Amie Johnson

• Serve as escalation lead for BBB, Attorney General, Privacy, and CEO-level complaints across phone, chat, and email channels.
• Mentor and coach team members through chat and one-on-one support to ensure compliance with company policies and procedures.
• Provide real-time support for complex escalations, including customer de-escalation strategies.
• Consistently achieving top performance in AHT (Average Handle Time), FCR (First Contact Resolution), and customer satisfaction.
• Manage chat queue operations to ensure timely responses and SLA adherence.
  

Retail Care Representative-Prior Role

• Delivered front-line support via phone and email for issues related to orders, coupons, proof of purchase, and account access.
• Maintained high FCR rates while resolving escalated customer concerns.
• Ranked among the top performers for call quality and customer satisfaction.

• Responded to inbound customer inquiries and complaints related to store experiences, orders, and account issues, ensuring timely and empathetic resolution.
• Utilized CRM and Order Management Systems (OMS) to research and resolve account-related concerns with accuracy and efficiency.
• Maintained clear and consistent reporting to leadership on project progress, recurring issues, and system performance.
• Collaborated cross-functionally with internal departments to support the rollout and optimization of new systems and tools.
• Built strong customer relationships through consistent, high-quality support and proactive communication.

• Supported daily store operations including register management, inventory stocking, and customer service, ensuring a smooth and efficient shopping experience.
• Promoted to Acting Store Manager in February, leading to measurable improvements in store performance and team morale.
• Successfully passed a Loss Prevention audit within one week of taking over management—reversing a previously failing status.
• Developed and maintained staff schedules aligned with payroll allocation, optimizing labor costs while ensuring adequate coverage.
• Analyzed and interpreted store performance reports to drive strategic decisions and improve operational efficiency.
• Demonstrated leadership in driving business turnaround through hands-on management, team engagement, and process improvements.

• Demonstrated strong work ethic, completing physically demanding tasks under varying conditions.
• Completed tasks efficiently for timely project completion within set deadlines.
• Adapted quickly to new tasks or changes in project scope, demonstrating flexibility in skillset and problem-solving abilities.
• Enhanced team morale through positive attitude, mutual support, and fostering a collaborative atmosphere during challenging projects.

• Deliver parts to commercial accounts, handle money, help customers in store, stock products received
  on truck. I also learned how to do back stock, planograms, call backs, and parts not in tote.
• Flexibility, communication skills, time management, and customer service.
• Improved customer satisfaction by ensuring timely and accurate deliveries of products.
• Operated vehicle safely in highly congested areas with no traffic violations.