Anna Johnson
Hollywood
Summary
Learning & Development Strategist with expertise developing engaging, results-driven adult learning experiences and facilitating in-person and virtual corporate training programs. Proven ability to enhance performance through instructional delivery, leadership coaching, and workforce development.
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
25
25
years of professional experience
Work History
Customer Service Advocate
FLORIDA BLUE
01.2023 - Current
- Rank as #1 client advocate, consistently exceeding performance metrics in quality, CSAT, adherence, and customer engagement, demonstrating superior service and professionalism
- Research, analyze, and prepare business-critical data to inform decision-making processes, contributing to improved operational efficiency
- Collaborate with cross-functional teams to enhance processes, driving improvements in service efficiency
- Recognized by leadership for exceptional customer satisfaction, consistently receiving high ratings and feedback
- Mentor new hires on best practices in customer service, providing coaching to ensure high performance and adherence to company standards
- Implement process improvements, reducing response times and boosting overall customer satisfaction scores
Marketing and Operations Director
NOLA CREATIONS 504, INC
01.2015 - Current
- Spearheaded all marketing, digital, and revenue generation initiatives for 2 restaurants and a food truck, driving brand awareness, customer engagement, and profitability
- Led contract negotiations, media appearances, and social media strategy for Chef Darrel Johnson, winner of Great Food Truck Race Season 10, amplifying brand presence and media visibility
- Developed and executed a comprehensive sponsorship strategy, acquiring and retaining 10+ new accounts per year, expanding brand partnerships and increasing revenue streams
- Curated training programs for new employees, effectively transitioning them into their roles and ensuring adherence to company policies and procedures
Recruiter
PEOPLESCOUT
01.2021 - 01.2022
- Led full-cycle recruitment for Nordstrom Retail across the entire brand portfolio nationwide
- Partnered with hiring managers and HR business partners to develop and implement tailored recruiting strategies aligned with organizational goals
- Designed and executed targeted sourcing strategies to attract, engage, and secure top-tier talent
- Managed 15 requisitions simultaneously, ensuring efficiency and quality in the hiring process
Lead Call Center Trainer
SUTHERLAND GLOBAL SERVICES
01.2010 - 01.2013
- Developed adult learning training curriculum for all potential AT&T call center employees
- Delivered an 80% success rate for each training cohort, a 15-point increase over company average
- Achieved highest conversion of call center representatives to management positions
- Ensured new hires adequately trained to company standards prior to customer interaction
- Hired, managed, and mentored the long-term development of 30 direct reports
Training Manager
TGI FRIDAYS
01.2000 - 01.2008
- Spearheaded the development of comprehensive training curriculum for staff across 3 franchise locations, ensuring consistency, operational efficiency, and adherence to brand standards
Education
Master of Business Administration -
University of Arizona
Chandler, AZMaster of Arts - Adult Education
University of Arizona
Chandler, AZBachelor of Science - Business Management
LeMoyne-Owen
Memphis, TNSkills
- Training Program Facilitation
- Adult Learning
- Leadership Coaching
- Performance Consulting
- Business Learning Management Systems
- Contract Negotiation
- Microsoft Office
- Oracle
- Reception oversight
- Research
- Meeting planning
- Mail handling
Timeline
Customer Service Advocate
FLORIDA BLUE
01.2023 - Current
Recruiter
PEOPLESCOUT
01.2021 - 01.2022
Marketing and Operations Director
NOLA CREATIONS 504, INC
01.2015 - Current
Lead Call Center Trainer
SUTHERLAND GLOBAL SERVICES
01.2010 - 01.2013
Training Manager
TGI FRIDAYS
01.2000 - 01.2008
Master of Arts - Adult Education
University of Arizona
Bachelor of Science - Business Management
LeMoyne-Owen
Master of Business Administration -
University of Arizona
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