Alexandra Johnson
Minneapolis,MN
Summary
Adaptable professional with a very strong work ethic, and a passion for nature, animals, and the environment. Extensive background in multiple customer service related positions, including having 10+ cumulative years experience in leadership, management, project management, training, and presenting. Known for my strong servant leadership style and approachability, I am an extremely quick learner with a friendly, can-do attitude.
Overview
19
19
years of professional experience
Work History
Assistant Manager /Restaurant Server
Tooties on Lowry
Minneapolis, MN
01.2007 - Current
- Work in an extremely diverse and fast-paced environment, helping as many as 50 customers at once, both in person and via the phone
- Responsible for training in new employees and employee scheduling
- Assist with inventory and ordering
- Resolve conflicts amongst employees and customers, resulting in many serious conflicts dissipating before further action was required
Team Leader
Delta Air Lines, Inc
Minneapolis, MN
10.2021 - 10.2024
- Conducted on-site, in-person presentations to client accounts alongside their direct Delta Sales representatives and Delta Execs
- Responsible for a team of direct reports averaging 15 agents, and shift supervision of up to 30 agents at any one time
- Developed and implemented training programs and various training materials to improve employee performance and onboarding experience to new hires
- Hosted monthly team meetings to answer questions, take agent feedback, and facilitate cross-team collaboration
- Created and presented policy updates to disseminate divisional changes
- Handled customer escalations and addressed agent complaints and complex questions in a compassionate and timely manner
Global Sales and Ticketing Support, Reservations
Delta Air Lines, Inc
Minneapolis, MN
10.2014 - 07.2020
- Chosen as one of a small, elite team to work onsite in Paris alongside the U.S. Olympic Committee to ensure U.S. Olympic athletes and their team support a smooth travel experience at the 2024 summer Olympic Games
- Subject Matter Expert and Point of Contact for cross-departmental questions and escalations
- Worked directly with product development teams to identify and implement bug fixes in new Itrac Salesforce software
- Created multiple inner-departmental area's new manuals, and conducted new-hire training as well as all re-training of low performers and outside stake-holders
- Worked directly with Product Innovation teams on shoring up product knowledge and procedural gaps
- Created and implemented tracking spreadsheets for our Groups department, and our Team28 Olympic Team USA support area.
Provider Enrollment Analyst
Wisconsin Physicians Service
Bloomington, MN
01.2012 - 09.2014
- Analyzed provider enrollment applications to ensure compliance with regulatory standards.
- Coordinated communication between healthcare providers and internal teams for efficient enrollment processes.
- Researched and implemented best practices to streamline enrollment procedures and improve turnaround time.
- Reviewed documentation for accuracy, ensuring timely processing of provider enrollments.
Education
Bachelor of Science - Psychology
University of Minnesota
Minneapolis, MN12-2011
Skills
- Superb customer service skills, both in person, as well as virtually
- Public Speaking
- Excellent leadership skills, developed from 15 years in customer service
- Superior problem-solving and mathematical skills
- Highly self-motivated
- Extensive experience in leading both virtual and in-person presentations, trainings and meetings
Timeline
Team Leader
Delta Air Lines, Inc
10.2021 - 10.2024
Global Sales and Ticketing Support, Reservations
Delta Air Lines, Inc
10.2014 - 07.2020
Provider Enrollment Analyst
Wisconsin Physicians Service
01.2012 - 09.2014
Assistant Manager /Restaurant Server
Tooties on Lowry
01.2007 - Current
Bachelor of Science - Psychology
University of Minnesota