BRIANA JOHNSON
Nicholasville,KY
Summary
Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention. Highly experienced manager known for exemplary team-building and project oversight skills. Gifted at working with all types of personalities. Performance history of developing strong collaborative relationships and delivering impressive results.
Overview
9
9
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
FARMERS BANK
09.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Trained staff on operating procedures and company services.
- Promoted available products and services to customers during service, account management, and order calls.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
ASSISTANT MANAGER
ZAXBY'S
03.2015 - 09.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created employee schedules to align coverage with forecasted demands.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Monitored security to protect employees, customers and property.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
Bachelor of Arts - HUMAN RESOURCES
BELLEVUE UNIVERSITY
BELLEVUE, NE03.2024
Associate of Arts - HUMAN RESOURCES
BLUEGRASS COMMUNITY AND TECHNICAL COLLEGE
DANVILLE, KY05.2021
High School Diploma -
WEST JESSAMINE HIGH SCHOOL
NICHOLASVILLE, KY05.2015
Skills
- Computer Proficiency
- Managing Multiple Tasks
- Staff Training
- Critical Thinking
- Active Listening
- Conflict Mediation
- Customer Service
- Conflict Resolution
- Quality Control
- Typing Proficiency
- Money Handling Abilities
- Problem-Solving Ability
Timeline
CUSTOMER SERVICE REPRESENTATIVE
FARMERS BANK
09.2022 - Current
ASSISTANT MANAGER
ZAXBY'S
03.2015 - 09.2022
Bachelor of Arts - HUMAN RESOURCES
BELLEVUE UNIVERSITY
Associate of Arts - HUMAN RESOURCES
BLUEGRASS COMMUNITY AND TECHNICAL COLLEGE
High School Diploma -
WEST JESSAMINE HIGH SCHOOL
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