Beverly Johnson
Springfield,MO
Summary
Operations-focused professional experienced in customer service, human resources, and workers’ compensation coordination. Strong record management skills with capability to resolve conflicts through direct communication. Track record supporting teams during escalations and strengthening service quality.
Overview
49
49
years of professional experience
Work History
Customer Service Manager
U-Haul
Springfield, Missouri
07.2023 - Current
- Handled escalated customer complaints with professionalism and empathy, fostering positive resolutions.
- Provide outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Resolve customer inquiries and issues efficiently to ensure satisfaction.
- Delivered fast, friendly, knowledgeable service for routine questions and service complaints, ensuring customer needs were met.
- Maintain comprehensive knowledge of U-Haul products and services for accurate support.
Workers' Compensation Coordinator
Orielly Auto Parts
Springfield, MO
07.2021 - 07.2023
- Managed workers' compensation claims, ensuring timely documentation processing to facilitate claims resolution.
- Coordinated communication among employers, insurance carriers, attorneys, and medical providers to update all parties on open workers' compensation cases.
- Informed employees about claim status and benefits options to enhance understanding of their entitlements.
- Maintained accurate records of claims, correspondence, and documentation in the system.
- Maintained records on employee injuries, illnesses, treatments, and related expenses.
- Interpreted federal and state statutes relating to workers comp coverage eligibility requirements.
- Worked with legal counsel to address complex issues involving individual workers' compensation cases.
Human Resources Coordinator
SMC Packaging Group
Springfield , Missouri
12.2016 - 04.2020
- Managed employee onboarding processes for new hires at SMC Packaging Group.
- Supported recruitment efforts by screening resumes and scheduling interviews.
- Selected and interviewed candidates for all available positions.
- Guided candidates through application processes by addressing inquiries, conducting background checks, providing I-9 forms, and managing drug screening paperwork.
- Resolved employee inquiries about benefits and company policies to enhance understanding and support.
- Facilitated communication for employee orientation and open enrollment processes to ensure clarity and compliance.
- Maintained employee records and updated HR databases regularly.
- Updated employee files to ensure compliance with legal standards in compliance with applicable legal requirements.
- Oversaw leave of absence requests and monitored vacation time accruals to ensure compliance and support employee needs.
- Coordinated employee recognition programs to enhance staff morale and engagement.
- Prepared documents for termination processes such as exit interviews and severance packages.
- Attended conferences, workshops and special events to recruit qualified candidates for the company.
Assistant Store Manager
Sears
Springfield, Mo and Tulsa Ok, MO and Ok
03.2010 - 12.2016
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Established staff work schedules to meet operational needs and allocated specific duties to team members.
- Conducted performance reviews to assess staff progress and set development goals.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Ensured compliance with company policies and safety regulations.
- Monitored cash handling and register accuracy at checkout.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Collaborated with departments to coordinate promotions and events, enhancing store visibility and engagement.
Team Lead and Department Manager
Meldisco and Kmart Shoes
Springfield, Lebanon, Branson in Mo and Tulsa , OK
02.1978 - 03.2010
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Supervised, trained, and developed team members, thereby enhancing their performance and professional growth.
- Led team in daily operations and customer service initiatives.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Conducted performance appraisals for team members, providing feedback and identifying development opportunities to enhance individual growth.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Coached and trained new staff members, providing guidance on department policies and procedures.
- Oversaw training and development programs to enhance team skills and knowledge.
- Delegated work to staff, setting priorities and goals.
- Delegated specific tasks to team members to ensure efficient workflow and productivity. and monitored performance of project personnel.
- Prepared weekly schedules to ensure adequate coverage during peak hours.
- Implemented best practices for stock organization and loss prevention, contributing to increased inventory accuracy and reduced shrinkage.
- Managed and organized overstock items to maintain efficient inventory levels during shifts., restocking, and inventory control.
- Implemented merchandising and promotional plans to achieve department sales targets.
- Analyzed sales trends to guide restocking and promotional strategies.
- Monitored daily sales figures to track trends in customer buying behavior.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
- Resolved escalated customer complaints or queries promptly and efficiently, improving customer satisfaction and loyalty.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed completed work to verify consistency, quality, and conformance.
- Remained calm and professional in stressful circumstances and effectively defused tense situations.
- Exercised discretion and judgment in managing a fast-paced environment adapting to change with a sense of urgency.
- Exercised discretion and judgment in managing a fast-paced environment, adapting to change.
- Trained staff on merchandise display and inventory management techniques.
Education
High School Diploma -
Republic High School
Republic, MO05-1977
Skills
- Customer service
- Product knowledge
- Customer relationship management
- Team leadership
- Performance metrics
- Conflict resolution
- Problem solving
- Time management
- Schedule management
- Effective communication
Timeline
Customer Service Manager
U-Haul
07.2023 - Current
Workers' Compensation Coordinator
Orielly Auto Parts
07.2021 - 07.2023
Human Resources Coordinator
SMC Packaging Group
12.2016 - 04.2020
Assistant Store Manager
Sears
03.2010 - 12.2016
Team Lead and Department Manager
Meldisco and Kmart Shoes
02.1978 - 03.2010
High School Diploma -
Republic High School