Alicia Johnson
New Orleans,United States
Summary
Experienced operations manager with a strong track record in business operations, sales strategy, and team development within the flexible workspace industry. Adept at driving revenue growth, optimizing team performance, and ensuring high levels of customer satisfaction. Skilled in P&L management, customer retention, and operational efficiency. Committed to nurturing talent, cultivating strong client relationships, and achieving long-term business success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
City Manager | Regional Operations Leader - Louisiana & Arkansas
IWG plc
07.2023 - Current
- Spearhead operations for multiple centers across Louisiana and Arkansas, driving profitability, customer retention, and occupancy growth
- Conduct routine center visits to coach and mentor teams, ensuring adherence to plans and high operational standards
- Analyze financial dashboards to implement cost controls and identify growth opportunities, achieving city bonus targets
- Partner with cross-functional teams to execute company initiatives and enhance service delivery
- Drive profitability through increased occupancy, customer retention, and new sales support
Team Lead Sales Community Manager, Louisiana
IWG plc
12.2018 - 07.2023
- Drove service revenue growth by upselling services to new and existing customers
- Directed all aspects of center profitability, performance, and customer satisfaction
- Conducted tours and CRM management to convert leads into sales
- Proactively managed customer expansion requirements, maximizing center occupancy
- Recruited, trained, and coached center teams, fostering high performance and collaboration
Community Manager & Team Coach/Trainer
IWG plc
02.2016 - 12.2018
- Led a team of Customer Service Representatives to ensure exceptional client experiences and drive high Net Promoter Scores (NPS)
- Collaborated with brokers to showcase the center, expand the client base, and increase sales revenue
- Organized center events to engage the client base, foster the center community, and maximize revenue opportunities
- Delivered exceptional client experiences by managing operations and fostering a vibrant community culture
- Trained and mentored team members to enhance service delivery and operational efficiency
- Collaborated with brokers and partners to grow the client base and increase center revenue
General Manager & Team Coach/Trainer, Multiple Locations
IWG plc
02.2013 - 02.2016
- Successfully executed prospecting strategies, establishing connections with local companies, partnerships, and brokers to generate valuable leads
- Demonstrated accountability for Centre profitability, performance, and success through effective P&L management and monthly business reviews
- Proactively managed customers' expansion requirements and the renewal process, maximizing center occupancy and profitability
- Managed P&L, monthly business reviews, and cost reduction initiatives to drive center profitability
- Led recruitment, training, and development for center teams across Louisiana
- Optimized service revenue through targeted upselling and client needs analysis
Senior Client Service Representative & Team Coach
IWG plc
06.2009 - 02.2013
- Acted as the main point of contact for clients, providing exceptional customer service to create a positive first impression
- Assisted clients with various tasks such as office setup, technical troubleshooting, and administrative duties, focusing on upselling amenities
- Cultivated and maintained client relationships to ensure high customer satisfaction and retention rates
- Delivered high-touch customer service, managing client needs and administrative tasks with professionalism
- Supported client retention by fostering relationships and addressing service needs effectively
Operations Manager
IWG plc
06.2008 - 06.2009
- Managed P&L to ensure profitability and success, driving revenue through service streams
- Oversaw agreement lifecycle, renewals, and services, focusing on customer retention and expansion
- Reduced bad debt, maximized service revenue, and collaborated with GM on customer needs analysis
- Directed center operations, ensuring profitability and high performance
Front Office Manager
IWG plc
08.2005 - 06.2008
- Supervised daily operations, ensuring seamless client interactions and service excellence
- Maintained 5-star center standards, reflecting professionalism and brand integrity
Sales Representative
Kroll
04.2004 - 08.2005
- Provided exceptional customer service throughout the entire sales process, ensuring high levels of customer satisfaction
- Built rapport with customers through active listening and understanding their unique needs
- Responded promptly to inquiries from potential customers via phone calls or emails
- Generated new business opportunities through cold calling, email campaigns, and referrals
Education
University of New Orleans - Marketing, Business Administration and Management
University of New Orleans
New York Institute of Photography - Photography
New York Institute of Photography
Donaldson Real Estate School - Real Estate
Donaldson Real Estate School
12.2018
Skills
- Budget Management
- Cross-functional Collaborations
- Cross-functional Team Leadership
- Standard operating procedures
- Customer and vendor relations
- Staff development
- Revenue growth
- Operational excellence
- Strategic planning and execution
Certification
- Optimizing Your Work with Microsoft 365
- Managing Your Sales Process
- Accredited in the Hunter Program
- Copilot in Outlook: Maximize Your Workday Efficiency
- Customer Onboarding Accredited
Timeline
City Manager | Regional Operations Leader - Louisiana & Arkansas
IWG plc
07.2023 - Current
Team Lead Sales Community Manager, Louisiana
IWG plc
12.2018 - 07.2023
Community Manager & Team Coach/Trainer
IWG plc
02.2016 - 12.2018
General Manager & Team Coach/Trainer, Multiple Locations
IWG plc
02.2013 - 02.2016
Senior Client Service Representative & Team Coach
IWG plc
06.2009 - 02.2013
Operations Manager
IWG plc
06.2008 - 06.2009
Front Office Manager
IWG plc
08.2005 - 06.2008
Sales Representative
Kroll
04.2004 - 08.2005
New York Institute of Photography - Photography
New York Institute of Photography
Donaldson Real Estate School - Real Estate
Donaldson Real Estate School
University of New Orleans - Marketing, Business Administration and Management
University of New Orleans
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