff productivity and overall morale.
  • Supported office operations by troubleshooting technical issues with computers, printers, and other equipment as needed.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
  • Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.

Life Insurance Agent

AmeriCall
06.2007 - 12.2007
  • Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
  • Crafted clear, informative reports to explain life insurance policy features and benefits.
  • Attended continuing education courses and workshops to gain additional insurance industry knowledge.
  • Developed comprehensive financial plans for clients, ensuring proper coverage and security for their families.
  • Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
  • Retained existing clientele through regular follow-ups, policy reviews, and timely adjustments based on changing circumstances or needs.
  • Explained advantages, features, and disadvantages of various policies to promote sale of plans, boosting overall sales Number%.
  • Delivered informative presentations to potential clients about the benefits of life insurance policies, generating interest and driving sales growth.
  • Retained up-to-date industry knowledge for accurate, well-informed customer interactions.
  • Increased client satisfaction by providing personalized and knowledgeable life insurance consultations.
  • Promoted products and services using upselling and other sales strategies.
  • Provided coverage option information to assist clients in protecting assets.
  • Increased sales of life insurance products through tactical customer outreach.
  • Established trust with prospective customers by providing accurate information about available policies and transparent pricing structures.
  • Maintained high standards of customer service by building relationships with clients.
  • Marketed life insurance products to increase customer bases and revenue.
  • Collaborated with underwriters to expedite approval processes, minimizing wait times for clients seeking coverage.
  • Negotiated favorable terms with underwriters by accurately presenting client risk profiles.
  • Enhanced client loyalty and referrals by resolving policy issues and claims swiftly.
  • Educated clients on insurance policies and procedures.
  • Analyzed customer needs to provide customized insurance solutions.
  • Monitored customer feedback and identified areas of improvement.
  • Evaluated competitors' products and services to gain competitive advantage.
  • Generated leads through cold-calling, networking and other outreach methods.
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.

Education

Bachelor Of Computer Science - Cyber Security

University of Phoenix
Tempe, AZ

Certificate - Massage Therapy

Soma Institute
Chicago, IL
05.2016

High School Diploma -

Amos Alonzo Stagg Highschool
Palos Hills, IL
05.2007

Skills

  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service
  • Strategic planning
  • Complex Problem-solving
  • Decision-making
  • Employee motivation
  • Attention to detail

Certification

  • LMT - Licensed Massage Therapist
  • Advanced Cyber Security

Timeline

RBP Member Services Supervisor

Personify Health
05.2017 - Current

Customer Service Representative Team Lead

Maximus Health
08.2016 - 04.2017

Warehouse Forklift Operator/Team Lead

Amazon
12.2015 - 07.2016

Package Handler/Team Lead/Office Clerk

FedEx
01.2008 - 06.2016

Life Insurance Agent

AmeriCall
06.2007 - 12.2007

Bachelor Of Computer Science - Cyber Security

University of Phoenix

Certificate - Massage Therapy

Soma Institute

High School Diploma -

Amos Alonzo Stagg Highschool

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Akeya Johnson